Renaud Ichac Email & Phone Number

Lausanne, Vaud, Suisse

Lausanne, Canton Of Vaud, Switzerland

Responsible for building and coaching a team of enthusiast technical account managers: performance analysis, communication of the contractual KPIs and known issues, across business units (Aviation, Maritime, Enterprise/Land, Government).Sales support (bids and contracts) for Commercial Aviation.Achievements:  Implementing from scratch a world wide team (Singapore, UAE, Europe, UK & USA) to support airlines (LCC to Premium) in Asia, Pacific, MEA, Europe, and South America, but also Maritime, Enterprise or Government customers.  Lead support reviews with technical partners (Safran/Zodiac, Thales, Airbus). Design a proactive B2B support model to inform customers on the health of the services instead of waiting for customer complaints. Benefits: - Strong decrease of customers inquiries, which demonstrates more confidence from the customers.- Use this confidence on this account management as an asset to up-sell or get new fleets to equip. - Less stress of the team who can manage more efficiently their technical analysis, looking at the big picture instead of focusing on single events. - Propagate this efficiency to technical expert / problem management with better level of documentation of the cases and therefore better impact analysis to set appropriate priorities.  Challenge our Operations team to drive support improvement for our customers (responsiveness, quality). Contract negotiation with the call center supplier in Egypt (B2C support for Aviation and Maritime connectivity services) - Up to USD1M budget. Join customer steering committees and support commercial account managers. Contribute to implementation programs (support and operational model definition and implementation). People management during the COVID crisis. Budget follow up.

Geneva Area, Switzerland

Responsible for implementing and managing the outsourced call centre and supporting service design or configuration. Product manager for the customer portal implementation, tracking equipment real time status (IoT).Achievements:  Implement from scratch the web portal dedicated to airlines’ maintenance teams to proactively support service availability improvement with real time fleet connectivity status (IoT), fleet statistics and automated alerts.o From need gathering to product roadmap for the next 2 years.o From development project to worldwide deployment strategy.o Add each new platform project to the monitoring interface program. Implement from scratch the outsourced Customer Care Desk Level 1 support for airlines (B2B), for their passengers (B2C), for their crew members and for the SITAONAIR Account Managers: o From supplier selection and training to contract renewal negotiation.o From procedures definition to day to day support and Quality control. Process improvement to structure activities while volume of activity was increasing (+45% in 2016, +33% in 2015)o 75% responsiveness improvement (from 1 day in 2014 to close a request to 0.26-day end 2016)o Quality improved (from a 82/100 score on call handling end 2015 to 90/100 score end 2016). Show agility by promptly implementing new support processes (fast moving environments):o Create a dedicated support model for trial with new product (Crew Tablet app) within 2 weeks. o Implement support in Japanese to passengers within 8 weeks (from business requirement to go live). On network incidents, handled communication to airlines (incl. PMIR and RCA documents from ITIL). Develop internet product expertise used to support the organization (account manager, marketing, engineering, operations) like validating new internet offer feasibility or improving network real time monitoring.

Responsible for measuring and analysing the customer satisfaction with a team of 4 employees; Budget: €1M.Achievements: Implement from scratch the survey project (kpi, sample, tool, process) for Customer service. Maximize the use and effectiveness of the campaign (based on the 6M incoming calls / month handled by 20 sites). Data analysis to improve Customer Service quality & efficiency and to feedback Marketing on offers. Design and orchestrated a recall process dedicated to retaining churners (1.5M€/Y ROI expected). Develop customer voice reporting using semantical analysis of the verbatim to detect subtle signs of change.

Paris

Responsible for coordinating 4 centres during the deployment of a new company-level HR agreement (2,300 employees). Achievements:o During implementation phase, define the number of employee on each type of contract to fit workforce need.o On quarterly basis, optimize workforce quotas (number of employee per period of time) to cover seasonality, launch of new offer or school holidays.o Handle workforce quotas tuning and coordination with call flow routing during labour dispute.o Successfully transferred the knowledge about resources organization related to the HR agreement to suppliers following the acquisition of 3 internal call centres. o Set up new activities in the internal locations to reduce the delay period of appeals (halved) or to challenge the retention process (rate +10%) by targeting proper audience.o Design individual performance tool and reports for the operation teams.

Paris

Responsible for designing and delivering business analysis environments, managing 4 people and €700k / Y.Achievements:o Benchmarked specific tools for the financial division (Business Objects and MicroStrategy).o Analyzed needs among B2B and Financial division to define BI impacts.o Assess the technical and financial feasibilities of projects. o Deliver multiple business environment to fulfil specific business needs like B2B (sale force portfolio follow-up), Marketing (new offer follow-up) and Financial division (turnover analysis).o Led a 4-member development team (on Business Objects reports and universes).o Collaborated with Teradata administrators to drive the unnamed data access project (according to French law).

Led test team on DataWareHouse development- Formulated the strategy of test campaigns on loadings, computes, aggregates and backups.- Supported DBA on Teradata database and operating team

Led a 6 person support team for the DataMining division- Organized the follows of data refreshes- Managed the deployment of tools (SAS, Business Objects) and the end-user support (tools and data)

Formulated and implemented tests on payment services for pre-paid mobile phone accounts (ksh).

In Public Health (CNAM - French social security system) and Cable TV operators (France Télécom Câble et Lyonnaise Câble)Collaborated on a project team of the Y2K migration.- Designed database (Oracle 8) ; Promoted DBA- Implemented loadings of regional centres - Aggregated (Pl-Sql, ksh) payment of the expenses to evaluate the balanceImplemented billing batches (Pl-Sql, ksh).Designed CRM user interfaces.

Grenoble - France

Economics analysisLooked for uses of ceramic nano powdersDevelopped partnership

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