Coaching and Development- Instructional Design- Training and workshop facilitation B2B-B2C (Sales, Negotiation, Customer and interpersonal relationship, Behaviorism)- Coaching for performance, career transition - Outplacement- Skills Assessment - Training consultancy

- Outplacement- Career Transition - Excecutive Coaching- Leadership Training

- Skills assessment - Coaching

Role:In charge of leading the Global L&D community with a strong focus on Customer Facing Populations:- Customer Advisors in Boutiques, CRCs, and B2B Sales Rep.- Retail Managers and assistants,and CRC managers and Team LeadersMission:Transform the Global L&D Strategy into a business tool throughout the Nespresso Training Academy.- Identify Skills and competencies required for Customer Facing Population- Define learning and teaching path for Customer Facing employees accordingly- Identify and develop career paths and development plans- Initiate and manage development of Behaviorist trainings for internal trainers, CRC and Retail employees- Design and develop training material on Nespresso products and services- Design and develop coaching and training material for Managers (Retail and CRCs)- Facilitate Train the Trainers courses to market trainers- Member of the internal Coaching NetworkManagement- Manage an Int'l Training Project ManagerKey achievements:- Implementation of a Corporate Academy for Retail and CRC: 7000+ employees- Development and global roll out of a behavioural training path for 100+ trainers- Development and global roll out of a Sales and Service level-based curriculum for Customer Facing employees (Retail and CRC population)- Development and global roll out of an Operational Management curriculum for Shops’ and Customer Relationship Centres’ Leaders

- Ensure alignement between Learning and Development Strategy and business needs through a Corporate University,- Initiate and manage development of Behaviorist trainings for internal trainers, CRC and Retail employees, - Initiate, design and develop training material on Nespresso products and services,- Facilitate Train the Trainers courses to market trainers,- Animate a trainers community in the markets,- Deliver Strategic Business Skills courses to HQ employees,

Hired in 2004 as a CRC Team Leader, I evolved internally in 2006 to the position of Business Unit Manager.I was appointed to create a new CRC platform for inbound and outbound calls.My mission: ensure compliance with sales targets, quality of contact and lead and develop 8/10 Team Leaders and 110 Customer Advisors.Then to the challenge to manage the training function for the French Nespresso Customers Relationship Centre and while supporting the training for the Retail network from December 2008 to Jully2010:- Set-up the training plan with the businesses and organize follow-up- Deliver softskills trainings modules (Sales tactics, interpersonal relationship...) as well as product expertise trainings modules- Brief and select external suppliers when needed- Co-devevelop the training contents- Measure the quality of decided actions Lecturer Lyon II University(2008-2009) – MO3C – Topic: Training, Instructional Design and Training Evaluation

In a Customer Contact Centre dedicated to the Peugeot Brand, I was integrated as a Supervisor. I managed a team of 8 to 12 Customer Advisors from August to December 2000.After 8 months, I then moved internally to the function of Training Specialist - Recruiter Training: - Set-up & deliver initials and continued training (Educational engineering)- Rollout the training programs and report to PeugeotRecruitment: - Manage sourcing - Pre-select applicant- Interview, choose the applicant (Customer Advisors and team leaders)Quality:- Control and Monitor knowledge acquisition- Manage skills, and respect for procedures- Identify axes of progress - Propose action plans- measure impact

- Managing in and outbound calls,- Handling complains by mail & email - Giving team training sessions on the spot- Back-Office management

In charge of managing and developing a customer portfolio.- cold calls- copy solution selling

In charge of selling to B2C customers windows, french-windows, rolling shutters and doors.- cold calls- sales meetings- exhibitions or fairs