Jacques BOULEAU

En résumé

Entreprises

• Orange Business Services - Customer Experience - Customer Relationship Consultant

  Paris 2008 - maintenant - Re design Customers Surveys including voice of customer analysis
  - Customer Experience analysis and re-design projects for Orange subsidaries. Customers and stakeholders interviews, diagnosis of customer journeys, experience re design workshops.
  - Customer Services Best Practices Community management (30 managers): seminars, conferences, experience sharing between 30 Call center managers from Orange countries.
  - Diagnosis and performance analysis of Customer Service centers (define and apply a methodology based on snapshots that cover performance, employees engagement, customer satisfaction), 10 diagnosis within 2 years.
  
  - 3 Benchmarks on performance and customer satisfaction (First Call Resolution, Wow Effect, Customer SATisfaction measurements).
  
  - Define and set up a « Fixed Services Factory » to deliver fixed services to domestic companies (SMEs and Large National Accounts – 15 technicians, 4 delivery managers, 300..500 customer sites per month).
  

• Orange Business Services - Process and Performance Owner

  Paris 2001 - 2007 Process Owner, managing a group of process experts : produce and analyze Key Performance Indicators, lead organization change projects, follow up performance, costs and customer satisfaction (incl Revenue Insurance and Sarbanes Oxley).
  
  Transformation projects: change management, reduce number of actors in process, improve working capital (define and implement Just in Time provisioning and delivery), improve lead time to connect and Factories productivity (+15% per year) on Large Account and SME customers,
  
  - Organize governance of Service Delivery within Customer Service Centers and Network Operations for domestic factories (5 sites, 500 employees) and central entities (IT, supply chain, network engineering),
  
  - Information system management: define evolutions and lead improvement of the 15 Service Delivery applications (IT business ownership for Service Delivery from 2001 to 2004).
  

• Orange Business Services - Ingénieur

  Paris 1993 - 2001 pPre Sales engineer (SPecific Offers design for major accounts)

• OST - Project and Team Manager

  1988 - 1993 Designing Message Handling systems
  Managing High Speed Networks research projects (ATM, Frame Relay).
  
  

• Cap Gemini - Consultant

  SURESNES 1983 - 1988 Consultant and project manager.
  Software devpt projects in telecom area
  Expertise and audit on telecommunications protocols

Formations

• INSA De Lyon

  Lyon 2007 - 2008 Diplôme Universitaire
  
  University Degree in «Leading Organization changes» INSA – Lyon
  Conseil des organisations en mutation - sociologie, transformation, marketing

• INSA De Rennes

  Rennes 1978 - 1983 Ingénieur

Réseau

• Amadou Tidiane FAYE

• Camille CHOLLET

• Compte Annulé COMPTE ANNULÉ

• Denis MELIN

• Dominique TRINQUET

• Fabrice AUTRIQUE

• Philippe LEROY

• Philippe MAURICE

• Thomas MOSCHKOWITZ