Service Manager of the Custom Safety team:- customer support and satisfaction- deliver high service quality- improve processses and efficiency- implement solutions- people management- create and execute business plan

Creating and offering electric power solutions for customers

Ensured business continuity, personal growth and satisfaction while leading a team that manages intra-day resource allocation to Contact Centers

• Increased customer satisfaction by reducing the number of end-of-day open Service Desk tickets to 50% over half a year• Ramped-up knowledge by introducing the Academy, course flows, a hands-on lab and the assignment of a technical coach• Ensured business continuity and expected SLA, by motivating Service Desk and Field Maintenance technicians to perform until the end of the customer contract• Optimized stock based on demand

Developed solutions and new services that contribute to higher customer value, automation, lower costs, and a better position in the market

• Contributed to strategy while being part of global Hardware Services Leadership Team• Lead an international team up to 13 global Solution and Product Managers• Provided global support to most strategic and complex bids, targeting growth in business and limiting competition• Achieved 91% for leadership effectiveness, 8% points higher than the Nokia average• Developed services, based on the evolution and the needs in the market

• Achieved “sale of the month” recognition for an innovative hardware services solution sold to Orange Spain• Rewarded in an innovation campaign for a program to avoid loss of business against competition• Provided solution consultancy including financial impact for customers up to CTO and CFO level in France• Provided guidance and support to experts globally, to help them with contract and price negotiations

• Recognized in a campaign for Quality management• Coordinated Service Delivery towards customer for Hardware, Software and Training services, including escalation support for emergencies• Ensured healthy financial margins and support for contract negotiations

• Ramped-up all Nokia Belgium engineers with 3G competence• Lead teams of up to 50 Engineers (hiring, competence development and assigning to projects and tasks )