David Braux Email & Phone Number

Valencia, Es

Barcelona Area, Spain

Managing Director of the NewCo activities in Spain

Barcelona Area, Spain

Brussels Area, Belgium

I am heading the Customer Care department, the IT Workplaces support team and the end-user billing chain for BASE Company customers. This role reports to the Chief CX Officer.I enable my teams to reach the highest standards in Customer Experience, by defining and implementing Lean principles and with high customer focus.Strong leadership skills help me every day in driving large teams (+300 team members) towards success.Main achievements:* Team transformation towards customer-focused and performance driven department* Service and Sourcing strategy definition, guidance and implementation (including insourcing, outsourcing and off-shoring)* Enabling value creation in care

Brussels Area, Belgium

End-responsible at financial and operational level for Customer Operations and Contract Management (Partners, Wholesale) for fixed line services. This role reports to the Head of Customer Experience.Definition of Customer Operations strategy (sourcing strategy, call reduction plans, care quality, cost efficiency, first contact resolution), workforce planning and forecasting.Achievements:Implementation of Wholesale agreement for Fixed Line ServicesCall reduction targets reached 3 years in a row by managing a call reduction and service quality program (based on call driver management) and by re-engineering knowledge management Successful implementation of SLA’s and KPI’s with the Customer Service suppliersConsolidation of installer and repair activities from 7 to 1 supplier and 1 workforceRe-organised customer service department after an integration

As a Project Manager I was responsible for the daily management of both Administrative and Technical Residential Customer Service Support and Telesales actvities. This role reports to the Business Support Director.Other tasks: spoc, operational support and trainer for external callcenters, active in VOIP residential projects, processes and procedure analysis, marketing impact analysis and customer oriented communication media

Brussels Area, Belgium

Contact for Operations and Problem Solving Officer: we were the link between callcenters and Operations and Network Engineers. Network monitoring, end to end troubleshooting and communication belonged to our day to day activities. After the departure of our manager, I lead the department during 1 year.

Education record

Education record