• Support our client base in the development of their Customer experience management programmes with my team of Client success managers• Lead and develop the CSM team and review its organisation : segmentation, engagement models, objectives aligned with company targets• Hire, onboard and coach new CSM joining the team• Develop methodology, tools and processes for onboarding, management and support of new clients in the new markets• Identify case studies from existing clients in… Show more • Support our client base in the development of their Customer experience management programmes with my team of Client success managers• Lead and develop the CSM team and review its organisation : segmentation, engagement models, objectives aligned with company targets• Hire, onboard and coach new CSM joining the team• Develop methodology, tools and processes for onboarding, management and support of new clients in the new markets• Identify case studies from existing clients in collaboration with Marketing and Sales teams to develop targeted campaigns to nurture sales pipe• Work with the Product team to identify new features to meet the UK market expectations for our CX SaaS solution• Handle the enterprise strategic international accounts while acting as the face of Client success during prospect meetings with the Sales team• Developed a CX maturity assessment tool and methodology to help our clients to grow their CX programmes Show less

• Manage and lead a team of 5 CSM based in different countries responsible for overall client success and health for a portfolio of EMEA enterprise clients with global activities for the CX SaaS platform• Develop annual strategic plans for the EMEA Customer success operations aligned with the global strategic objectives with a focus on growth, retention and reputation• Ensure clients get maximum value out of their Customer Experience Management SaaS platform and managed services… Show more • Manage and lead a team of 5 CSM based in different countries responsible for overall client success and health for a portfolio of EMEA enterprise clients with global activities for the CX SaaS platform• Develop annual strategic plans for the EMEA Customer success operations aligned with the global strategic objectives with a focus on growth, retention and reputation• Ensure clients get maximum value out of their Customer Experience Management SaaS platform and managed services offerings• Work with clients in understanding their business objectives, develop and execute implementation project plans to drive early life client success including application setup, training and onboarding of clients• Provide continued value-add in ongoing client interactions including reviewing client health dashboards and open case log regularly; closely monitoring adoption rates and reacting nimbly and escalating issues as required• Drive and execute client renewals, including proactively identify and prioritize accounts focusing efforts according to perceived risk, potential growth, strategic value, and renewal timeframe• Partner with our Enterprise Sales and Enterprise Consulting Client Partners to proactively build and manage client relationships, discover, collaborate and close new and add-on business within the portfolio of accounts• Partner with our Engineering and Support teams to ensure that our cross-functional efforts are aligned to achieve client objectives, work with the Product Management team to ensure customer feature requests and expectations are managed Show less

Various contracts solving issues, creating value, maximising growth and improving business performance. Provided objective advice and management expertise to help small and medium-size organisations develop specialist skills they were lacking by analysing their strategy, structure, management and operations.

• Managed large scale projects for the four customer facing sectors : customer service, technical support, points of sale and technicians doing at-home installations and repairs. Projects impacted the daily operations of over 4000 employees accross the organisation and required close collaboration with the Senior Vice-President and General Director to develop projects in accordance with their strategic plans and long-term vision• Led strategic initiatives to improve sales growth, churn… Show more • Managed large scale projects for the four customer facing sectors : customer service, technical support, points of sale and technicians doing at-home installations and repairs. Projects impacted the daily operations of over 4000 employees accross the organisation and required close collaboration with the Senior Vice-President and General Director to develop projects in accordance with their strategic plans and long-term vision• Led strategic initiatives to improve sales growth, churn, customer experience, and operational efficiency for 4 customer facing sectors impacting daily operations for over 4000 employees across the organisation• Integrated three different Sharepoint-based knowledge management tools to align/centralise maintenance and updates into a single team. Also enrolled at-home installations and repairs into the newly introduced knowledge management tool• Implemented the new Genesys plateform to replace several systems within customer service operations for inbound and outbound calls, chat and email channels, SMS campaigns, and back-office work• Liaised between IT and operation stakeholders to develop Genesys according to requirements, adapt and improve processes, plan development and roll-out with IT, workforce management and training teams Show less

• In charge of all operational communications for customer service and technical support call centres, agents in points of sale, technicians on the road, and oversaw a team of 15 Managers and Advisors• Improved communication efficiency for over 4000 employees by defining and implementing new standards of communication, helping develop communication strategies for new projects or operational challenges, reviewing the knowledge management tool to optimise resources• Reorganized the… Show more • In charge of all operational communications for customer service and technical support call centres, agents in points of sale, technicians on the road, and oversaw a team of 15 Managers and Advisors• Improved communication efficiency for over 4000 employees by defining and implementing new standards of communication, helping develop communication strategies for new projects or operational challenges, reviewing the knowledge management tool to optimise resources• Reorganized the department through a review of the roles and responsibilities of team members, and the inclusion of two new departments Show less

• Acted as an operations and project manager for the contact centre operations for different efficiency improvement initiatives in the province of Quebec and in Egypt for a total of 3000 representatives. Among the projects implemented :• Developed a convergence plan to increase the knowledge of Quebecor Media Inc TV channels among the customer service representatives and increase their sales rate• Increase the retention rate by developing tools, a communication and a training plan to… Show more • Acted as an operations and project manager for the contact centre operations for different efficiency improvement initiatives in the province of Quebec and in Egypt for a total of 3000 representatives. Among the projects implemented :• Developed a convergence plan to increase the knowledge of Quebecor Media Inc TV channels among the customer service representatives and increase their sales rate• Increase the retention rate by developing tools, a communication and a training plan to improve customer service skills of our representatives, in collaboration with Marketing• Lead a tiger team composed of Operations, IT and several support groups with a special mandate to identify performance opportunities within customer service systems, develop and implement plans to address them Show less

• Over six years experience in operations and project management for the customer care operations consisting 2,500 customer service representatives• Regularly managed up to 10 different projects simultaneously, from small to large scale• Successfully led the launch of the new iPhone 4S for Customer Care operations with minimal impact to operations, customer satisfaction and budget• Re-engineered the incoming call centre activities split into 7 different locations across Canada… Show more • Over six years experience in operations and project management for the customer care operations consisting 2,500 customer service representatives• Regularly managed up to 10 different projects simultaneously, from small to large scale• Successfully led the launch of the new iPhone 4S for Customer Care operations with minimal impact to operations, customer satisfaction and budget• Re-engineered the incoming call centre activities split into 7 different locations across Canada reducing operational costs from $98M to $93M• Created and oversaw a change management committee to better implement initiatives and guarantee adoption of new tools, tasks and processes by internal users• Developed and implemented a new project methodology based on best practices and corporate objectives that was applied to all subsequent projects in customer service operations• Created contingency plans to bring back KPIs to a normal state during crises and designed Pandemic and Business continuity plans Show less

Meet with Marketing departments and translate their need for new projects in the billing system. Manage project teams. Coordinate projects for approval process throughout organization up to VP level.

Represented the billing department in projects to guarantee invoice and billing integrity. Billing chain integrity between the wireless network end customer activities to invoicing. Translate the marketing offers and requirements into the billing system. Managed the continuous improvement process for the department and realized $1M savings.

Coordinator for a technical support group for mobile telecommunications. Manage the intranet for the group in which agents can find troubleshooting guidelines, training documents and links, processes. Coordinate training for new hired agents. Create jointly with QA department processes for the group. Produce technical information for higher management and for customer service intranet.

Manage in-store photo finishing mini laboratory : operations management, employee schedule, stock management, quality management.