En résumé

Customer oriented, confirmed team management experience based on successful and proved customer services
delivered around the globe. Working with large multinational accounts and multicultural management.

Key customer advocate, negotiating and leading transversal projects with R&D, Marketing, international
subcontractors. Supporting sales organizations in order to exceed customer retention and growth goals.

Using my communication, management and leadership skills to build a work environment that promotes
innovation, dedication, accountability and drives change and business improvement.

Mes compétences :
multicultural management
crisis management
technical resources coordination
task force coordination
Technical Support
Project Management
Escalations Management
Customer Support
Conflict Resolution
Conflict Management


  • Alcatel-Lucent Enterprise - Head of EMEA Networking Infrastructure Technical Support

    2015 - maintenant Close relationship with Business Partners and strategic accounts. ;
    - Customer advocate and regional Network Infrastructure BU representative. ;
    - Coordination of all EMEA Technical Support activities, ensuring strong metrics attainment and execution. ;
    - Dealing with crisis management and task force coordination for strategic accounts.
    - Assist Customer Success Teams to maintain strong relationship based on accountability and execution.
    - Multicultural management: North America, India, EMEA. ;
    - Promote TKC methodology in order to implement efficient knowledge organization.
    - Teamwork with sales executives to increase subscription revenue and to close specific support deals.
    - Management of India offshore Technical Support Teams for EMEA Region.
  • Alcatel-Lucent - Manager of EMEA Networking

    Paris 2012 - 2015 Coordination of EMEA Technical Expertise Center activities.
    - Management of highly qualified Human resources, trainings, certifications, planning and budget.
    - Dealing with crisis management and technical resources coordination for critical situations.
    - Day to day interface with Customer Success, Escalation Managers, R&D, PLM and offshore teams.
    - Responsible of TEC effectiveness improvement. ;
    - Initiator and Responsible of Technical Assistance Center coaching. ;
    - Participate to new support sales offers creation.
  • Alcatel-Lucent - IT & Solution Support Team Leader

    Paris 2008 - 2012 In charge of crisis management and technical resources coordination for middle and large accounts.


    - Day to day interface with Customer Success, Escalation Managers, R&D, PLM and offshore teams.
    - Responsible of IT & Solution Support Technical Expertise Center activities.
    - Participate to several product launching projects. ;
    - Human resources management, trainings, coaching, certifications and planning.
  • Alcatel-Lucent - Escalation Manager

    Paris 2006 - 2008 Lead and coordinate field organizations including Sales, Professional Services, Customer Success and
    Business Partners and ensure regional customers receive attention and resources as needed to resolve
    - Ensure that the customer perspective and real needs are the driving force behind business decisions and field
    - Be the single customer point of contact during the escalation process preserving the sales relationship and
    business goals.
    - Review and identify root cause for all escalated service requests and use this information to improve
    continuously within service delivery teams.
  • Alcatel-Lucent - Senior Technical Support

    Paris 2002 - 2006 Leading resolution of complex technical issues across Alcatel-Lucent PBX infrastructure product lines.-
    Interacting with regional customer care centers, escalation managers, R&D and product management teams
    to resolve critical issues
    - Coach of Technical Assistance Center, India project - 3 months.
    - Extending proactive support to sales, professional services and field engineers during proof of concept
    validation, product beta phases, RFP processes and when evaluating new features and technologies