-
Colt Technologies Services
- PMO Director (Program Management Office)
MALAKOFF CEDEX
2014 - 2015
Set up the PMO function for the new line of Business Voice Services and ensured smooth transfer from Shared Services
Built and managed a team of 11 Project Managers based in the UK and India (including recruitment)
In charge of the Voice Internal Project Portfolio and 10m euros CAPEX budget (Product development systems, infrastructure and regulatory projects) and generated 0.9m euros savings
Chaired the Voice Investment Board
Defined the Benefits Realisation Management processes and documentation
Member of the Senior Management Team of the Voice Line of Business
-
Colt Technology Services
- Senior Programme & Change Manager
MALAKOFF CEDEX
2011 - 2014
==> Drive programmes and Lead the change across the organisation in various areas
• HR: Outsourcing of Recruitment (RPO) with a cost savings of € 2,5m over 3 years
• Marketing: Suppliers Optimisation leading to € 270K savings and the reduction of risk exposure through the consolidation of the PSL and transfer of activities to Low Cost agencies and/or internal Marketing in India
• Facilities Management Transformation: Move of HQ in London of approx. 900 employee with the introduction of flex desk / activity based working and strong cultural change as well as outsourcing of all FM over 13 countries and 72 operational sites with a cost saving target of € 1, 26m
• Finances: Credit and Collection improvement program and Billing e invoicing /paperless project
-
Colt Technology Services
- Sabbatical Year around the world
MALAKOFF CEDEX
2010 - 2011
Worldtrip around the world alone
Great personal development
6,5 months in South America ( Brasil, Chile, Argentina, Paraguay)
4 Months in South East Asia (singapore, Malaysia, Thailand, Cambodia, Burma, India)
-
Colt Technology Services
- Midsize European Voice Value Added Services Product Marketing Manager
MALAKOFF CEDEX
2009 - 2010
==> Develop and promote IN and Voice Added Value Services (VVAS) within Europe
? Conceived a 3-year European Strategic Plan and federated the 3 Business Divisions and Technology Division to get a strong global strategy on VVAS
? Defined the specifications for the qualification of a new partner and selected Interactiv
? Designed processes and technical architecture to integrate the INteractiv solutions into standard internal processes
? Developed a strong partner relationship at C level
? Launched in Europe Voice Added Values Services with INteractiv
? Participated to the product training of the Sales & Partners teams
-
Colt Technology Services
- Midsize Business Requirements & Performance Analysis Senior Manager
MALAKOFF CEDEX
2008 - 2009
==> Be the ambassador of the Midsize Division within Operations and improve Quality of Services
? Analysed the requirements of the Midsize Division (Sales & Marketing) from Services, Customer experience and Service Level Agreements (SLA’s) perspective and helped alignment between Operations and Midsize
? Audited the performance of the Operations Division against the agreed Midsize Division deliverables, built and drove successfully major initiatives across Europe
? Defined and implemented a new reporting and KPIs with the Indian team
-
Colt Technology Services
- French Back office Manager
MALAKOFF CEDEX
2007 - 2008
==> Bring back the performance of the back office to the standard SLAs as per previous Audit recommendations
? Led and reorganised completely a team of 10 people (recruted 4 people in permanent contract)
? Eradicated a one year backlog within 3 months (from 1100 tickets down to 200)
? Brought back the performance to the standard corporate SLAs within 6 months
? Set up new internal processes with Sales, Finances and Shared Services to speed up complaints handling
? Built a high performing team and positive team culture after a period with no leadership and team management
-
Colt Technology Services
- Operations Audit Manager
MALAKOFF CEDEX
2007 - 2007
==> Identify root causes for operational or customer service issues that have direct impact on quality of Service or on Costs and drive changes
? Training on the methodology of internal auditing at the French Institute of Internal Auditing
? Audited various departments (incl. French back office) on specific subjects (lead times, processes, costs, customer communication and performance) and consolidated best practices in European countries
? Designed get wells plans meant to fix root causes and tracked full implementation
? Chaired ad hoc working group committees and initiated a key program on customer communication
-
Colt Technology Services
- Business Process Manager
MALAKOFF CEDEX
2005 - 2007
==> Represent the customer services and manage international projects of New Product Introduction
? Coordinated 13 countries for implementation and standardisation of pan European business processes
? Defined, reviewed and approved processes and SLAs for new products and ensure that the right number of skilled staff is available to operate the process to meet targets
-
Colt Technology Services
- Customer Service Manager
MALAKOFF CEDEX
2003 - 2005
Based in Germany
==> Manage the after sales relationship with Société Générale and Crédit Agricole SA in Europe
? Created and drove dedicated performance reporting and quality plans
? Follow up of service delivery & escalation point
? Hold service review meetings at Management Committee and participated to the Bid management stage
? Proactively addressed and escalated any kind of issues that might impact customers
? Demonstrated adaptability in meeting specific customer needs
-
Global Crossing
- Global Customer Support Manager (USA, Asia, Europe)
Broomfield
2002 - 2003
Based in Germany
==> Manage the global network of major accounts in Germany and Spain and develop revenues with the sales team
? Invoiced the missing 2001 turnover i.e. 460% of Q1 and 206% of Q2 objectives
? Improved internal processes and maintained the customer satisfaction during a crisis situation
-
MCI Verizon
- Global Service Manager (USA, Asia, Europe)
2000 - 2001
Based in Germany
==> Manage the worldwide network of Global accounts (Deutsche Bank, Bayer AG) and participate to the setup of the new Service management team in Europe
? Succeeded in retaining major accounts of the company and re built a trustful relationship
? Worked as a team with Sales to elaborate the account strategy and develop revenues
?Analysed root causes of recurrent incidents and drove get well plans as well as performance reporting
? Migrated customers to a call centre in Amsterdam, coached the agents on customer specificities and participated actively to the setup of the new Service management structure in Europe
? Trained the new Service Managers in Germany
-
Gemplus
- Customer Service Export Eastern Europe
Meudon
1996 - 1999
Based in Germany
Sector /industry: Chip cards and Hardware Producer
==> Manage and develop the Eastern Europe Sales Admin Department (Hungary, Poland, Czech Republic, Slovakia)
? Drove successfully the complete sales administration of 50 customers from ordering to invoicing (incl. logistics and customs clearance)
? Took responsibility of the field marketing and sales for the phone cards and co-ordinated those activities with French HQ
? Organised, developed and trained the team in Germany as well as in Poland (3 people)
