Experience

PubliBike SA

• Spain
• Software Development

• Chief Sales Officer

  • Jan 2020 - Present

• Head Of Marketing Communication

  • Oct 2018 - Jan 2020

• Project Manager

  • Oct 2017 - Oct 2018

• Customer Service Manager

  • May 2017 - Sep 2017

  Creation of the department : concepts, processes, design of the ticketingsystem (Salesforce) with IT dpt, negociation of the contract of the new hotline (external partner) + launch and training of the hotline,fixation of the KPIs, construction of the monitoring dashboard on Salesforce, ...



Salt Mobile SA

• Technology, Information and Internet

• Manager, Customer development and retention

  • Feb 2015 - Dec 2016

  ✓ Managing a team of 30 CSR specialised in retention (3000 calls + 300 emails&letters / week) ✓ Targets setting ✓ KPIs monitoring : analysis of performance at team and CSR level (AHT, ACW, FCR, NPS...) ✓ Improvement of internal processes ✓ Recruitment of new employees ✓ Insourcing project leader from outsourced partner to internal operations (saving of 70 KCHF each month) ✓ Managing a team of 30 CSR specialised in retention (3000 calls + 300 emails&letters / week) ✓ Targets setting ✓ KPIs monitoring : analysis of performance at team and CSR level (AHT, ACW, FCR, NPS...) ✓ Improvement of internal processes ✓ Recruitment of new employees ✓ Insourcing project leader from outsourced partner to internal operations (saving of 70 KCHF each month)



Thermo Fisher Scientific

• United States
• Biotechnology Research
• 700 & Above Employee

• Customer Service Manager, France, Italy & Switzerland

  • Mar 2011 - Jan 2015

  ✓ Managed a team of 22 members ✓ In charge of the operations of 3 countries : France, Italy, Switzerland (order management, inbound calls, claims, returns of products, customer satisfaction ...) after insourcing in France the activities of Switzerland and Italy ✓ Recruitment of new employees ✓ Key user and key trainer for the launch of a new ERP ✓ Team Leader in project management (launch of Avaya system) ✓ Managed a team of 22 members ✓ In charge of the operations of 3 countries : France, Italy, Switzerland (order management, inbound calls, claims, returns of products, customer satisfaction ...) after insourcing in France the activities of Switzerland and Italy ✓ Recruitment of new employees ✓ Key user and key trainer for the launch of a new ERP ✓ Team Leader in project management (launch of Avaya system)



Wurth Industrie France

• France
• Wholesale
• 1 - 100 Employee

• Internal Sales Manager

  • Jan 2009 - Feb 2011

  ✓ Led 5 CSR with sales targets (turnover of 450 000 Euros / month and margin)✓ ISO Interlocutor

• Internal Sales Representative

  • Jan 2006 - Dec 2008

  ✓ In charge of a key account customers portfolio of 3 million € ✓ Supply optimisation (kanban system)✓ Participation in regular supply chain audits by customers