Reorganised Customer Service Department (150 positions spread on 2 sites Paris & Reims). Improved customer experience with a multi channel and multi product approach. Defined Customers Service strategy and bugdet. Undertook change management and staff support in those changes.

Developped & structured French Customer Service (awarded Clients Service of the year 2011). Defined and followed up P&L. Implemented technical environement (IVR, E-mail & complaints handling tools, CRM) and management practices. In addition to internal clients service, set up 2 outsourced call centers (in and offshore) and managed relationship with outsourcers. Implemented technical standards and managerial best practices on international client services (17 countries).

Coordinated call-centers management across Europe by establishing or improving budget, planning, reporting, best practices and service level management. Managed evolution of contact systems (launched a European call center in Marseille). Managed operations development projects with Operations Director Europe: managed Service Centers network accross Europe (UK, France, Belgium, Germany), set up, launched and managed a European customer satisfaction survey.

Managed projects identified by the executive committee, reporting to the Chief Executive Officer Optimized customers’ satisfaction and reduced operational costs by implementing processes automation. Increased prospects conversion rate.

Managed remotely the call center (110 positions, inbound and outbound). Recruited, managed, coached, motivated and provided support and leadership for the operationnal managers team (inbound, sells task force, complaints and e-mail handling). Participated in the definition of the business strategy, defined and followed-up on sells objectives and operationnal goals. Managed the annual sales plan and the expense budget. Managed locally the Business Continuity Plan (BCP) and overall security of premises and employees.

Managed the call center (100 positions, inbound and outbound) and developed client contact channels (phone, email, mail and interactive services). Recruited, managed, coached, motivated and provided support and leadership for the operationnal managers team (inbound, sells task force, complaints and e-mail handling) along with the functionnal managers team (workforce and training). Optimized the production facilities, analyzed and followed-up on quality and quantity indicators, defined and followed up operationnal goals. Increased individual and overall performances.

Participated in the start up launch of Client Services. Implemented and maintained the Intranet website. Set up and supervised the following groups: Workforce, Complaints & Customer retention, Email and Training. Defined the functional specifications of the IVR, and coordinated tests. Managed call center development projects.

Organized and managed the Call Centre. Analyzed the service productivity and quality. Researched outsourcers. Coordinated the internal newsletter.