Victor - Chef de projet CTI

Career history

Schneider-Electric Global Digital Organization – Project Manager (Freelance) 2011 – July 2020
(PIM, DAM & Data) APC brand integration in Schneider-Electric Global Product Information Management solution – 3 years
Business team: USA; IT Delivery: France, Belarus, India
⦁ Led & coordinate the full APC scope Products & Digital Assets integration into Schneider-Electric PIM/DAM & Publication to Front-ends
⦁ Ensured product visibility on eCommerce web-sites, Product Data integration & continuity throughout the IT landscapes
⦁ Coordinated Product Manager Change management & transition to new Stibo Systems tool
⦁ Led the integration team & supervised the end to end the project execution to Senior executives
⦁ Ensured global KPI’s are met (end-customer satisfaction & end to end Data consistency)
⦁ Technology & Methodology: Stibo Systems, ETL Talend, Agile

(Salesforce & Customer Care) Fee-based Advanced Support implementation into Salesforce Partner Community suite – 2 years
Business team: USA; IT Delivery: France, India
⦁ Led the project implementation from Architecture pre-study to project closure
⦁ Customer Care features: Case/Contract Management, Chat, Private content access
⦁ Global implementation (multi-context support Offer)
⦁ Fee-based support Turnover: 6 M$/year
⦁ Technology: Salesforce Partner Community

(CTI & Customer Care) Genesys/Nice Systems Global Deployment Project Manager – 4 years
⦁ Led the Global CTI & Quality Management vendor tender & selection
⦁ Coordinated the IT integration architecture (network infrastructure, salesforce CRM integration)
⦁ Key contributor to define the global CTI project deployment methodology & multi-channel integration architecture study
⦁ Coordinated the Global Customer Care process definition through process advocates network
⦁ Monitored budget forecasts, accruals, project resources, risks and mitigation actions.
⦁ Key contributor to the Global deployment strategy and monitoring deployment progress (40+ countries)
⦁ Technology: Genesys, Salesforce console, Nice Systems, Nice Workforce Management

Société Générale Consumer Finance Turkey 2007-2011
Operations Director (2007 – 2010) & Administrative Director (2010-2011)
Acted as a transversal role in the organization to enable bank operation; Managing support function departments (9 direct reports & ~60 total staff reporting):
⦁ Business Analyst:
⦁ Product development & Operations (Sales, Risk, Operations, Finance)
⦁ Infrastructure deployment (Receivable Systems, Workflows, Call Center Platform)
⦁ Customer Service, Outbound Direct Sales: Back & Front Office (Sales & CC Operations)
⦁ Cash Operations: Incoming & Outgoing payments activities
⦁ POS Merchants: Pricing & Commissioning Management
⦁ Purchasing: Management of bank Purchases from tender to selection
⦁ Facilities: Offices/Branches Launch & Management
⦁ Internal Control: Process controls & Compliance with regulation and internal banking rules (includes BCP Management)
⦁ Technology: Evolan banking system

General Electric Money Bank, South Europe Region 2005-2007

Operations Account Manager & IT
Location: France, Italy, Spain
⦁ In charge of implementing HQ operations strategy, leveraging system and process best practices across the region (Consumer Finance Credit operation across 9 countries)
⦁ Low Cost Country manager:
⦁ Assessing outsourcing opportunities from south west operations countries to low salary workforce locations
⦁ Managing implementation from business case & project funding to process roll-out
⦁ Customer Service and Service & CRM manager:
⦁ Leading front office & Call Center tool deployment strategy (Avaya/Davox/Pega Systems/Ekip)
⦁ IT Project Portfolio Management (France Operations Scope)

EMEA FreeLance Contact Center & Operations Expert 2001-2005
Functional & Technical consultancy
⦁ Asia Cell (Wataniya Group), Iraq (8 months) VoIP deployment project manager (9 CC sites; 150 Agents)
⦁ Nejma (Wataniya Group), Algeria (6 months) Contact Center launch project Manager
⦁ ING Bank, France (2 months) CTI-VoIP Telephony integration study
⦁ DHL Italy, Spain (4 months) Merge Operations business case study
⦁ SKY TV Italia (6 months) Genesys technology advisor
⦁ Verizon CCS Europe (12 months) CTI Pre-sales engineer
⦁ Infomobile (2 months) Back-office Process optimization


eLoyalty – CRM & CTI Senior Consultant 1999-2001
Location: France, UK, Germany, Netherlands, Austria
⦁ Technical integration CRM/CTI
⦁ CRM business analyst
⦁ Technology: Genesys, Clarify, Siebel


Cohéris – CRM/CTI C++ Developer 1997-1999 1999-2001

Ferma – Telecom Italia Call Center technology deployment 1997 (4 months) 1999-2001

Technology: C++, HTML, php, javascript, SQL