Thomas Vrain
Head of Operations at NoveoCare- Claim this Profile
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Français Native or bilingual proficiency
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Anglais Native or bilingual proficiency
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Espagnol Elementary proficiency
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Bulgare Elementary proficiency
Topline Score
Bio
Blagovest Kirilov, Drs. Mag-Ing.
To Whom It May Concern: This is a letter of recommendation for Thomas Vrain. I have known Thomas for five years as his co-worker and direct manager. Thomas and I worked together at Concentrix Bulgaria, within the Global Delivery Center. Thomas is a highly motivated and qualified professional with experience in all aspects of business strategies including operational, reporting and employee relations. Thomas was able to transition from the call center division to business analytics and then. Thomas has a unique ability to work in the space between higher management and customer services. He worked well with all team members. Thomas worked well with our corporate offices with his focus always on driving the business he was responsible for. Thomas moved from the Call Center into Business analytics. He quickly became the Lead Business Analyst and a key person across the company. Thomas became a very valuable resource within our company and was assigned many different responsibilities. Thomas picked up all the businesses assigned to him. Thomas is a results driven professional who drove the company strategies like very few I have worked with. I would happily have Thomas back in my organization due to his ability to be a strategist, his attention to the customer needs, his creativity, as well as management sklls. He truly has a strong understanding of the BPO industry. I would highly recommend Thomas. Sincerely, Blagovest Kirilov
Olia Aleksandrova
I've been working with Thomas for over an year now, supporting him and his team in all HR related matters. He is one of those people who shine and stand out with their incessant drive for self-development and achievements. Thomas have been through a remarkable professional growth in sync with the market development. He is an ethical and capable business person who is very skilled in managing both sides of the business - the people one and the processes one. He easily blends in multicultural environments and is someone who would be a valuable asset to any organization and/or assignment that may require sound service background and proven successful track record. I wholeheartedly recommend Thomas to any top business professional or organization who would like to achieve tangible and positive outcomes through its people.
Blagovest Kirilov, Drs. Mag-Ing.
To Whom It May Concern: This is a letter of recommendation for Thomas Vrain. I have known Thomas for five years as his co-worker and direct manager. Thomas and I worked together at Concentrix Bulgaria, within the Global Delivery Center. Thomas is a highly motivated and qualified professional with experience in all aspects of business strategies including operational, reporting and employee relations. Thomas was able to transition from the call center division to business analytics and then. Thomas has a unique ability to work in the space between higher management and customer services. He worked well with all team members. Thomas worked well with our corporate offices with his focus always on driving the business he was responsible for. Thomas moved from the Call Center into Business analytics. He quickly became the Lead Business Analyst and a key person across the company. Thomas became a very valuable resource within our company and was assigned many different responsibilities. Thomas picked up all the businesses assigned to him. Thomas is a results driven professional who drove the company strategies like very few I have worked with. I would happily have Thomas back in my organization due to his ability to be a strategist, his attention to the customer needs, his creativity, as well as management sklls. He truly has a strong understanding of the BPO industry. I would highly recommend Thomas. Sincerely, Blagovest Kirilov
Olia Aleksandrova
I've been working with Thomas for over an year now, supporting him and his team in all HR related matters. He is one of those people who shine and stand out with their incessant drive for self-development and achievements. Thomas have been through a remarkable professional growth in sync with the market development. He is an ethical and capable business person who is very skilled in managing both sides of the business - the people one and the processes one. He easily blends in multicultural environments and is someone who would be a valuable asset to any organization and/or assignment that may require sound service background and proven successful track record. I wholeheartedly recommend Thomas to any top business professional or organization who would like to achieve tangible and positive outcomes through its people.
Blagovest Kirilov, Drs. Mag-Ing.
To Whom It May Concern: This is a letter of recommendation for Thomas Vrain. I have known Thomas for five years as his co-worker and direct manager. Thomas and I worked together at Concentrix Bulgaria, within the Global Delivery Center. Thomas is a highly motivated and qualified professional with experience in all aspects of business strategies including operational, reporting and employee relations. Thomas was able to transition from the call center division to business analytics and then. Thomas has a unique ability to work in the space between higher management and customer services. He worked well with all team members. Thomas worked well with our corporate offices with his focus always on driving the business he was responsible for. Thomas moved from the Call Center into Business analytics. He quickly became the Lead Business Analyst and a key person across the company. Thomas became a very valuable resource within our company and was assigned many different responsibilities. Thomas picked up all the businesses assigned to him. Thomas is a results driven professional who drove the company strategies like very few I have worked with. I would happily have Thomas back in my organization due to his ability to be a strategist, his attention to the customer needs, his creativity, as well as management sklls. He truly has a strong understanding of the BPO industry. I would highly recommend Thomas. Sincerely, Blagovest Kirilov
Olia Aleksandrova
I've been working with Thomas for over an year now, supporting him and his team in all HR related matters. He is one of those people who shine and stand out with their incessant drive for self-development and achievements. Thomas have been through a remarkable professional growth in sync with the market development. He is an ethical and capable business person who is very skilled in managing both sides of the business - the people one and the processes one. He easily blends in multicultural environments and is someone who would be a valuable asset to any organization and/or assignment that may require sound service background and proven successful track record. I wholeheartedly recommend Thomas to any top business professional or organization who would like to achieve tangible and positive outcomes through its people.
Blagovest Kirilov, Drs. Mag-Ing.
To Whom It May Concern: This is a letter of recommendation for Thomas Vrain. I have known Thomas for five years as his co-worker and direct manager. Thomas and I worked together at Concentrix Bulgaria, within the Global Delivery Center. Thomas is a highly motivated and qualified professional with experience in all aspects of business strategies including operational, reporting and employee relations. Thomas was able to transition from the call center division to business analytics and then. Thomas has a unique ability to work in the space between higher management and customer services. He worked well with all team members. Thomas worked well with our corporate offices with his focus always on driving the business he was responsible for. Thomas moved from the Call Center into Business analytics. He quickly became the Lead Business Analyst and a key person across the company. Thomas became a very valuable resource within our company and was assigned many different responsibilities. Thomas picked up all the businesses assigned to him. Thomas is a results driven professional who drove the company strategies like very few I have worked with. I would happily have Thomas back in my organization due to his ability to be a strategist, his attention to the customer needs, his creativity, as well as management sklls. He truly has a strong understanding of the BPO industry. I would highly recommend Thomas. Sincerely, Blagovest Kirilov
Olia Aleksandrova
I've been working with Thomas for over an year now, supporting him and his team in all HR related matters. He is one of those people who shine and stand out with their incessant drive for self-development and achievements. Thomas have been through a remarkable professional growth in sync with the market development. He is an ethical and capable business person who is very skilled in managing both sides of the business - the people one and the processes one. He easily blends in multicultural environments and is someone who would be a valuable asset to any organization and/or assignment that may require sound service background and proven successful track record. I wholeheartedly recommend Thomas to any top business professional or organization who would like to achieve tangible and positive outcomes through its people.
Experience
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NoveoCare
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France
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Insurance
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200 - 300 Employee
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Head of Operations
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Feb 2023 - Present
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HCLTech
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India
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IT Services and IT Consulting
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700 & Above Employee
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Service Delivery Manager
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Jun 2021 - Feb 2023
- Transition, Set up and Management of a team of 50+ professionals supporting the EMEA Order to Cash function for a Fortune 50 company;- Assist the transition process between the two structure over 6 months with constant implication in Hiring process, Knowledge Transfer tracking, Monitored Production and Toll Gates closure.- Oversee the teams' interfaces with internal/external stakeholders to coordinate, support, and execute relevant stages of an end to end customer’s journey;- Steward performance of the team according to defined Customer Experience and operational metrics. Lead WBR/MBR and cadence with internal and external stakeholders;- Accountable for accurate and timely execution of required control checks. Drive compliance with established controls operating guidelines and KPI’s;- Manage performance, shrinkage and attrition directly proportionate to the health of the business;- Drive and execute on Digital Transformation, end to end customer life cycle and customer segmentation. Show less
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Team Leader - OTC
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Sep 2019 - Jun 2021
Supervision of a team of 15 Customer support agent & Collection specialist in charge of large account portfolios. Team was transitioned from client team to a new externalized team within a two month transition.- Maintenance of collection best practices to optimize cash collection- Daily follow up of customer queries and support to the team to ensure quick resolution- Escalation to internal stakeholders of pending cases- Monthly reporting to Credit Committee
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Concentrix
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Operations Manager
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Dec 2016 - Feb 2019
French language group - Xerox Project (90+ persons) : - Report directly toward the Client detailing daily results, SLA challenges and action plans - Work closely with the Client's France management to improve and optimize the service provided by the support center - Manage the team in terms of Headcount and create quarterly forecast for call handling - Support change management and review new processes in terms of impact and feasibility - Ensure the highest quality of service through training, team engagement, regular feedback meetings and coaching - Conduct recruitment with the support of the HR Team: internal transfer and external applicants - Manage the best call handling through schedule management, real time agent tracking, out of office time supervision - Make sure that agents respect the Client processes and provide actions if agreed target is not met - Represent the project during job fairs and customer's visit on siteEnvironment : Office, Citrix, Geocon, Oracle Fusion, Aspect WFM, CMS Supervisor, LogMeIn, Verint Show less
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Team Leader - Business Analyst
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Dec 2015 - Dec 2016
Team Leader Xerox (15 people) :- Regularly maintain and optimize the quality of service offered by the agents- Train and coach agents to improve call handling skills and technical knowledge- Monitor day to day the call flow to improve the agents work and the calls distribution- Conduct regular 1to1 meetings and agents feedbacks based on technical and non technical skills- Improve the team's motivation and wellness in a stressful work environmentWorkforce management :- Live supervision of phone agents- Optimization of call flows and spare time to ensure the highest service level- Tracking of agents performance (live or delayed) to optimize service levelForecasting and Data analysis : - Identification of areas of improvement based on calls analysis- Daily call flow forecast and previous day analysis- Pro active tool creation and optimization in order to help support teams and managementOperation Manager Stand-In :- Assume the role and tasks of the Operation Manager France while out of office- Manage closely the relationship with the client's management- Conduct regular reporting call with the client's management Show less
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Business Analyst
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Jun 2015 - Dec 2015
Workforce management :- Live supervision of phone agents- Optimization of call flows and spare time to ensure the highest service level- Tracking of agents performance (live or delayed) to improve service levelForecasting and Data analysis : - Identification of areas of improvement based on calls analysis- Daily call flow forecast and previous day analysis- Tool creation and optimization to help support teams
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Customer Service Representative
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Nov 2014 - Jun 2015
Xerox Technical support project :- Receive inbound calls for end customers- Assist in trouble identification and resolution over the phone- Ensure the highest quality of service- Proactively help the team to improve results over new processes and ideas
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Arawak
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Lyon - France
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Recruitment specialist - Salesman : IT Service Company
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Sep 2012 - Jun 2014
Recruitment processes : - Active research of profiles on resume databases and networks - Job offers redaction and diffusion - Telephonic and physical interview with candidates Sales process : - Identification of projects and needs with clients and leads - Redaction of project offers and technical overview - Presentation of candidates and profiles to the customer - Regular performance checkup and target reevaluation Recruitment processes : - Active research of profiles on resume databases and networks - Job offers redaction and diffusion - Telephonic and physical interview with candidates Sales process : - Identification of projects and needs with clients and leads - Redaction of project offers and technical overview - Presentation of candidates and profiles to the customer - Regular performance checkup and target reevaluation
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Education
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2011 - 2014
IFAG
Manager d’Entreprise ou de Centre de Profit, Strategical Marketing -
2010 - 2012
Université Claude Bernard Lyon 1
DUT Informatique, Informatique
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