Christophe Boury Email & Phone Number

Staines-Upon-Thames, Gb

Staines-Upon-Thames, Angleterre, Royaume-Uni

Staines-Upon-Thames, Angleterre, Royaume-Uni

Key Responsibilities Order to Cash : orders, credit notes, kit return, admin requests, service and rental billing, invoicing, usage of e invoicing platforms, resolution of account receivable queries Service Operations : service dispatch coordination, service orders closure, Service Order Report validation, spare part order management, quote for customer on pay per call, software upgrade management, shipment of technical Documentation, smart card programClinical trial : order management, process definition, complianceInventory management : inventory reconciliation (regular inventory plus boot spare parts), inventory monitoring for inbound and outbound, Cellex demands monitoring, Spare parts boot stock rec, Refurbishment program (Cellex and lamps)Distribution : UPS management, Movianto management, supply complaint process, management reviewQuality : SOP and WI creation and maintenance in the QMS through Routing, collaboration and approval of documents, Bona fide renewal process with monitoring, GDP compliance, MDR and MHRA audit preparation, creation of admin query, supply complaint, kit return record system, Archiving of order-to-cash documentsContracting : Therakos contract templates, Tender application, Distribution agreements, Loan agreement, Service agreement, Summary Of Exception management, Quotes management, due diligence managementSAP enhancement : super user for both s4 and CRM, Creation of automated report through BI, Implementation of system enhancements, EDI monitoring Name Patient program : management of the program, opening of new countriesProcurement : creation of PO in COUPA, validation of invoice in dolphin, validation of WOFleet Program: 60 Vehicles all over Europe and 10 different Vendors for both Lease and Rental

Staines Upon Thames

Staines-Upon-Thames, Angleterre, Royaume-Uni

Ashford

Responsibilities:• Management of 16 Customer Agents, dealing with 15 000 orders / 600-1000 complaints / 4 000 to 5 000 calls per month • Ensuring customer satisfaction of 6 500 pharmacies, 1 250 ‘natural’ stores plus 7 key accounts• Ensuring dispatch and delivery of 1200 SKUs• Contract management of CSP to ensure customers are delivered on time and in full• Liaising with suppliers, supply chain and warehousing departments, ensuring stock information is correct and up to date for customers• Managing the customer complaint process, ensuring that all claims are followed through to conclusion• Managing the CRM Team to ensure the database is properly coded so the sales rep can key orders and follow up customers sales• Being active part of the SOP meeting and ensuring smooth connexion with the supply chain team, helping them to anticipate potential backorders and to make sure customer are served on timeKey Achievements:• Moving the order processing KPI from 68% to 99% within 6 weeks • Creation and development of the telesales team and moving from €10k to €55k per month • Main driver and source for a new Sales & Logistics process in line with outsourcing to an external logistic provider, ensuring this included a continuous improvement plan• Ensuring on time delivery of pre-order campaigns, over 6 000 orders to be delivered in a 2 weeks window, 6 times a year• Implementation of an efficient CRM to assist the sales reps into their daily tasks and ensuring analysis of business datas • Creation of a markup system to flag the credit notes and then being able to identify the amount of loss per criteria which dictates priorities of the action plansKPI’s:• OTIF – target 99%• Customer complaints – target 95% dealt with within 24 hours• Telesales revenue – target €100k per month • Phone Service Level: 95% of calls answered on first time and missed calls called back• Service Delivery Level ensured of 40h once the order has been keyed by a sale rep

London, Royaume-Uni

Responsibility : - In charge of a multi-lingual team of 23 Customer Service Agents (french / english / polish / swedish / danish / finnish / italian / spanish / portugese / german) dealing with customers from over 100 websites- Managing, monitoring and coaching the achievement of the customer service KPI's and customers SLA’s - Processing 5000 calls / 10 000 tickets / 3 000 live chats / 29 000 orders per month- Offering more visibility to the business by dealing with the shopping portals (Amazon / Ebay / CDiscount / 1001 Pharmacies / PriceMinister)- Making sure the customers will get delivered properly by dealing with shipment process with local courier (Correos / Bartolini / Laposte / Posten...) - Ensuring the safety of payments and sales by dealing with the different payment gateways regarding the different countries (Direct Debit / Klarna / PayPal/ CIC ...) - Getting money back for the company by dealing with the manufactures regarding the customers’ claims Achievements - Implementation of a process to get a better follow up of claims and feedback from customer - Implementation of a process to share information between all the CSR (Evernote / Wunderlist ...)- New starters training regarding processes / system / products - Turning the orders payment success ratio from 87% to 92.8% within a year - Ensuring the company’s popularity on feedback portals with the implementation of a e-reputation follow up- Ensuring incentive / motivation and quality assessment of the team.- Increasing the company revenues by coaching the team to leads conversion and to chase chargeback payments KPI’s- Monitoring of the ticketing / live chat system / Claims / Refunds processes to ensure business targets are met- Ensuring the quality of Customer Service (SLAs) and identification of areas of improvement

London, Royaume-Uni

Londres

Master En Management Et Marketing De L'Evènementiel, Étude De La Communication Et Des Médias - Marketing

Activities and Societies: Chef de projet évènementiel : Conférence Sport et Internet - 2012 Président de l'association du Master Moses.

Licence En Sciences De L'Information Et De La Communication, Étude De La Communication Et Des Médias

Activities and Societies: Président de l'ASPC Badminton - Association Sportive de 250 adhérents - 2007/2008 Membre du Bureau de l'ASPC.