Leading the Offers Implementation team in the IT Department of Orange Services.In this position, I create the technical strategy and guide team members inimplementing solutions.Responsibilities:- Manage a cross-functional team of analysts, developers and testers todeliver offers for all customers (consumer, business, corporate)- Provide subject matter expertise and technical direction and guidance for theimplementation team- Coordinate from a technical point of view the analysis, design, development,implementation and testing of new features/projects within the implementationteam- Investigate and solve complex technical issues with simple and elegantsolutions- Effectively communicate with stakeholders in order to manage expectationsor alignments- Mentor junior team members, provide technical guidance, and share bestpractices both within and outside the team- Focus on achieving team goals and overall project delivery milestones- Involved in discussions with the architects and other team members forfinding the best technical solutions

Business analysis:- Collect, analyze and document requirements for different business divisions (Marketing, Sales, Financial, Supply Chain, Customer Service).- Working with business requirements and detailing them into System level Functional Specifications.- Consult development teams to establish technical solution, analyze tradeoffs between usability and performance needs and to plan delivery timescales.- Negotiate feasibility resolutions and deadlines with the business units and propose compromises between conflicting requirements.- Counsel and liaise the business units, development teams and any third party regarding software functionality throughout the development life cycle.- Main applications involved: CRM, Billing, POS, SALES- Participating in the testing phases to validate the deliveries before production.- Main methodologies used: Agile and Waterfall.Project Management:- Obtain business requirements document validated by the requestor.- Define project scope, goals and deliverables and develop project plans together with technical teams using appropriate tools.- Participate in technical solution definition.- Prioritize, plan and follow-up development of multiple tasks effectively.- Notify the internal client regarding schedule, costs and resources of the project.- Maintain the project’s global schedule.- Initiate and coordinate systems/applications testing.

As an IT Business Solutions Analyst I receive business requirements from internal departments such as Marketing, Sales, Financial, HR, Customer Service and Corporate and send them to be implemented by the CRM, Billing, ERP, Data Warehouse and Online development teams.My main responsibilities as an IT Business Solutions Analyst are to: - Collect and priorities business requirements using clients interviews, requirements document analysis, requirements workshops, use cases, scenarios;- Translate business requirements into feasibility studies and/or functional specifications according to the standard templates and using easily understood terms for both business and technology units;- Consult development teams and subject matter experts to establish technical solution, analyze tradeoffs between usability and performance needs and to plan delivery costs and timescales;- Negotiate feasibility resolutions and deadlines with the business units and propose compromises between conflicting requirements;- Manage day to day change requests;- Initiate and conduct acceptance testing;- Counsel and liaise the business units, development teams and any third party regarding software functionality, throughout the development life cycle.Project Management responsabilities:- Obtain business requirements document validated by the requestor;- Define project scope, goals and deliverables and develop project plans together with technical teams using appropriate tools;- Participate in technical solution definition;- Prioritize, plan and follow-up development of multiple tasks effectively;- Notify the internal client regarding schedule, costs and resources of the project;- Maintain the project’s global schedule;- Initiate and coordinate systems/applications testing.

-Ensure correct information on all activities performed both within the department and outside it.-Monitor, coordinate and evaluate continuously all processes in order to improve them.-Implement and monitor compliance fullfills ISO 9001 and Sarbanes Oxley inside the department-Ensure the management of information application program,always trying to update it.-Provide ongoing support inside the department about working procedures that impact the business-Create,continuously up-date and communicate quality documents: working instructions, procedures and QAF's.-Continuously monitor alignment with ISO and Sarbanes Oxley-Ensure proper reporting of all quality documents of the department to other departments of the company.-Post information on: offers, products, working procedures within the department and outside it-Test and provide feedback on all new releases: offers, services, products-Identify and report our instructions minuses, propose corrective measures after analyzing the results and their implementation-Identify opportunities for optimizing procedures, propose solutions and implement them-Monitor specific indicators of call center activity, propose solutions for upgrading and implementing them.

- Reporting team results- SLA performance analysis- Prepare and analyze quality reports- Monitoring and ensuring that both qualitative and quantitative results are achieved- Permanently informing external partners on new contracts and working procedures- Constant updating of internal procedures- Providing individual feedback for all agents- Providing support to all agents- Solving escalations received from the agents- Providing training for all agents

- Solving customer complaints according to working procedures- Provide written / telephone / e-mail answers for customers- Identify solutions to reduce the number of complaints

- Answering calls from customers and providing current information required- Meet quality and quantity indicators- Solving customer problems