Sébastien F. Email & Phone Number

Paris, FR

Paris

• Developed and implemented a global customer service and partner success strategy.
• Established key performance indicators (KPIs) for both consumer and partner segments, including metrics like Customer Satisfaction, Effort Score, Revenue and Service Level Agreements.
• Acted as the primary liaison for customer and partner feedback, driving company-wide improvements across delivery, product quality, e-commerce, and in-store experience.
• Managed regional customer loyalty managers in Paris, Taiwan, Munich, and New York, ensuring service quality and optimizing operational KPIs.
• Negotiated after-sales contracts with key accounts and strategic Partners (FNAC, Boulanger, Magnolia-Best Buy, etc.)
• Pioneered the use of AI in customer service (volume forecasting, issue identification, chatbot, article writing, IA-augmented agents, etc.).

Paris

• Led and managed Microsoft’s EMEA Customer Service and Support operations, overseeing a team of 350-500 professionals across 10+ languages, serving nearly all European and African regions.
• Managed multiple customer service channels, including Customer Service, Technical Support, Premium Services, social media, e-commerce, and telesales, ensuring smooth delivery and sales operations.
• Developed and implemented customer experience and procurement strategies for Microsoft, covering financial, invoicing, security, and outsourcing processes.
• Improved Customer Satisfaction (CSAT) by 6%, reflecting a commitment to enhancing service quality.
• Pioneered a Change Management program with a pilot in EMEA, driving organizational transformation to meet evolving business needs.

Région De Paris, France

• Led strategic initiatives to align with customer needs and expectations across consumer, partner, and commercial segments.
• Oversaw the validation and implementation of strategic changes in the EMEA region, developing dashboards to track business, financial, and operational performance for stakeholders.
• Directed a lean project to optimize operations and reduce handling time across all EMEA service centers.
• Implemented center consolidation to streamline processes and cut service costs, including relocating German consumer operations to Bulgaria and launching multilingual outbound marketing campaigns in the UK.

Région De Paris, France

• Spearheaded initiatives to enhance quality, efficiency, and cost-effectiveness while driving revenue growth and return on investment in the French market for Microsoft.
• Initiated Voice of the Customer and Partner processes to gather feedback and identify improvement areas for brands and services, facilitating action plans based on insights.
• Led lead generation efforts for partner enrolment and commercial initiatives, contributing to business expansion as well as developed and implemented change management processes globally.
• Defined portfolio boundaries and strategies for Small Business and Mid-Market sales teams, focusing on pipeline engagement, sales cycle definition, and targeted marketing messages.
• Maintained a strong focus on reporting, utilizing efficient KPIs to drive action plans and align with customer feedback, ultimately meeting performance targets.

Paris Area, France

• Managed a team for Consumer Technical Support, overseeing their recruitment, training, and mentoring to ensure high-quality service delivery.
• Developed and implemented a comprehensive Knowledge Management program for the French market, with a focus on quality metrics such as content posted on support.microsoft.com and article views.
• Led projects to enhance self-service mechanisms, transforming them into measurable ROI and simplifying key performance indicators (KPIs) for improved efficiency.