Mathieu Vandecasteele Email & Phone Number

United Arab Emirates

Dubai, United Arab Emirates

• Ensure regional operational excellence at every level of the organization, across store operations, logistics, warehousing, loss prevention, facilities management, and store planning processes.• Define and manage short and long-term strategic goals for the Operations department in coordination with all managers.• Lead, coach, mentor and manage the operations teams to ensure goals are achieved.• Provide leadership and vision to all functions within the operations department.

Dubai, United Arab Emirates

• Ensured the improvement of the operational standards for the stores.• Visited all stores regularly and ensured that they maintain operations standard and follow the policies, procedures and processes in place.• Supervised and organized the implementation and training of new processes and tools in the stores in compliance with the group strategy.• Implemented KPIs to monitor the stores’ back-office activities.• Ensured that the back-office teams in the stores are in control of their stock and support them proposing ways to better manage the operations. . Improved supply chain strategy by questioning systems in place to better support the stores upstream . Managed changes of business strategy with adapted communication to all stakeholders

United Arab Emirates

. Managed the end to end project lifecycle, from requirement, design, technical construction, risks, testing, acceptance, training, documentation and implementation . Managed and coordinate project deliverables, ensuring their quality and configuration management . Managed customer’s expectation by understanding their needs and providing realistic prospects and scope of the projects . Worked with cross functional stakeholders regionally and globally to map business process . Identified gaps and opportunities for improvement and standardization . Articulated technical challenges or limitation to business requirements and assist in deploying effective solutions.

Neuchâtel Area, Switzerland

• Managed performance of the Service Desk and Support Desk team members to deliver excellent service• Driven the adoption of continual service improvement • Represented the Service Desk projects involving technological solutions• Implemented on-going management of documentation, processes and procedures to support working practices• Coached and mentored team members.• Represented the Service Desk at internal or external meetings which are relevant and appropriate to the success of the desk and the organisation

Lieusaint, Île-De-France, France

• Managed SAFRAN Helpdesk team of 30 agents• Corresponded with customers’ IT departement• Met targets and comitments with contractual indicators• Produced daily results analysis to improve service• Implemented every progress plan• Managed and supervised the teams• Monitored every KPI involving the helpdesk production• Contributed to the new team workers recruitement• Handled technical analysis to improve first call resolution• Developed and implemented knowledge based writing procedures, FAQ, reference tables & diagnostic flow charts• Asset management• Led the Internal Technical Quality Analysis • Supervised the new team workers training• Managed English IT support Team for LABINAL POWER SYSTEMS Twinsburg & Pitstone

Lieusaint, Île-De-France, France

• Helpdesk Call/Mail logging (ITSM)• Installation and support for various applications (Office, messaging, business)• Managed personal Backlog• Found solutions to improve quality service

Dut, Génie Electricité Informatique Industrielle

Baccalauréat, Sti Electronique, Mention Très Bien