Mes compétences :
Centre d'appel
Télécoms
Centre de relation client
Project management
Genesys
Entreprises
Orange
- Chef de Projet Centre d'appels Genesys
Paris2014 - maintenant
Prosodie
- Telecom Project Manager
Boulogne-Billancourt2012 - 2014Project management of a ToIP Centrex migration project. Assistance on the Call Centre part of a major Genesys Call Center and ToIP migration project for the client Bluelink.
• Resources management and operations coordination.
• Strategy deployment: planning, resources allocation, and communication.
• Involved in setting up project governance rules. Guaranteed that internal procedures were followed up.
• Writing up project documents.
• Reporting in behalf of technical teams and Prosodie management.
• Guaranteed communication with the client Bluelink.
• Reporting in incident solving.
Axa Technology
- Genesys Consultant
Nanterre 2009 - 2011Involved in several migration projects carried on the telephony and CTI platform of Axa France Services (AFS). Responsible for the management and maintenance of the CTI infrastructure and applications of the AFS Call Centres based in France and Morocco. Alcatel/Cisco telephony platform and Genesys CTI.
Dimension Data
- Ingénieur CIS
Rungis2007 - 2009Professional Services at Dimension Data (CIS Team). This team was supported by Genesys and Cisco IPCC experts who manage the Contact Centre solutions offered by Dimension Data in France. I specialised in Genesys Routing and Framework implementation. I assisted the 3rd level Call Centre Support Team in incidents management.
Formations
University College London (London)
London2011 - 2012Master
Master of Science: Strategic Management of Projects - Programme : gouvernance, finance, marketing, alliances stratégiques, supply chain management, gestion de l‘innovation et de la technologie, gestion des spécifications, design du projet, méthodologies.
Escuela Técnica Superior De Ingenieros De Telecomunicación (Valladolid)
Valladolid1999 - 2005Master. Ingénieur en Telecom.
