Simon Gillard Email & Phone Number

Lisbon, Pt

Lisbonne, Portugal

-Develop the BPO site in Portugal from start-up to day-to-day operation -Ensure the financial health for BPO' site-Manage the development of the BPO of Ayming in Portugal ( HR / Innovation / sales )-Management of the smooth running of a physical BPO site with between 95 and 105 employees.-Participate and enrich the customer relationship of our outsourcing services- Creation and follow-up of budget and P&L by client, product or project. - Management of an interco budget between various European Ayming entities - Monitoring KPIs related to the activities worked on the BPO site -Setting up and following up recruitments / HR topics- Proposal and negotiation of offers for services that could be outsourced abroad (Portugal)- Leading company's strategy and vision in Portugal- Leading the medium- and long-term implementation of the Ayming Group's strategy in Portugal

Lisbonne, Portugal

-Responsible of the relationship with our clients and of the financial health ofthe operations.-Driving the KPI's daily in order to create a longtime partnership and satisfyour clients (Lacoste, Special T by Nestle)-Supervision for 2 Team Leaders for 2 different customer service's project-Management up to 35 persons into our teams with several areas handled: HR, schedules,performance, salaries, establishment of monthly and quarterly bonuses, motivation, professional evolutions, staff interview & evaluation.

Lisbonne, Portugal

-Management of a team of customer service agents up to 20 people (Chat –email – Phone - social networks.)-Manage the relationship with the client (Contractor) and reach the KPIs fixed in thecontract.-Establish action plans to achieve our goals and results based on the volume of workbut also based on the ongoing marketing’s action and promotional.-Coaching and developing the skills of agents, daily support of the teams.-Preparation and presentation of weekly and monthly activity’s report to the topmanagement.

Lisbonne, Portugal

-Customer advising by phone and email & chat.-KPI's production target and quality to achieve. -Payment agreement between the company and the customer.-Follow-up on the customer's contract and additional sales by phone.

Région Wallonne, Belgique

-Develop a client’s portfolio in a selected geographic area in Belgium, BtoB & BtoC.-Set up a commercial project over selected periods and compose a team of 3 sales agent under my responsability. -Management, action plan development, target's follow up / KPIs for the sale’s team.-Ensure my own sales group.-Management of difficult customer contracts to renew.-Report to the country sales manager during weekly – monthly meeting.

Certificate, Portuguese

Intensive Portuguese language course, at the "Lusa language school", Lisbon, Portugal. (3 months)

Marketing

Certificate, English

Intensive English's training at “Global Village school” Noosa, Queensland, Australia. (8 months)

Cesi, Social Technique And Education