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With over 25 years of experience in the telecommunication industry, I am a seasoned and certified Director of Operations at Covage, a leading wholesale bandwidth connectivity provider in France. I am responsible for ensuring the quality of service throughout the life cycle of services provided to our customers, across all markets and product portfolios.I have a proven track record of delivering business process streamlining and cost-saving initiatives that increase margins and revenues, as well as driving sound changes to the organization to achieve best-in-class standards and consistently improve customer experience. I have successfully managed production, support, network expansion, procurement, logistics, and field operations teams, as well as internal IT support. I have also facilitated the integration and merger of KOSC Telecom and Covage under the Altitude Group umbrella, leveraging my strong communication, people management, and interpersonal skills.
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Director Of OperationsCovage Jan 2022 - PresentParis - La Défense, France, FrNetwork Operating Center (NOC) Director accountable for Network health and uptime, Customer Support and Field Maintenance activities -
Customer Experience Director At Kosc TelecomKosc Telecom Sep 2018 - Dec 2021Alternative telecom carrier founded in 2016 providing wholesale bandwidth connectivity dedicated to the enterprise market in France.Accountable for Customer Experience, enabling revenu growth through service excellence and customer loyaltyManagement of production/build and support/run teams circa. 40 peopleResponsibilities also included infrastructure network asset management (supporting automated circuit provisioning), network expansion, procurement, logistics and field operations as well as internal IT support<< In June 2020, KOSC Telecom was acquired by Altitude Group. In January 2022, Altitude Group acquired Covage and both KOSC and Covage merged under the Covage brand name >>
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Director Customer ServiceColt Technology Services Jul 2014 - Aug 2018London, GbOperate 24/7 multi-lingual, multi-channels customer Help-Desk* Multi-technologies (IT, Transmission, Data, Voice & VoIP) First & Second Line support * Incident Management, Problem Management, Change Management * Vendor Management (Field Service & Local Loop Access) * Quality Management System (ISO9001 certified) * Planning, design and delivery of agent training (Soft & Technical) * Employee Satisfaction (Willis Towers Watson Engagement Score of 72 in 2017)Accountability of Customer Experience through Incident lifecycle, measured as NPS (Satmetrix Net Promoter Score) and operational KPIs (MTTR, SLA, coms)Long-term strategy including transformation programs to improve service level et reduce cost to serve (Right-shoring/Offshoring, Digital) and evaluation of disruptive technologies (Robotic Process Automation, Bots, Artificial Intelligence, etc…)Identification and execution of operational & organizational efficienciesInteraction with Unions / Work CouncilsMeet or exceed budget targets year-on-yearManagement of Non-Fault Customer Service Desk (Admin, Billing) in S1 2016 -
Operations Director, North AmericaColt Technology Services Feb 2009 - Jun 2014London, GbBuild & own local P&LCost-base optimization delivering 60% reduction of backbone infra & $2.5m opex saving* Contract (renewals, SLA service credit) & inventory management (invoice reconciliation to identify and remove unused local loop circuits and cross-connect)* Infrastructure & network optimization of existing assets (renewals & migrations)Business Development / Capability improvement to accelerate sales revenue from €6m to €8.5m* Network Interconnect (Ethernet, Sonet/SDH, MPLS NNIs) providing direct access to over 90,000 business buildings across the USA and Canada* Strategic partnership & network expansion into key locations (Buy, Bulk, Build)* Deployment of next generation platform (NSN MSP A8100 & JMX960 L2/L3 convergence) * Sales/Bid supportVarious general management and compliance tasks including regulatory reporting and filing, Insurance, Internal Audit, Disaster Recovery / Business Continuity, Security & Operational riskCreate and nurture solid relationship with suppliers (Carriers, field services, equipment vendors)Local customer interface
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Operations Director – Enterprise Business DivisionColt Technology Services May 2008 - Jan 2009London, GbInterface between Sales and Operations to capture business requirements, ensure alignment, agree OLAs, and own improvement plansAccountability back to the business divisions for Customer Experience initiatives managed by OpsOps engagement and sign-off for non-standard / bespoke customer solutions
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Senior Manager - Service DeliveryColt Technology Services Mar 2005 - Apr 2008London, GbOffshoring / Captive BPO – Business Process OffshoringTransition of IP/MPLS processes from Europe to Shared Service Center (SSC) back-office in IndiaRecruitment, training, definition Standard Operating Procedures (SOPs), Operating Level Agreement (OLAs), quality procedure (6 sigma) and reportingAudit existing local country processes and establish best practicesExpertise and ownership of delivery processes for IP, Voice, VoIP and IN servicesRe-engineering of processes, systems and organizational structure in order to achieve lowest unit cost, reduced delivery interval and increased efficiency/capacity and quality
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Service Delivery Ip Configuration ManagerColt Technology Services Jul 2003 - Feb 2005London, GbTeam of 20 located in 5 European countriesPan-European operational responsibility for provisioning and configuration of all IP/MPLS services Responsible for bringing together local teams into a centrally managed organizationLed standardization of processes across 13 different countries into the central function
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Carrier Relations ManagerColt Technology Services Sep 2000 - Jun 2003London, GbTeam of 6 responsible for OffNet access procurement (France only)Local Loop Unbundling Project Management (Degroupage) including Product Management, OSS/BSS (API to ILEC platform), physical deployment of DSLAM, definition of ITIL processes, training & support as well as interface to French Regulatory body (ARCEP formerly ART)Cost saving initiatives (migration of DSL/LL into LLU)
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Managing DirectorSitcom Dec 1997 - Aug 2000Assisted in founding and running this cell phone tower building company to 35 employees and € 4.5m (30 million French franc) income revenue in 2000. Clients included Cegetel SFR, FTMI (Orange), Bouygues Telecom, and Nokia Siemens.* Recruitment, management of both administrative and technical staff* Legal, operational & financial management planning and control* Business development, innovation, patent
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Gsm-Umts Project ManagerEsr Sep 1995 - Nov 1997Follow-up technical turn-key projects: design, estimates, permits, construction site control including H&S compliance, commissioning, testing and acceptance Responsible for individual project P&L
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Military Service (French Navy)Marine Nationale Aug 1994 - Aug 1995France, France, FrChart officer personnel aboard French Navy seagoing vessel Ventôse9 months campaign Atlantic, Caribbean, Gulf of Mexico from Norfolk VA to Fortaleza, Brazil
Nicolas De Vanssay Skills
Nicolas De Vanssay Education Details
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Le Havre Normandy UniversityCivil And Maritime Engineering -
Estp - Grande École D'Ingénieurs De La ConstructionCivil Engineering
Frequently Asked Questions about Nicolas De Vanssay
What company does Nicolas De Vanssay work for?
Nicolas De Vanssay works for Covage
What is Nicolas De Vanssay's role at the current company?
Nicolas De Vanssay's current role is NOC Director | Customer Experience Expert.
What is Nicolas De Vanssay's email address?
Nicolas De Vanssay's email address is ni****@****ecom.fr
What is Nicolas De Vanssay's direct phone number?
Nicolas De Vanssay's direct phone number is +197378*****
What schools did Nicolas De Vanssay attend?
Nicolas De Vanssay attended Le Havre Normandy University, Estp - Grande École D'ingénieurs De La Construction.
What are some of Nicolas De Vanssay's interests?
Nicolas De Vanssay has interest in Children, Education, Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Health.
What skills is Nicolas De Vanssay known for?
Nicolas De Vanssay has skills like Telecommunications, Service Delivery, Voip, Ip, Managed Services, Outsourcing, Management, Mpls, Ethernet, Data Center, Leadership, Operations Management.
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