Education
2001: Engineer diploma from « Fachhochschule Ulm » - Ulm, Germany - Telecommunications
2000: Engineer diploma from « Ecole nationale d’ingénieurs » - Brest, France - Electronics
Languages
Arabic – Mother language French – Fluent English - Fluent
German – Fluent Dutch – Intermediate Spanish - Basic
Profile
A highly motivated and confident professional with a proven efficiency in the performance optimisation of an organization. Excellent people, communication and negotiation skills with the ability to build and sustain a real customer satisfaction oriented mind across all levels of the organization. Self motivated, tenacious and resourceful, working on own initiative or as a strong and effective team member. Computer literate, multi-lingual and a creative problem solver, I am seeking a career appointment offering opportunity to create or optimise a department / organization and to build and/or reinforce a strong customer satisfaction philosophy within the company.
Technical skills
Application software: MS-project, Lotus notes, MS Office, Visio, Outlook, Net Meeting
Programming language: C++, SQL, VBA, VBScript
CRM: Siebel, ACD, Monitoring, VoIP, Dialers, Avaya, Genesys and Altitude callcenter platforms
BI: Business object, Microstrategy
Sectors: Aerospace, telecom, Electrical comfort and security
Management: International projects, multi-lingual teams, quality & process, external providers, people management, change management
ITIL V3 certified
Prince2 and PMI educated
CMMi awareness
UML
Career highlights and achievements
09-2006 / On-going Altran / Head of Customer Service Optimisation solutions:
• Main tasks: Technical design and solution implementation (75%):
o Technical development of the solutions / content development
o Management of the technical teams working on the solution implementation
o P&L and account management
• Other tasks: Pre-sales activities (25%):
o Management and commercial development of the solutions
o Development / validation of presentation supports and demonstration products
o Communication (internal and external)
o HR Recruitment
02-2010 / 03-2011 Delhaize Group / Lead analyst:
• Manage a team of 5 functional and technical analysts
• Review and validation of the business requirements with the business
• Coordination with the build team for delivered analysis
• Plan, review and manage deviations related to all analysis tasks needed for the SC ERP project
• Track leader role in the project committee
02-2008 / 10-2009 Belnet / CRM implementation:
• Definition of the system functional and technical requirements
• Definition and implementation of business processes: Contract & invoice management, services and products provisioning and de-provisioning, tender management
• RFP/RFQ management and system provider selection process (StayInFront)
• Management of data migration from other systems
• Management of the CRM interfacing with the PIA billing system (Editor: Ordiges)
• Definition and production of the operational reports
• Training and support to end-users
• Application of a change management methodology making Belnet employee accept and actively use the new CRM applications as the central tool of the company
11-2006 / 01-2009 D’Ieteren / Business process analysis & Supply chain management:
• Audit of AS IS situation
• Review of all processes involved in the furniture management for Audi Showrooms: Ordering, production, delivery, installation, invoicing and after sale services
• Development of a web-based follow-up tool for orders and claims
• Selection of a new international transport company through a tender process (phase1)
• Renegotiation of SLA with manufacturers and installers (phase1)
• Definition of roles and responsibilities for involved D’Ieteren staff
• Outsourcing of the activity to an integrator (in charge of ordering, transporting, installing and maintaining the furniture for all Audi showrooms)
• Extension of the scope with same integrator to Seat and Volkswagen showrooms as well as other activities requiring the same Supply chain Scheme.
09-2006 / 10-2007 Tele2 Belgium / Cost reduction and customer satisfaction:
• Global Audit phase covering organizational, quality, process and tools aspects
• Presentation of recommendations and design of coherent improvement plan
• Implementation of a new knowledge base and knowledge sharing process
• Implementation of self-service channels (IVR, Web portal, auto-configuration tools, etc…)
• Improvement of the First Time resolution Rate thanks to a reorganization of the call flow between involved teams (interactions between 1st and 2nd line / redesign of the responsibility scope between admin and technical teams)
• Reduction of the call duration via a CTI implementation (Altitude)
• Design and setup of reporting tools allowing a top-to-bottom visibility on the CS operations performances with both a bird eye point of view as well as a detailed on-demand analysis.
• Better follow-up of the customer requests thanks to the CRM tool improvement (including additional features to improve the agents up/cross sell and retention capacity)
• Quality monitoring, Mystery calling, customer Satisfaction survey (over various channels)
• Project management (for both B2B & B2C departments): Requirements gathering, Prototyping (whenever possible), Business cases, MS Project, reporting, risk management, management of Request for Quotation/Information.
02-2003 / 05-2006 Alcatel ICT services
Process and quality manager:
• Deployment of ITIL processes
• Definition of complaint management procedure and short term action plan to kill existing backlog
• Setup of the Service Level Management framework (team sizing, chase-up processes, crisis management, Dashbord, etc ...)
• Setup of knowledge base + associated processes
Callcenter manager:
• Acting as incident manager and in charge of operational management of service desk teams
• Reorganization of the operational teams (8 teams, 120 positions)
• Development of new tools to improve knowledge management, optimise the incident resolution delays and monitor the main KPI’s in real time.
• Management of external contractors (the 120 agents are provided by 7 different suppliers)
• Management of training activities.
• Incentive plans to involve agents in the realization of the objectives in term of customer satisfaction.
• People management, recruitment, performance evaluation, follow-up of agents career.
Project manager:
• Integration of new countries to the Alcatel IT support organization in term of teams, processes and infrastructures (France, Belgium, Italy, Spain, Germany, Austria, Switzerland & Poland).
• Laptop / desktop / multifunction printer renewal projects – European roll-out
• Messaging migration from Lotus notes to Outlook
• Ticketing system migration from ARS remedy to Siebel OPS
• Offshoring of the frontline (1st line technical support) to Poland
08-2000 – 07/2004 Multiple companies / Hardware and Software development
• During this period I worked continuously and exclusively on embedded and real time systems design within various companies in France and Germany such as Delphi, Hager Electro, EADS, Daimler Chrysler, etc... . I initially started with hardware development with FPGA and ASIC modelling and then progressively switched to software development (C++, VB, Assembler, ...)
