Brigitte Lacroix Email & Phone Number

Villecresnes, Fr

Paris Area, France

My role covers the development and the management of Customer Excellence consulting services related to the strategy, organisation, Innovation and digital transformation of solutions and services

Paris Area, France

- Conception and implementation of a 2 years strategy including Sales development, solution portfolio enhancing, communications and marketing programs- Development and Management of an European team of Solution Architects/presales - Business development : Collaboration to RFI/RFP management leading to a 2 years contract extension including netx gen solutions (mobility, WFT)Conception and management of innovation programs promoting short-mid term and short terms solutions either Cisco or other vendors -booster team- Technology watch management- Relationship managementRegular meetings to present current status of projects and check satisfactionTechnical architecture meetings to develop short and mid term technical improvements based on client rules and needs Innovation meetings presenting business oriented developments (digital exception, service desk bot) as well as digital transformation guidelines enabling support for real time collaboration long term strategy for airbus- Digital transformation Conception of the transformation to Digital Workspace based on business usages including operational roadmap from legacy solutions to cloud migration and hosted services architecture either Cisco or 0365 solutions.- Vendor partnership and coordinationJoint vendor EBC in Oslo to present new cloud roadmap and adaptation to the legacy solution (interoperability) of AirbusJoint Adoption program and marketing events to end user to enhance solution usage. Primary usage assessement and reporting analysis;

Région De Paris, France

Bid Management- High level Design (MS Visio)- Kitlist and Bill of material by configuration tools (Cisco/Genesys)- Assement report on environmental applications (Cisco/Genesys)- Budgetatory control (P&L)- Change catalogsProject Management- Team coordination- Planning management (Gantt MS project)- Meeting management - On site follow up- Back up planTechnical environment : Cisco UCCE, UCCX , ToIP, Genesys CIM platform and multimedia SIP server

Europe

VoIP, ToIP CRM consulting : qualification, analysis and Recommendations on major solutionsStrategical consulting for long term development in Call centre solutionBid management on CRM (Siebel Sales force.com) / VoIP/ToIP solution (Cisco Unified Contact Center entreprises) / Genesys/Astérisk) Project management on CRM (Siebel Easyphone) or voice solution for call centre (Cisco/Alcatel/Genesys)Contract and SLA elaboration as well as Quality assurance PlanEuropean Market research : competition benchmark, offer attractivity, public grants, SWOTFeasibilty studies and Consulting for International call centres implementation

Project management for international companies. Sales support for proposal and RFP responses. Communcations techonology support for an unified worldwide solution

Paris Area

From 1999 to 2001: Project management on Call centres in Europe (FTMS Tours and Liberty Surf Spain)From 2001 to 2003Voice solution Consulting for European Branches (COFINOGA, Fidexis Benelux, Liberty Surf UK)Operation Management for the Benelux Branch Commercial Management of the Marketing email offreSales prospection Management Sales team Management (4 people)Sales strategy developpement with reorientation to Major Accounts - Bank, Retail, Pharmaceutical IndustryConception and deployment of new prospection and retention offers (AG2R, AIG, SATCLI)

Europe And United States

European Project Manager : Country implementations in Europe (budget: $10 million)- Market researches for the construction or rental of 6 new sites in Europe for a total of 35,000m² offices & 1,500 people- Site relocations (from 100 to 400 people) over weekends. - Logistical implementation of 5 sites in Europe - Construction follow-up of a 3000m² building in NetherlandsCall centre implementations/telecommunications projects- Conceptualisation of Viking customised Customer Centres in Europe. - Logistical implementation of call centres in 6 countries in Europe (700 agents) : France, Italy, The Netherlands, Germany, Austria, UK.- Project management on disaster recovery solution for call centre.- Management of the Global Account contract with NORTEL for Europe. Negotiations with local distributors (NORTEL FRANCE, SIXTEL, KAPSCH, PTT TELEKOM, BRITISH TELECOM, etc.).- Renegotiations of the local PTO contracts leading to substantial cost reductions in Europe. Adequate capacity sizing of the telecommunications network .- Organisation and management of a global European Voice VPN project. Main carriers involved (British Telecom, France Telecom, PTT Telekom, Deutsche Telecom and subsidiaries Global One, Concert, etc.)

Ingénieur Informatique Spécialisation Telecom, Information Technology

Interprète Anglais, Traductrice Allemand, Correspondancière Italien, Langues Étrangères

Deug Anglais, Allemand, Italien, Langues

Education record