Experience

Health Data Hub

• France
• Government Administration
• 1 - 100 Employee

• Platform operations coordinator

  • Feb 2023 - Present

  Ville de Paris, Île-de-France, France

• Operations manager

  • Jul 2022 - Feb 2023

  Ville de Paris, Île-de-France, France



Alloga France

• France
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• IT project manager - France Group IT perimeter

  • Jan 2018 - Jun 2022

  Gennevilliers, Île-de-France, France > Organization projects : from BFR capture to UAT, business domain : customer relationship (build / run) • Roll-out of Salesforce for the Customer Services Direction of the group - 3 Business units - Design and steering of all the internal IT actions - Integration : SSO web portals vs Community ; Active Directory ; Odigo<>Salesforce Connector ; mails flows -Interfaces (Talend / web services) : customers, products, orders, claims, in-house apps • Roll-out of Net… Show more > Organization projects : from BFR capture to UAT, business domain : customer relationship (build / run) • Roll-out of Salesforce for the Customer Services Direction of the group - 3 Business units - Design and steering of all the internal IT actions - Integration : SSO web portals vs Community ; Active Directory ; Odigo<>Salesforce Connector ; mails flows -Interfaces (Talend / web services) : customers, products, orders, claims, in-house apps • Roll-out of Net Promoter Score tool with Medallia - Unified customers data architecture ; interfaces • Program Management for unification of group customer services : 350 users - Odigo. - Selection, deployment. 3 years+ / 3 distinct BUs customer services - Obsolescence and business continuity management. - Simplification and tools optimization - Connection to business applications (secure web services) • Design and implementation of a generic IVR to accelerate the launch of operations for incoming medication emergency calls - Odigo. - Reduced costs and deployment time from several weeks to 1 day • Upgrade study of the group pharmaceutical CRM - Mobile Intelligence (IQVIA) - Risk assessment, study of 30+ interfaces, costing • Roll-out of a collaborative platform to facilitate relationship between headquarter and sales representatives - 80 users - Simplifield - Design and management of 4 interfaces, merge of two platforms.

• IT Project Manager

  • Jan 2016 - Jan 2018

  Gennevilliers • Roll out of a new solution for outgoing calls - 80 users - Diabolocom - Tender management, selection, negotiation, deployment - New platform securing, obsolescence management • PMO (Project Management Officer) : salesforce tool transformation - 120 users - KLEE - Preparation and animation of steering committees and project committees. Budget monitoring. - Workshops to collect needs, synthesize requests and prioritize - Technical-functional support, user… Show more • Roll out of a new solution for outgoing calls - 80 users - Diabolocom - Tender management, selection, negotiation, deployment - New platform securing, obsolescence management • PMO (Project Management Officer) : salesforce tool transformation - 120 users - KLEE - Preparation and animation of steering committees and project committees. Budget monitoring. - Workshops to collect needs, synthesize requests and prioritize - Technical-functional support, user acceptance tests, training. > Technical & Process audit of the Master Data internal service : - Compliance recommendation - Harmonization and standardization to focus on value creation

• Operations and Project Manager, Call center (pharmacies)

  • Oct 2009 - Dec 2015

  Paris Area, France Direct sales of pharmaceutical specialties (ethical, OTC, generics), telemarketing, e-detailing, surveys, outsourcing - Hermes .Net / vocalcom • Crisis management: - Management of operations during a complete management renewal - Securing systems with remote site, Procedures, management - Training new team, coaching, support => operations were able to continue with a service level of 99.9% • Optimization of outbound campaigns: - Design and realization… Show more Direct sales of pharmaceutical specialties (ethical, OTC, generics), telemarketing, e-detailing, surveys, outsourcing - Hermes .Net / vocalcom • Crisis management: - Management of operations during a complete management renewal - Securing systems with remote site, Procedures, management - Training new team, coaching, support => operations were able to continue with a service level of 99.9% • Optimization of outbound campaigns: - Design and realization of a sales Forecast tool - Implementation of supervisory tools to identify productivity levers => predictive model validated with 25% increase in distributed revenue - 2500 argued calls per day • Optimization of incoming calls: - IVR set up, routing and call flow management => agile organization - 1500 incoming calls per day • Development - Reunification of two call centers on a third party site: complete management of the project => transition from 40 to 80 positions - New activities development : overflow calls, surveys, remote training, implant at client site => new services added to the service catalog • Internal consulting for the Business Unit : - Animation of reflection workshops to unify the national customer service (4 independent sites) - Recommendations on tools / processes / roadmap • Management: - Interim responsibility for a set of 40 teleoperators - Internal reporting (sales, management control, group finance) and clients - Pre-sales

• Logistics data and workflow manager

  • Jun 2008 - Sep 2009

  Paris Area, France • Provision of aggregated indicators for the management of the activity: - Consolidation of commercial, logistical and human resources units of work - Design and production of productivity dashboards - Implementation of a multi site "Time and activities" management tool => these indicators enabled a fine-tuning of the activity and highlighted the sources of productivity gain

• Technical support Manager

  • Jan 2004 - May 2008

  Marseille Area, France Build a Service culture at the heart of the IT department for external, internal and partner customers • Creation of the Technical Support service: - Selection and implementation of an ITIL-compliant incident and request management tool - Drafting and implementation of the internal service agreement ("Service Level Agreement") - Issues prioritization, escalation management => shift to a culture of service • Management (4 people): - Organization, planning… Show more Build a Service culture at the heart of the IT department for external, internal and partner customers • Creation of the Technical Support service: - Selection and implementation of an ITIL-compliant incident and request management tool - Drafting and implementation of the internal service agreement ("Service Level Agreement") - Issues prioritization, escalation management => shift to a culture of service • Management (4 people): - Organization, planning, backup management - Recruitment, knowledge management, training - Annual interviews, setting of objectives - Audits, reporting



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• IT Project Manager

  • Sep 1999 - Jul 2003

  Paris Area, France • IT Project Manager - Caisse des Dépôts et Consignations CDC IXIS (2 years) - Reorganization of the securities back office : responsibility of the accounting department (4 people) • Design analyst - BNP Paribas (1 year) - Data collection and Credit risk processing (private customers, companies and banks) • Project engineer - Société Générale (1 year) - Development and maintenance of the "Interest rate derivatives" app Implementing Business Objects Reports for… Show more • IT Project Manager - Caisse des Dépôts et Consignations CDC IXIS (2 years) - Reorganization of the securities back office : responsibility of the accounting department (4 people) • Design analyst - BNP Paribas (1 year) - Data collection and Credit risk processing (private customers, companies and banks) • Project engineer - Société Générale (1 year) - Development and maintenance of the "Interest rate derivatives" app Implementing Business Objects Reports for Traders Show less



GENSYM

• Consulting Engineer

  • Nov 1998 - May 1999

  Austin, Texas On behalf of BMC Software, development of a supervision and diagnosis application for Microsoft Exchange and Windows NT Patrol services. Root cause analysis.

• Customer support engineer

  • Mar 1997 - Oct 1998

  Leiden, The Netherlands Bilingual Technical support (french - english) for Europe, Middle East, and Africa (G2: object-oriented expert system)



Saunier Duval Electricité

• Study Engineer

  • Sep 1996 - Feb 1997

  Suresnes, France Development of an operations assistance & optimization software for a waste incineration plant