Senior Advisor of Global Head of Customer Service Stream (SANOFI). Sanofi strategic direction is currently to transform, harmonize and standardize practices and simplify the organization, processes and systems to foster a new “One Sanofi” way.Responsible to:-Provide advice on the Core model design, develop the deployment methodology and ensure the quality of Customer Service deliverables in SCCORE (Customer Service Strategy and Customer Contact Management) and SHIFT (SAP ERP) programs. Key Achievements:-Worked directly with the Global Head of Customer Service on the Core model design for Offer to Invoice: service strategy (customer segmentation and service catalogue), growing capabilities (organization and competency framework), neighboring functions (Customer Service interactions with Sales, Planning & Distribution, Quality and Finance), E2E & claims processes, performance monitoring, customer contact management (Pega), specialized tools (contract management and OCR) and SAP ERP. -Developed the integrated deployment methodology of the SCCORE (Agile) and SHIFT (Waterfall) programs as well as the toolkit.-Engaged and aligned SMEs network, hubs and local teams, created momentum and got buy-in on the Core model and smooth change management during the implementation in the pilot countries (Iberia and Benelux) and US.

Responsible to:-Promote and improve the use of existing eCommerce tools and implement new technologies.Increase “true touchless” orders E2E.-Create, direct and develop a global team of eBusiness Specialists located in Customer Service and work in close collaboration with global eCommerce team (Marketing, Deploy and IT).Key Achievements:-Identified the key customer “painful touch points”: not user friendly Customer Facing systems, orders blocked and high number of customer enquiries to Customer Service. -Led a global project that increased eCommerce uptake from 60% to 85%, improved customer satisfaction from 7.5 to 8.6 and reduced interactions with Customer Service with benefits of US$ 50 MM p.a. though:*Proactive training and reactive coaching to customers interacting with Customer Service.*Next generation systems (web and EDI).*New technologies (OCR and Mobile Application).*Analysis and reduction of orders blocked with focus on credit issues.*Automation of pro-active communication processes: backorders, order confirmation and advanced shipping notification.

Responsable to:-Supervise local activities, milestones and deliverables during the implementation of the Core model in US and Canada Customer Services. -Migrate and standardize Benelux, France, Germany and South Africa Customer Services, all of it centralized in a multi-site, multilingual and multicultural Contact Center (Cape Town) operated by country. -Provide guidance and advice to the global Customer Service Deployment team on the design, deployment methodology and toolkit.-Guarantee the core model and minimize the locations needed with a robust governance and a strict change request and step-out approval process. Key Achievements:-During five years relocated in Houston, put deployment consultant, PM and Customer Service operations under the same umbrella. Standardized, simplified and automate US and Canada Customer Services of 250 people with successful go-live onshore and prepared to offshore. The biggest success was the transformation of EDI & Hypermarkets business models representing 75%.-In the next two years in Cape Town, set up from scratch a multi-site Contact Center of 500+ people in a subsidiary. Provided senior advise to PMs and management team recruited externall. Implemented the Customer Services of six countries offshore compliant with the global design. Key achievements were the development of corporate culture, business knowledge transfer and build the trust of local business leaders.-Led a global deploy forum to ensure the smooth running and successful completion of the global program. -Global operational costs reduced by 30%.

Responsable to:-Represent EMEA in the global design team.-Design a global Customer Service operating model for Offer to Cash, as part of the globalization program and roll out of SAP ERP in 25 countries.Key Achievements:-Travelled around the world, identified internal/external best practices and completed the standard design (service catalogue, organization, processes, performance management, technology and operational excellence).-Integrated and aligned the design of the Customer Service workstream with the other workstreams in the global program, including SAP ERP. -Tested successfully the design in the pilot countries.-Developed the deployment methodology (waterfall) and toolkit.

Responsable to:-Design, set up and direct a pilot Customer Service Center for Order to Cash from scratch to be used as reference by the European Customer Service Competence Center during the implementation of Customer Service Centers in other countries.-Double hat Credit Manager.Key Achievements:-Defined and implemented an innovative organizational structure, competency framework and training program that allowed me to develop a best in class team of 70+ people. -Implemented ACD, in house Customer Contact Management and ERP JDE systems.-Created SOPs and obtained ISO certification. -Implemented KPIs and achieved: customer satisfaction - 8.8, order and invoice accuracy - 98%, complaints and disputes resolved < 5 days - 95% and overdue - 2%.-Set up an European Customer Service Competence Center which implemented standard operational framework based on the Spanish model and other best practices in the region.

Business plan, budget control, investment proposals and reporting.

-Developed & implemented Iberian Convergence Plan (organization, MIS and logistics). -Increase ROACE from 7% to 15%.

- Developed the first Strategic Plan based on market research after the liberalization of the Oil market.- Increased market share from 1% to 5%.

Administration, accounting, business plan, manufacturing costs and budget control, and reporting.