-
Xerox
- Service Delivery Manager
Saint-Denis
maintenant
-
Xerox
- Service Delivery Manager
Saint-Denis
2010 - 2014
Responsibilities : Leadership & people management for 31 persons ( technicians, engineers on site), responsible for customer satisfaction and good working. Responsible for reporting, KPI & SLA, P&L and innovation. Responsible for IT and technical deployment, software solutions and maintenance.
Goals :
* Commercial / Financial : Through innovation, long-term relationships and a daily operational and financial management I have increased the turnover from 500k to 1600k on an annual basis to one of the largest customers from Xerox.
* Team : By a good coaching, guidance and training of my employees I managed basic operators to full motivated engineers on site who also maintained an open and respectful communication with our customers and allowed us to obtain renewals of existing contracts.
* Financial : By the daily financial management of some multinationals customers I have been able to obtain an average gross margin of 32% ;
-
Xerox
- Service Delivery Manager
Saint-Denis
2010 - 2014
Responsibilities : Leadership & people management for 31 persons ( technicians, engineers on site), responsible for customer satisfaction and good working. Responsible for reporting, KPI & SLA, P&L and innovation. Responsible for IT and technical deployment, software solutions and maintenance.
Goals :
* Commercial / Financial : Through innovation, long-term relationships and a daily operational and financial management I have increased the turnover from 500k to 1600k on an annual basis to one of the largest customers from Xerox.
* Team : By a good coaching, guidance and training of my employees I managed basic operators to full motivated engineers on site who also maintained an open and respectful communication with our customers and allowed us to obtain renewals of existing contracts.
* Financial : By the daily financial management of some multinationals customers I have been able to obtain an average gross margin of 32% ;
-
ISS Facility Services
- Back Office Sales Manager
Paris Cedex 17
2008 - 2008
Responsibilities : Service responsible for the central office.
Responsible for 6 persons, for reorganizing the service, bringing back communication, writing out procedures, ensuring the new offers, new layout, new texts. Facility follow-up, coaching of people, organization and new direction. In this function I reported to the General Director
Goals :
* Facility : Through a proper coordination, monitoring, analysis of work maintenance, good communication and follow-up of external suppliers and subcontractors, I managed to reduce costs by 8% and to increase customer satisfaction from 56% to 83%.
* Commercial / Financial : By rewriting the standard quotes in to personalized quotes I obtained an increase in the number of contracts by 18% ;
* Team : The team who was no longer motivated, got back motivated by working together on problem situations, by open communication, by training them and be their support ;
-
ISS Facility Services
- Back Office Sales Manager
Paris Cedex 17
2008 - 2008
Responsibilities : Service responsible for the central office.
Responsible for 6 persons, for reorganizing the service, bringing back communication, writing out procedures, ensuring the new offers, new layout, new texts. Facility follow-up, coaching of people, organization and new direction. In this function I reported to the General Director
Goals :
* Facility : Through a proper coordination, monitoring, analysis of work maintenance, good communication and follow-up of external suppliers and subcontractors, I managed to reduce costs by 8% and to increase customer satisfaction from 56% to 83%.
* Commercial / Financial : By rewriting the standard quotes in to personalized quotes I obtained an increase in the number of contracts by 18% ;
* Team : The team who was no longer motivated, got back motivated by working together on problem situations, by open communication, by training them and be their support ;
-
Beamix
- Responsable Commercial
2006 - 2008
Function : Head Internal Commercial Service
Responsibilities : Commercial responsible for the commercial office staff of 6 internal salespeople, coaching, sales analysis, internal and external communication, facility follow-up, market analysis, optimization of procedures and work processes. As it is a Benelux organization, I stayed one or two days a week in Eindhoven.In this function I reported to the general director.
Goals :
* Team / Customer : By the daily managing, coaching, giving direction, enthusing my people, we became a motivated professional team who offered an outstanding service to our customers, the service was prompt and efficient and the staff was friendly, helpful and happy to serve the customer.
* Facility & Financial : By getting to know the needs of the client, to know the competitors, by daily customer contacts, by product knowledge and by team management I increased the customer data file by 22% and increased the turnover by 31% with a net margin of 21%. ;
-
Beamix
- Responsable Commercial
2006 - 2008
Function : Head Internal Commercial Service
Responsibilities : Commercial responsible for the commercial office staff of 6 internal salespeople, coaching, sales analysis, internal and external communication, facility follow-up, market analysis, optimization of procedures and work processes. As it is a Benelux organization, I stayed one or two days a week in Eindhoven.In this function I reported to the general director.
Goals :
* Team / Customer : By the daily managing, coaching, giving direction, enthusing my people, we became a motivated professional team who offered an outstanding service to our customers, the service was prompt and efficient and the staff was friendly, helpful and happy to serve the customer.
* Facility & Financial : By getting to know the needs of the client, to know the competitors, by daily customer contacts, by product knowledge and by team management I increased the customer data file by 22% and increased the turnover by 31% with a net margin of 21%. ;
-
Moulinsart
- Customer Care Manager
2000 - 2006
Responsibilities : Reorganization, coaching and motivating the logistical and customer service of 18 persons. Credit control and cash recovery of all customers. Procedures and structure were introduced as well as several surveys, both commercial and financial. I was responsible for the profitability of the different stores, own stores but also franchise stores. Together with the commercial director, we lead the purchase and the sale from the whole Tintin clothing line, as well as introduce new shops like Galeries Lafayette and el Corte Inglés
Goals :
* Organization : By share skills, knowledge, and expertise, I demonstrated a positive attitude and acted as a positive role model and I was respected by colleagues and employees in all levels of the organization. ;
* Team : In my team I valued the opinions and initiatives of others, motivated them by setting a good example and provided guidance and constructive feedback. ;
* Customer : By listening to the voice of the customer and by an efficient managed (procedure) organization I obtained an average of 86% on customer satisfaction ;
-
Moulinsart
- Customer Care Manager
2000 - 2006
Responsibilities : Reorganization, coaching and motivating the logistical and customer service of 18 persons. Credit control and cash recovery of all customers. Procedures and structure were introduced as well as several surveys, both commercial and financial. I was responsible for the profitability of the different stores, own stores but also franchise stores. Together with the commercial director, we lead the purchase and the sale from the whole Tintin clothing line, as well as introduce new shops like Galeries Lafayette and el Corte Inglés
Goals :
* Organization : By share skills, knowledge, and expertise, I demonstrated a positive attitude and acted as a positive role model and I was respected by colleagues and employees in all levels of the organization. ;
* Team : In my team I valued the opinions and initiatives of others, motivated them by setting a good example and provided guidance and constructive feedback. ;
* Customer : By listening to the voice of the customer and by an efficient managed (procedure) organization I obtained an average of 86% on customer satisfaction ;
-
Tartop
- Owner
1998 - 1999
Function : Owner
Responsibilities : Concept such as Fleurop which is sending flowers around the world but with Tartop it was chocolates, pralines, pastry, and cakes for private and companies in Belgium. I contacted the best candy makers in Belgium, advertised on ROB TV, participated at Christmas markets and brought my price offers with a small box of chocolates to the companies to let know the concept which was only known in Belgium.
I started to supply to large companies for big presentations of new products which were in chocolate, sugar or pastry
Goals :
* By starting my own business I learned that if you really believe in a product or service, you can sell it
* Obtained the experience in my own company to do business, purchasing, operations, sales, administration, logistics and give an outstanding customer service ;
-
Tartop
- Owner
1998 - 1999
Function : Owner
Responsibilities : Concept such as Fleurop which is sending flowers around the world but with Tartop it was chocolates, pralines, pastry, and cakes for private and companies in Belgium. I contacted the best candy makers in Belgium, advertised on ROB TV, participated at Christmas markets and brought my price offers with a small box of chocolates to the companies to let know the concept which was only known in Belgium.
I started to supply to large companies for big presentations of new products which were in chocolate, sugar or pastry
Goals :
* By starting my own business I learned that if you really believe in a product or service, you can sell it
* Obtained the experience in my own company to do business, purchasing, operations, sales, administration, logistics and give an outstanding customer service ;
-
Canon
- Order Processing Analyst
Courbevoie
1987 - 1998
Responsibilities : Several analysis, both commercially and financially, with a permanent report to the different Executive Board members. As problem solver I had to find solutions for complains between Customer Service, Sales and Marketing. I also worked actively on the elaboration of the procedures to achieve ISO 9001 quality.
Goals :
* In order to achieve the ISO 9001 quality label I wrote the complete procedures for the customer service
* By managing the analyses on the credit notes it has been possible to save 120k on an annual basis ;
-
Canon
- Order Processing Analyst
Courbevoie
1987 - 1998
Responsibilities : Several analysis, both commercially and financially, with a permanent report to the different Executive Board members. As problem solver I had to find solutions for complains between Customer Service, Sales and Marketing. I also worked actively on the elaboration of the procedures to achieve ISO 9001 quality.
Goals :
* In order to achieve the ISO 9001 quality label I wrote the complete procedures for the customer service
* By managing the analyses on the credit notes it has been possible to save 120k on an annual basis ;
-
Hewlett-Packard
- Logistic Coordinator
Les Ulis
1980 - 1987
Responsibilities : Responsible for the permanent inventory, the formalities of a daily flow of goods, loading and unloading of them as well as the storage.
-
Hewlett-Packard
- Logistic Coordinator
Les Ulis
1980 - 1987
Responsibilities : Responsible for the permanent inventory, the formalities of a daily flow of goods, loading and unloading of them as well as the storage.
