Pascal Bataille Email & Phone Number

Paris, FR

Ville De Paris, Île-de-France, France

Ville De Paris, Île-de-France, France

Gennevilliers, Île-de-France, France

• > Organization projects: from BFR capture to UAT, business domain: customer relationship (build / run)
• Roll-out of Salesforce for the Customer Services Direction of the group - 3 Business units - Design and steering of all the internal IT actions - Integration: SSO web portals vs Community; Active Directory.
• Roll-out of Net Promoter Score tool with Medallia - Unified customers data architecture; interfaces
• Program Management for unification of group customer services: 350 users - Odigo. - Selection, deployment. 3 years+ / 3 distinct BUs customer services - Obsolescence and business continuity management. - Simplification.
• Design and implementation of a generic IVR to accelerate the launch of operations for incoming medication emergency calls - Odigo. - Reduced costs and deployment time from several weeks to 1 day
• Upgrade study of the group pharmaceutical CRM - Mobile Intelligence (IQVIA) - Risk assessment, study of 30+ interfaces, costing

Gennevilliers

• Roll out of a new solution for outgoing calls - 80 users - Diabolocom - Tender management, selection, negotiation, deployment - New platform securing, obsolescence management
• PMO (Project Management Officer): salesforce tool transformation - 120 users - KLEE - Preparation and animation of steering committees and project committees. Budget monitoring. - Workshops to collect needs, synthesize.

Paris Area, France

• Direct sales of pharmaceutical specialties (ethical, OTC, generics), telemarketing, e-detailing, surveys, outsourcing - Hermes.Net / vocalcom
• Crisis management: - Management of operations during a complete management renewal - Securing systems with remote site, Procedures, management - Training new team, coaching, support => operations were able to continue.
• Optimization of outbound campaigns: - Design and realization of a sales Forecast tool - Implementation of supervisory tools to identify productivity levers => predictive model validated with 25% increase in distributed.
• Optimization of incoming calls: - IVR set up, routing and call flow management => agile organization - 1500 incoming calls per day
• Development - Reunification of two call centers on a third party site: complete management of the project => transition from 40 to 80 positions - New activities development: overflow calls, surveys, remote training.
• Internal consulting for the Business Unit: - Animation of reflection workshops to unify the national customer service (4 independent sites) - Recommendations on tools / processes / roadmap

Paris Area, France

• Provision of aggregated indicators for the management of the activity: - Consolidation of commercial, logistical and human resources units of work - Design and production of productivity dashboards - Implementation of.

Marseille Area, France

• Build a Service culture at the heart of the IT department for external, internal and partner customers
• Creation of the Technical Support service: - Selection and implementation of an ITIL-compliant incident and request management tool - Drafting and implementation of the internal service agreement ("Service Level.
• Management (4 people): - Organization, planning, backup management - Recruitment, knowledge management, training - Annual interviews, setting of objectives - Audits, reporting

Paris Area, France

• IT Project Manager - Caisse des Dépôts et Consignations CDC IXIS (2 years) - Reorganization of the securities back office: responsibility of the accounting department (4 people)
• Design analyst - BNP Paribas (1 year) - Data collection and Credit risk processing (private customers, companies and banks)
• Project engineer - Société Générale (1 year) - Development and maintenance of the "Interest rate derivatives" app Implementing Business Objects Reports for Traders

Austin, Texas

On behalf of BMC Software, development of a supervision and diagnosis application for Microsoft Exchange and Windows NT Patrol services. Root cause analysis.

Leiden, The Netherlands

Bilingual Technical support (french - english) for Europe, Middle East, and Africa (G2: object-oriented expert system)

Suresnes, France

Development of an operations assistance & optimization software for a waste incineration plant

Diplôme D'Ingénieur

Mathématiques Supérieures Et Spéciales