Experience

INTERSA

• France
• IT Services and IT Consulting
• 1 - 100 Employee

• Call Center Director

  • Jan 2022 - Present

  Paris, Île-de-France, France



DentalMonitoring

• France
• Medical Equipment Manufacturing
• 300 - 400 Employee

• Customer Excellence Manager - Europe/ US/ AU

  • Jan 2018 - May 2019

  Paris Area, France Role overview: Develop the Customer Service department, help the team and strategy moving forward & globalize the processes with Dental Monitoring Europe & Australia & USA ➢ Generate KPIs & follow up their value & generate in line action plans ➢ Establish Customer Experience practices and analyse Customer Success & Satisfaction metrics ➢ Develop Quality procedures & Create Documentations ➢ Identify and provide product education and ongoing onboarding needs through… Show more Role overview: Develop the Customer Service department, help the team and strategy moving forward & globalize the processes with Dental Monitoring Europe & Australia & USA ➢ Generate KPIs & follow up their value & generate in line action plans ➢ Establish Customer Experience practices and analyse Customer Success & Satisfaction metrics ➢ Develop Quality procedures & Create Documentations ➢ Identify and provide product education and ongoing onboarding needs through analysis & drive best practice usage of the Intranet & App ➢ Partner with the Sales team on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk ➢ Identify clients needs evolution and propose to Product owner functional features ➢ Work in coordination with the Tech team to deliver outstanding service to clients ➢ Manage translation in different languages of marketing material Show less



Up Coop

• France
• Financial Services
• 500 - 600 Employee

• Customer Service Transition Manager

  • Jul 2015 - Mar 2016

  Paris, Île-de-France, France Role overview: Guide the team to a new organisation and follow up digitalization projects to help the merger with the 3 subsiduaries Chèque déjeuner, Chèque Cadhoc and Rev&Sens ➢ Activities and client satisfaction reports – Disputes management – Focal point for providers, sales team, publishing and financial departments for 2 externalized call centers and 1 externalized after-sales service ➢ Supported the CRM implementation and ERP project ➢ Reviewed procedures and client… Show more Role overview: Guide the team to a new organisation and follow up digitalization projects to help the merger with the 3 subsiduaries Chèque déjeuner, Chèque Cadhoc and Rev&Sens ➢ Activities and client satisfaction reports – Disputes management – Focal point for providers, sales team, publishing and financial departments for 2 externalized call centers and 1 externalized after-sales service ➢ Supported the CRM implementation and ERP project ➢ Reviewed procedures and client documentation with the quality and marketing department ➢ Recruitment and Development of team leaders management skills Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Project Management and Head of Sales Support France & Overseas

  • Apr 2011 - Apr 2014

  Madrid y alrededores, España/ Paris, FR Role overview: in charge of restructuring the SW Department, supporting ongoing business transformation linked to the activities transfers ➢ Reorganized the team to meet Business partners needs and prepare the Department transfer (15 team members) – Clients Advocate and client satisfaction targets achieved ➢ Establish Supported Finance and Sales departments to ensure that monthly closing was done on time ➢ Held key accounts and public contracts ➢ Reviewed procedures and lead… Show more Role overview: in charge of restructuring the SW Department, supporting ongoing business transformation linked to the activities transfers ➢ Reorganized the team to meet Business partners needs and prepare the Department transfer (15 team members) – Clients Advocate and client satisfaction targets achieved ➢ Establish Supported Finance and Sales departments to ensure that monthly closing was done on time ➢ Held key accounts and public contracts ➢ Reviewed procedures and lead education to the team in Bratislava ➢ Lead education on new activities (specifics key accounts and public contracts) ➢ Organized and facilitated internal staff mobility in close relationships with HR and according to managers needs

• Team Coordinator Customer Service South Europe & Nordic countries

  • Aug 2009 - Mar 2011

  Madrid y alrededores, España Role overview: department creation & organization to simplify and globalize maintenance contracts processes ➢ Coordinated and developed a cross-country team (15 team members) - Focal point for Disputes management ➢ Supported management in the achievement of the targets and provided the required statistics and analysis ➢ Defined procedures and processes linked to the telesales activities harmonization, complying with Europe processes in cooperation with business control and IBM… Show more Role overview: department creation & organization to simplify and globalize maintenance contracts processes ➢ Coordinated and developed a cross-country team (15 team members) - Focal point for Disputes management ➢ Supported management in the achievement of the targets and provided the required statistics and analysis ➢ Defined procedures and processes linked to the telesales activities harmonization, complying with Europe processes in cooperation with business control and IBM Europe ➢ Recruitment and training and evaluation in collaboration with the HR Department

• Team Coordinator Customer Service France & Overseas

  • Sep 2006 - Jul 2009

  Madrid y alrededores, España Role overview: operational activities coordination to execute process improvements, facilitate issues to resolution to the satisfaction of customers - activities transfer control from IBM France. Worked closely with the sales, pre-legal and AR collection departments