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Teleperformance
- Vice President Operational Assessment APAC
2016 - maintenant
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Wharton Global Consulting
- Engagement Leader
2015 - 2016
Engagement Lead at Wharton Global Consulting Practicum
The Wharton Global Consulting Practicum (GCP) is a cross-functional course given within the curriculum
of the Wharton MBA program. Established in 1978, this unique program pairs teams of Wharton MBA
students and faculty with teams from partner universities (in Africa, Australia, Chile, China, Colombia,
India, Israel, Peru, Spain, Taiwan and the United Arab Emirates) to consult with a client company (either
profit making or non-profit social impact) interested in entering or expanding its position in the U.S. or other
world market. The goal of the program is two-fold: to provide exceptional learning value to the students and
innovative, strategically sound, fact based, operational plans which add substantial value to clients.
Members:Michael Costevec, MBA Candidate, Jörg Preis, Vianna Phillips, Caleb Thomson, Michael Thomas
Volunteer Experience
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Teleperformance
- EMEA Operational Assessments Manager
2015 - maintenant
Initiated practice in EMEA region in coordination with US team and led various projects under Global Vice
President to assess contact centers within Car Rental, Bedbanks, Healthcare, Consumer Electronics & Online
Learning industry to deliver new strategy and action plan to improve Customer Experience, increase revenue
and decrease costs.
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Teleperformance
- CEMEA Audit & Service Delivery Manager & Project Manager
2011 - maintenant
Direct reporting to the EMEA COO. Audit & Service Delivery Manager - Support of specific Operations
in EMEA to recover Green Operational KPIs and Profitability. - Audit of Operation Processes according
to TOPS. - Definition of the requierement with WW QA Team and WW IT Team to automatize Operation
Process (TOPS) under CCMS Tools. - Supporting the implementation of Best WFM Process in CEMEA. -
Audit of Call Center Processes according to COPC. CCMS EMEA Expert - Audited the use of the system
in 7 countries of EMEA to evaluate the actual maturity and provide recommendations to the EMEA COO. -
Set Up a monthly call with all SMEs to provide consistency across EMEA, support them and provide status
to management. CCMS Implementation France - Redesigned the business process to integrate the use of
the tool in HR, Recruiting, QA, Training and Operations. - Managed the implementation and a team of 7
people. - Deployed the tool in 15 centers (+5000 End-Users) by training more than 700 peoples and follow
up through a change management process. - Prepared the time keeping scenario requirement. - Worked on
CCMS integration with other tools (Payroll, Scheduling, Datawarehouse, etc.) - Pushed the implementation
of Service Desk in France to Support CCMS Implementation. - Presentation of Status to EMEA and Service
Delivery Management Definition of Global Enhancements for the tool (Improvement and compliance with
COPC) Project Management on EMEA BT Workstreams "Site strategy" and "Disaster Recovery Plan".
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Teleperformance
- CEMEA Audit & Service Delivery Manager & Project Manager
2011 - 2015
Direct reporting to the EMEA COO.
Led Operation of 200 people in Morocco with management team of 12 to recover operational and financial
performance within 5 months and trained & mentored new operation leader.
Restructured Swiss organization with CEO to improve Yearly Profit.
Reshaped Austrian organization with CFO to increase GM limiting losses and increasing efficiency rate in
operations within 4 months.
Collaborated and provided guidance to 25 ERP leaders to implement corporate tool in 25 subsidiaries and
particularly time keeping module, introducing benchmark and best practices.
Coordinated and trained network of 20 Work Force Management experts to implement best practices,
minimizing costs and increasing efficiency, reliability in forecasting and satisfaction of employees.
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Teleperformance
- SouthCone Business Analyst & IT Project Manager
2009 - 2011
Direct reporting to C-Level of South Cone (ex-CIO & Business Development Director).
Managed a team of 9 persons to implement corporate ERP tool for 8500 users from all areas (WFM, QA,
Payroll, Operation, Recruiting, Training) in Argentina and Chile resulting in savings and efficiency increase.
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Teleperformance
- SouthCone Business Analyst & IT Project Manager
2009 - 2011
Direct reporting to C-Level of South Cone (ex-CIO & Business Development Director) Business Analyst:
- Worked closely with the Director of Business Development and the salesforce for Pipeline, reports and
presentations preparation, implementation of Salesforce.com and contribution to the Strategic Account
Planning Process. - Collaboration to Argentina and Chile Business Plan elaboration. - Exposition to
Clients of the CCMS Benefits and functionalities. CCMS Project Manager: - Implemented the corporate
tool CCMS for South Cone (Argentina and Chile, aprox. 8500 Users from all areas (WFM, QA, Payroll,
Operation, Recruiting, Training, etc.)) - Structured an implementation control process with the COO.
- Managed a team of 9 people. - Implemented Support with Service Desk (with SLA Definition). -
Relationship Management with Implementation, Support and Development team from TP Group. - Sharing
Best Practices with TP Group (Training, Workshops, etc.). IT Project Manager: - Preparation of reporting
to CIO. - Responsible to assist, coordinate and control IT and Facilities Projects. - Preparation of a Project
Management Methodology based on PMI with a Project Server.
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Governance & Strategy
- Consultant IT
2008 - 2009
Implementation of ORACLE e-Business Suite 11 (modules: AP, AR, GL, PO & FA) for Caribbean Mc
Donalds . Elaborated the IT Strategy for 5 years based on worldwide best practices for Banco de la
Republica Oriental del Uruguay, CAMMESA, TeleCentro, Nuevo Banco de Chaco.
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Deloitte Argentina
- Consultant IT
2008 - 2009
Implementation of ORACLE e-Business Suite 11 (modules: AP, AR, GL, PO & FA) for Caribbean Mc
Donalds .
Elaborated the IT Strategy for 5 years based on worldwide best practices for Banco de la Republica Oriental
del Uruguay, CAMMESA, TeleCentro, Nuevo Banco de Chaco.
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Capgemini Argentina
- Consultant
2007 - 2008
on an international project (Front-Office, Back-Office
Santander-Rio to perform technical and administrative work. Technology : Java J2EE, JSP, Servlet, COBOL,
DB2.
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Junior at Capgemini
- Consultant
2007 - 2008
on an international project (Front-Office, Back-Office
Santander-Rio to perform technical and administrative work. Technology : Java J2EE, JSP, Servlet, COBOL,
DB2.
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Confédération Nationale
- Deontology / Methodology Manager
2006 - 2007
Responsible for deontology and methodology of projects carried out by the 150 French Junior-Enterprises
(https://www.junior-entreprises.com/). Performed auditing, consulting, training on project management,
Strategic Junior-Enterprise Management and Quality in projects.
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Confédération Nationale
- Deontology / Methodology Manager
2006 - 2007
Responsible for deontology and methodology of projects carried out by the 150 French Junior-Enterprises
(https://www.junior-entreprises.com/). Performed auditing, consulting, training on project management,
Strategic Junior-Enterprise Management and Quality in projects.
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SEIO
- President
Angers
2005 - 2007
Grown from Project Manager, Quality Manager, and finally President in May 2006 of the Junior-Enterprise
of ESEO Engineering School (www.seio.org). Managed a team of 30 people and generated annual revenue
of 80 k EUR . Implemented partnership "coaching" with ALTRAN. Implemented partnerships with Juniors
ESSCA Etudes and ICOMTEC Consultant to make a global service offer (business plan, graphic identity and
Website). Implemented one quality politic ISO 9001.
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SEIO
- President
Angers
2005 - 2007
Grown from Project Manger, Quality Manager, and finally President in May 2006 of the Junior-Enterprise
of ESEO Engineering School (www.seio.org). Managed a team of 30 people and generated annual revenue
of 80 k EUR . Implemented partnership "coaching" with ALTRAN. Implemented partnerships with Juniors
ESSCA Etudes and ICOMTEC Consultant to make a global service offer (business plan, graphic identity and
Website). Implemented one quality politic ISO 9001.
