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BRITISH TELECOM
maintenant
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BT en France
- Client Service Manager Team Leader
Paris
2014 - maintenant
- In addition of the job of Client Service Manager I still do for a Major BT Customer, I am now responsible for a team of 10 people, all Client Service Managers.
- Objectives of the team are to focus on customer’s satisfaction and additional value of the Client service management
- Senior point of escalation for BT France Customers and BT France Management: qualification and resolution of generic issues causing a negative impact on customer’s satisfaction and perception: improvement of performance reporting tools, operational processes on services…
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BT FRANCE
- Client Service Manager
Paris
2009 - 2014
Responsable for service development/service improvement activities within my international customer. In charge of improving resilience, of collecting revenue, cost, of improving the overall customer experience and owner of the overall service relationship on behalf of BT at mid to senior level within the customer business area.
- Acting as a Single Point of Contact for worldwide customers for administrative and technical matters.
- Compiling monthly SLA reports (network faults analysis, penalties) for steering committees.
- Organizing and heading weekly and monthly activity meetings
- Capacity planning, network availability monitoring.
- Updating organisational and process documents (internally but also with customers)
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BT GLOBAL SERVICES
- Complaint Manager
Puteaux
2003 - 2009
Own and manage the end to end complaint process as defined by BT Global Services
Work in partnership with BT Agents and Service Relationship Managers to ensure a quick and satisfactory resolution to in-country customer complaints
Successfully identify and address root causes regarding customer complaints
Be accountable for customer satisfaction related to complaints in-country and champion initiatives to improve customer satisfaction with complaint handling
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BT FRANCE
- Complaint Manager
Paris
2003 - 2009
Own and manage the end to end complaint process as defined by BT Global Services
Work in partnership with BT Agents and Service Relationship Managers to ensure a quick and satisfactory resolution to in-country customer complaints
Successfully identify and address root causes regarding customer complaints
Be accountable for customer satisfaction related to complaints in-country and champion initiatives to improve customer satisfaction with complaint handling
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BT GLOBAL SERVICES
- Payroll & International Assignment Specialist
Puteaux
1995 - 2003
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BT GLOBAL SERVICES
- Payroll & International Assignment Specialist
Puteaux
1995 - 2003
