Supporting executives through key phases in their careers :- Outplacement- Executive coaching- Team coaching- Workshop facilitation

- Career coaching- Outplacement- Executive coaching

Mezu is an innovative money-app start-up in the consumer fintech space. While new to the fintech area, I upskilled myself to be effective in weeks. I then designed and built the Customer Care organisation from scratch and implemented the customer journey and Omnichannel support processes over digital and traditional media. As a result of my contribution, our CEO was able to focus on funding and growth whilst being confident of retaining and growing customers through excellent… Show more Mezu is an innovative money-app start-up in the consumer fintech space. While new to the fintech area, I upskilled myself to be effective in weeks. I then designed and built the Customer Care organisation from scratch and implemented the customer journey and Omnichannel support processes over digital and traditional media. As a result of my contribution, our CEO was able to focus on funding and growth whilst being confident of retaining and growing customers through excellent CX. Show less

Sitel is a global BPO leader ($1.7BN, 75K associates).I took on a strategic account and grew revenue from 3M€ to 15M€ in less than 12 months, whilst increasing NPS (client reccomendation) from 7 (passive) to 9 (promoter). I also led the account team to exceeding smart-meter installation targets by 10%, decreasing booking costs by 50% over 12 months and achieving sales conversion and compliance targets within 2 weeks of launch.My approach was to build open, trusting relationships… Show more Sitel is a global BPO leader ($1.7BN, 75K associates).I took on a strategic account and grew revenue from 3M€ to 15M€ in less than 12 months, whilst increasing NPS (client reccomendation) from 7 (passive) to 9 (promoter). I also led the account team to exceeding smart-meter installation targets by 10%, decreasing booking costs by 50% over 12 months and achieving sales conversion and compliance targets within 2 weeks of launch.My approach was to build open, trusting relationships at all levels, to support operations in focusing on people performance. Show less

Sitel decided to revitalize the HR function globally to improve employee experience and value, a strategic goal I wanted to contribute to.I led a team of 5 regional HR Directors and 140 associates to support 18,000 employees across 11 countries. Together, we improved leaders' satisfaction regarding HR partnership from 36% to 75% over 12 months. We acheived this through a change in posture and organisation, for example:- Increasing on-time recruitment by 10 % points through process… Show more Sitel decided to revitalize the HR function globally to improve employee experience and value, a strategic goal I wanted to contribute to.I led a team of 5 regional HR Directors and 140 associates to support 18,000 employees across 11 countries. Together, we improved leaders' satisfaction regarding HR partnership from 36% to 75% over 12 months. We acheived this through a change in posture and organisation, for example:- Increasing on-time recruitment by 10 % points through process optimisation and digital sourcing.- Improving associate loyalty by rolling out talent and culture programs, including employee NPS, mentoring, reward and recognition schemes, and a new Employee Value Proposition. Show less

When Sitel asked me to return to lead the French market (100M€ / 3000 people), the company was faced with 3 strategic imperatives: addressing the crisis in the telco market, stabilizing the customer portfolio and solving significant cost challenges. I successfully led the renewal of 2 major client contracts, representing 80% of revenue. I then headed up the process of renegotiating bargaining agreements and reducing fixed costs by 3% of revenue. I also ensured that despite a challenging… Show more When Sitel asked me to return to lead the French market (100M€ / 3000 people), the company was faced with 3 strategic imperatives: addressing the crisis in the telco market, stabilizing the customer portfolio and solving significant cost challenges. I successfully led the renewal of 2 major client contracts, representing 80% of revenue. I then headed up the process of renegotiating bargaining agreements and reducing fixed costs by 3% of revenue. I also ensured that despite a challenging environment, Sitel continued to deliver to its customers. SFR – our largest client – selected us as Vendor of the Year 2 years in succession and also awarded Sitel its prize for innovation based on a project aimed at reducing customer churn. Show less

SFR was a major telecoms client of Sitel, where I headed up the 3,000-strong frontline organisation, with the strategic aim of improving customer experience. I led the team to a 10-percentage point improvement in customer Net Promoter Score over 18 months, and worked with outsource partners, in particular through a 200M€ RFP, to renew the partner portfolio, reduce risk and increase quality. With the team, we developed a new customer care program “SFR Touch” that included the launch of a… Show more SFR was a major telecoms client of Sitel, where I headed up the 3,000-strong frontline organisation, with the strategic aim of improving customer experience. I led the team to a 10-percentage point improvement in customer Net Promoter Score over 18 months, and worked with outsource partners, in particular through a 200M€ RFP, to renew the partner portfolio, reduce risk and increase quality. With the team, we developed a new customer care program “SFR Touch” that included the launch of a training academy for contact centre management. Show less

I had P&L accountability for 80M€ revenue.I led the team to exceed revenue and EBITDA targets 2 years running, sign several new contracts, including a 100M€ deal with a CAC40 company, and achieve the best employee satisfaction progression in EMEA.

Numéricâble (then UPC-Noos) is the largest cable company in France.Heading up Customer Operations, covering field operations, customer care and billing, I led the operational merger of teams from legacy companies and improved sales to install ratios and after-sales performance.

Daher is a transport & logistics service provider.I obtained ISO accreditation for several sites across France and set up a training & security department.

DHL is a global express transport network.I led multiple operational projects, including the ISO certification of the entire French operation.

Linguarama is a pan-European language training service providerI joined as a teacher and was then promoted to sales where I doubled the size of my client portfolio in 12 months.