Benoit - Consultant CRM

Transcom WorldWide Oct 2006 - August 2008
Business Process Manager Resource Planning

Business Purpose:

• Supporting, co-coordinating and driving initiatives and knowledge throughout Transcom, through evaluation, business and data analysis
• Developing and heading the governance structure for the assigned process areas
• Redesigning and setting up businesses, organisational functions, and contributing to system processes or business processes related to BST (Business Support Team)
• Giving training sessions in assigned areas, preparing the trainers, creating the training concepts and/or material
• Working on assigned projects or in the assigned business structure by supporting the local BST organization
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• Ensuring the development and improvement of structure, co-ordination, documentation and communication related to assigned processes.

Objectives:

The primary objective was to achieve a highly cost effective and stable structure with a best practice business process and approaches enabling highly efficient and accountable operations. This has been achieved by:


o Being the global Planning, Reporting & Billing process owner
o Maintaining and set global Planning, Reporting & Billing process standards
o Managing the established business process governance forums/setup
o To analyse, document, govern and develop processes in line with Transcom strategy and to support their implementation
o To evaluate and deliver analyses to justify implementation or redesign of Transcom processes and projects within agreed timescales and budget
o To own, develop and maintain training concept and material for assigned areas of the main processes for the BST or related systems
o To support Transcom BSTs with standards, tools and knowledge
o To suggest proactive and new development ideas and to give full support on all agreed projects within the company
o To provide ongoing support to Transcom Operations and act as an analyst of processes, systems, benchmarks, and to perform training, when needed, in order to secure ongoing improvements
o To support other team members with their respective assignments
o To always meet or exceed commitments when engaged in projects
o To identify value-added opportunities to increase client revenues and work with marketing in their implementation
o To support the development of win-win client solutions


Pitney Bowes February 2005 – September 2006
EAME Senior Siebel CRM Business Analyst

Business Purpose:
As a customer focused IT professional, the Senior CRM Business Analyst acts as an internal business customer key point of contact within IT. Responsible for articulating customer requirements within IT the role requires assessing the process changes and measuring the impacts on the European CRM project. The Customer Service, Sales and Marketing project implies that the Business analyst owns the different processes to be reviewed and implemented in the CRM solution (Siebel 7.7). The Business Analyst ensures as well that the initial benefits are met according to the CIP (Capital Investment Proposal) and the Business cases.

Accountabilities :
• Quickly assimilate key customer drivers, supporting business processes and dependencies on IT
• Partner with the business to analyse and deliver technology solutions that enable the customer to meet their business objectives.
• Understand the key business objectives behind IT customers’ needs and clearly articulate them within IT.
• Manage multi-level relationships with the company’s key business users and managing or providing ongoing production support for existing and new applications to end users.
• Prioritise new issues and work with the customer to determine the best use of IT resources in order to best address their business needs.
• Transform business objectives, goals and ideas into reliable business requirements that are technically, functionally and commercially feasible, delivering value to the organisation.
• Work collaboratively with a team of local or remote IT associates in project teams delivering assigned business analysis tasks and representing business customer(s). (May involve leading cross-functional linked teams).
• Gather business requirements and conduct workshops, user acceptance testing, and train the trainer sessions.
• Configure system settings and options, planning and execution of unit, integration and acceptance testing.
• Be responsible for producing clear and accurate documentation to include business requirement specifications, use cases, functional specification, opportunity proposal, change requests, test plans and test scripts and training materials.




IBM Europe ( Dublin, London)
EAME Siebel Consultant at Global Services

March 2002-February 2005


Working on several large customers deployments (Bouyghes Telecom, France Telecom, T-Mobile, Banco de Santander) as Technical Account Manager and Lead Consultant on the Siebel implementation and integration



Vodafone Belgium (Proximus), Brussels Belgium
Business Analyst VPN 6/2000-3/2002