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Olivier FERNANDES

MONTROUGE

En résumé

Customer Relation Manager / Program Manager
My leitmotiv : to build trusted relationship with c-level, influence and decision making contacts.

• 17 years expertise in Telecom / Business to Business environments
• Expertise in Customer Relationship
• Analysis and understanding of customer strategies and requests (CIOs & CPOs)
• Complete knowledge of assurance processes and customer follow up
• Coordination of multicultural and multidisciplinary teams
• Excellent interpersonal and listening skills, high ability of adaptation and analysis

Mes compétences :
Customer Relationship Management
sales management
functional development
Responsible for customer
Pre sales
Performances analysis
PBX
Operational management
LAN/WAN
Internal teams coordination
Contracts negotiation
Business to Business

Entreprises

  • TELECOM iTALIA - PROGRAM MANAGER

    2007 - maintenant

  • Telecom Italia - Program Manager & Customer Relation Manager

    2007 - maintenant * Dedicated to an international large account in the frame of 5 years European master agreement.
    French turnover 48M EUR (European global turnover: 150M EUR ).
    * Main point of contact for this customer which outsourced its full telecom perimeter with Telecom Italia: voice, mobile (1400 lines fleet), Data (1800 sites VPN), Internet, on-site cabling, PBX, LAN/WAN Cisco...

    * Towards customer:
    * Responsible for customer global satisfaction and for commitments respect (SLA). ;
    * Privileged contact point for complete demand range: from pre-sales phase up to debts collection. ;
    * Internal teams coordination. ;
    * New opportunities identification and forwarding to GAM team. ;
    * Business Plan and P&L definition for each French project in the frame of French and European RFPs. ;
    * Active participation during negotiation phases. ;
    * Organization of steering and contracts follow up meetings. ;
    * Processes Definition / Optimisation.

    * Towards (11) subcontractors:
    * Partners selections thanks to RFP.
    * Contracts negotiation. ;
    * Contracts & Service quality follow up (SLA). ;
    * Organization of steering and contracts follow up meetings. ;

  • Large Accounts - BU / Operational Account Manager

    2003 - 2007 (4 years) ⇒ Operational management during production phase for complex large accounts (Yearly turnover 9,5 M EUR ).
    * Post-sales central interface for DATA & Voice PoPed customers.
    * Services implementation, exploitation, modification & billing.
    * Performances analysis, advice for optimisation & service evolution.
    * Accounts farming thanks to up and cross selling.

  • 9 Télécom - Operational Marketing

    2003 - 2003 LD Com Group / 9 Télécom / Neuf Cegetel / SFR - In
    (11 month) (Corporate Division / Operational Marketing / CRM team).
    * Sales force training and support for CRM tool (PIVOTAL).
    * CRM operational follow up & functional development.
    * Targeting / Injection / Extraction of data's for sales force.
    * Marketing operations follow up through CRM tool.
    * Steering boards production for sales management team.

  • 9 Télécom - Account Manager

    2000 - 2003 (28 month) (First private alternative operator for corporate customers).
    * Selling full range of services: Voice / Data / Internet.

  • SAGEM - Account Manager

    PARIS 1999 - 2000 (18 month) (Fax builders world leader)
    * Selling to corporate customers fax, Internet & network solutions.

  • Würth Industrie France - Account Manager

    1997 - 1999 Selling to corporate customers industrial furnitures.

  • French Air Force - Officer

    1995 - 1996 (10 month) National Defence Medal thanks to actions in favour of soldiers without qualifications.

Formations

Réseau

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