Jonathan Maczynski Email & Phone Number

Paris, France

Customer Experience Consultant (missions for SNCF, Suez, Orange): Customer journey, performance management, operational and project management - omnichannel environnements....

Région De Marseille, France

Program Management for Mobile devices (Asian, African, European and American Markets) Coordination of the outsourced operators involved in the production steps/stage/phase (?) (field-tests, technical validations, packaging, production…) for each market Improve the R&D team efficiency by implementing new project manager toolsMain achievement: Commercial.

1 Site St Cloud + Délégation Client + Prestataires (France/Offshore)

Service Offer Development and managers skills improvement 2 sites + partners in France and Offshore HR (recruitment officer) and IT (IT administrator) management Response to call for tenders, Client defenses

4 Sites Prestataires (2 France, 1 Roumanie, 1 Maroc)

Monitoring outsourced partners change for B2B / B2C / Professionals All Samsung products: mobile, white, brown, IT, AC … in charge of 4 sites (2 France, 1 Romania, 1 Morocco) Training programs conception, Knowledge base implementation and update Quality monitoringMain achievements: BPO Change for 2 partners including physical presence on old and new.

3 Sites (Dinan, Rennes Et Bordeaux) + Prestataires

Commercial offer optimization and creation of the subsidiary Cordon Contact Workforce management for 3 sites, training and skills improvement, SLA and KPI monitoring Response to call for tenders, Client defenses Selection and monitoring for outsourced partners (ACD, CRM, Calls) New line of services definition (remote control, click to chat, on line.

France Entière – 18 Sites

Troubleshooting, WorkForce Management processes implementation, response to call for tenders Leading committees and meetings, intern and with partners Projects lifecycle management and reports/presentations to executive committee Managers coaching Audit, analysis and actions plans implementationMain achievements: LG Customer Service move from Holland.

Montigny Le Bretonneux (78) / Laval (53)

Breizh Mobile development and Virgin Mobile France creation Workforce management (up to 150 agents and managers) Customer Experience implementation in order to minimize rate contact and optimize satisfaction Definition of call scripts and knowledge base Quality monitoring implementation Leading committees and meetings, intern and with partnersMain.

Le Mans (72)

• Assistance niveau 1, fidélisation, recouvrement
• Management: Gestion d’une équipe de 15 Conseillers clientèle, animation et pilotage

Brevet De Technicien Supérieur (Bts), Business Management & Administration

Bachelor'S Degree, Trade