Senior Process Development Expert; Strategy & Transformation; Transversal & Digital Services

• Aug 2022 - Present

• Key actor of service development projects. • Designs and adapts the processes & tools to deploy new products or product evolutions within the operational entities. • Ensures the delivery of the projects on time and on budget while ensuring end-to-end quality of the customer and operational journeys.• Intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions. • Responsible for the following Quote-To-Bill processes: o Quotation and Commercial Ordering o Service Transition o Service Operation including Customer Service o Billing o Digitalization (customer portals and/or processes) • Understands the business requests and analyze the requirements so to co-construct the service with other stakeholders, especially with business processes design and IT development or evolution requests.• Creates the appropriate deliverables for the evolution of existing processes and tools.• Ensures the proposed solution is in line with the organization global process strategy and positioning.• Act as a subject matter expert for the services/product.• Act as the primary point of contact regarding his/her area of expertise towards Marketing, along project duration. • Analyze impacts of new product introduction or evolution on processes, organizations, tools, and costs; propose related adaptation and seek for process owners’ approval; contribute to product Business Case definition by identifying and consolidating these costs, define operational business requirements; consolidate arguments to justify required processes & tools adaptation. • Harmonize new products & services conception within commercial and technical catalogs. • Build training modules, lead & conduct training sessions to ensure operational teams are in position of operate new product.

Business Operations Program Manager; Processes; Strategy & Operational Readiness

• Dec 2015 - Aug 2022

• The Operations Readiness Program Manager is responsible to setup the Service Management wrap of complex solutions for large accounts outsourcing the Network and IT Operations to Orange.• Manages budgeted, dedicated and shared Operational Readiness Program ‘build’ resources; Project Management, Process resources or other functions within the organization.• Bridging pre-sales and post-sales, I manage the Operational Readiness of new solutions and transformation programs for the multinational companies who have outsourced Network & IT operations to Orange Business Services.• Built and transitioned into life-cycle operations, customized (ITIL based) IT service management frameworks, for several large customers.• Ensured, through best practice program management, the leadership of the Operations Readiness work stream tower, within a Program Management Office (PMO) structure.• Identified, established, coordinated and monitored activities, tasks and resources necessary to deliver, on time and within budget, the IT service management framework to the life-cycle teams. • Scope included staff recruitment and training, process design, reporting, tools readiness, and handover to operations.• Peered with the customer's operations work stream management governance and all work stream leaders within the Orange Business Services PMO.• Provided reporting and status on projects and ensured any risks and issues were properly identified and addressed.

Senior Customer Service Manager

• Apr 2011 - Nov 2015

• Holds accountability for the Quality of solutions provided to Customer.• Acts as the customers' primary point of contact and an escalation point.• Has awareness of overall and service management profitability of their customers.• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange.• Work with the account team to sell Orange products and services.• Create and manage Service Improvement Plans triggered by: - Quality Connect Survey (related to any and all functional areas) - Customer Complaint (including those related to customer invoices. - Proactive Action (identified proactively by the CSM).• Ensure customers complains are managed and resolved in a timely manner.• Prepares periodic customer service reviews.• Handles non-commercial customer queries and complex customer service issues.• Proactively inform customer and end-users in advance of any anticipated service interruptions• Provides capacity analysis, forecasts and recommendations.• Create and Review any internal root cause analysis (RCA) applicable to their customers and generate Customer-facing RCA to be communicated to customers.• Handles change requests, tracking of change implementation, change reporting and change billing.• Responsible for data integrity of customer information in all systems/tools.• Provides customer with up-to-date technical documentation, including the Customer Operations Guide.• Ensures all technical documentations are posted and updated.

Technical Service Manager

• Apr 2011 - Oct 2013

• Lead and manage large Unified Communication accounts with multiple services.• Ensure customer complaints are managed and resolved quickly & permanently. • Prepare and present monthly service reviews and Service Improvement Program actions.• Create root cause analysis (RCA) and communicate it with the customer.• Responsible for data integrity of customer information in all tools.• Provide up-to-date documentation including the Customer Operations Guide.

IPT/Voice UC Support Engineer

• Jun 2009 - Mar 2011

Network Support Engineer

• Sep 2005 - May 2009