En résumé

Think about how you've been interacting with your bank, insurance company or maybe how you prepared your holidays (book your flight, go to the airport, and find an accomodation....) 5 years ago. Now think about how you're doing this today.

To stay competitive, companies must stop experimenting with digital and commit to transforming themselves into full digital businesses.
Customer service has expanded past the traditional points of contact, like phone, physical store locations and mail. Customers expect that service engagement will include email, web self-service, web chat, short message service (SMS) and social media

The Key questions enterprises should be asking themselves are:

- Multi-channel Engagement: How many channels can your customer use today for customer service?
-Reporting & Analytics: How consistent and strategic is your understanding of interactions across these channels?
- Business Outcomes and Business Context: How strong is your business understanding of interactions?
- Are you managing by desired business results or simply frontline efficiency metrics?
- Real-time Decision Making: How long does it take for management to make a decision based on captured data?

• I am passionate about customer experience, digital disruption.
• I love challenges, I love solving them
• I love and embrace change
• Giving up is losing by default, I never give up
• If I lose I learn and if I win I share

I am a connected person so don’t hesitate to contact me.

Mes compétences :
E commerce
Service financier
Esprit d'équipe
Crm en saas
Experience client
Relation client


  • Oracle - Enterprise Account Executive - CRM & Customer Experience solutions

    Colombes 2015 - maintenant I help Enterprise organizations in Business Services, Travel/Transport, Media to improve their customer service strategy by using software and automating key processes.

    With today’s empowered customers, you get one chance to make a good impression. A single misstep and 89% will leave you for a competitor. Executives say they lose 20% of revenue a year due to poor customer experience (CX). Fortunately, CX leaders who deliver personalized, consistent service across channels outperform the stock market by 29%, and outpace CX laggards by 76%.

    Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness.

    My goal at Oracle is to enable you to drive stronger, more profitable customer relationships by engaging customers with service everywhere, empowering employees with insight and knowledge, and adapting quickly to your changing business needs.
  • Oracle - Account Executive Mid-Market - CRM & Customer Experience solutions

    Colombes 2013 - 2015 Territories : Financial Service, Transportation, Services, Retail,

    At Oracle I am responsible for sales (Net new revenue) for the French and Switzerland market within our CRM & Customer Experience Suite.

    The most important goal which you have when running a business is to keep your customers happy, keep the potential customers happy and make sure that your present ones keep coming back again and again. This sounds like an ideal scenario for your business and achieving it isn't the easiest thing.

    We provide them :

    • A Modern Customer Service to Engage customers. Empower employees and Adapt quickly.
    • A cost reduction, efficiency and profitability for their Contact Center.
    • Increased customer loyalty and brand awareness through Social Monitoring and Engagement.
    • Help and advice for their digital transformation.

    This is where we come in, Oracle has the vision and the structure to help you and your business to overcome those challenges.
  • PayPal - Account Executive - E-commerce

    Dublin 2011 - 2013 PayPal is a premium brand and in comparison to other payment providers it tends to be at the higher end of cost. I used my negotiation skills and value proposition to consistently show merchants the added benefit of using PayPal and educates them about the positive impact PayPal has when growing their business.

    My Target achievement:

    Q2 2013 : 108 %
    Q1 2013 : 102 %
    Q4 2012 : 180 %

    My position :

    Responsible for converting qualified or unqualified sales leads into revenue generating sales by analysing the needs and requirements of potential new customers. I'm seen as a product expert, reference point for best practice integration, reference point for E-Merchants. This is a key sales position in PayPal’s expanding European sales team. I'm actually manage the whole sales cycle and sales closure to grow new business for PayPal.

    My Responsabilities :

    - Meet or exceed monthly, quarterly and annual sales goals,
    - To responsible for sales cycle from initial lead qualification, through sales negotiating, closing.
    - To proactively work territory and/or accounts by prospecting, identifying and closing new business
    - Independently managing pipeline
    - Responsible for providing revenue forecasting reports on activity
    - Research market trends, opportunities and competition to support sales pitch delivery
    - To be involved in training and mentoring of other team members, especially new hires.
    - Continue training and education to keep pace with product modifications, industry changes and sales knowledge
    - Participate in special projects (as needed) and perform other duties as assigned to contribute to overall sales and team results
  • BNP Paribas Cardif - Field Sales Representative

    Nanterre 2009 - 2011 BNP Paribas is a French global banking group, headquartered in Paris.
    BNP Paribas Cardif is the life insurance subsidiary

    My position :

    Developing indirect sales in life insurance and pensions products.
    Developing our life insurance product online ( with the marketing department and our partner) .

    Target achievement 2011 : +6 % to compare to 2010 (at the end of july 2011 to compare to 2010). Target achievement 2010 : 1,2 M€. Achieve sales targets.

    My responsibilities:

    - Achieve sales targets
    - Facilitate a network of brokers who sell our life insurance and pension products.
    - Retain and build a trusting relationship with our distributors.
    - Identify new business opportunities.
    - Participate in various sales meetings and exhibition events.


    - Ability to manage entire sales process from prospecting through close
    - Ability to manage in fast paced, and high growth environment
    - Excellent communications abilities
    - A financial background is preferred
    - Ability to work with strategic partners in complex sales processes


  • Ecole Supérieure De Vente RINA (Saint Germain En Laye

    Saint Germain En Laye (8) 2009 - 2011 Ingénierie Commerciale

    • Develop strategy plan and business development for complex sales.
    • Detect business opportunities.
    • Complete the sale of complex business concepts
    • Develop new business activities
    • Understand how to execute market research and strategic foresight
  • Conservatoire National Des Arts Et Métiers

    La Defense 2006 - 2009 Assurance, Banque, Finance

    • Legal and technical aspects of damage insurance and personal insurance
    • Business and managerial concepts for the insurance and bank sector