Manager of a customer technical support team in an international company, focusing on giving the customers a stellar experience assuring the status of preferred supplier.

Ametek Division Creaform is producing high precision 3D scanners for product development and quality control. The headquarter and production plant is located in Quebec Canada, the total workforce is 600 employees.The HandySCAN Black is currently the best 3D handheld scanner in the world, great with portability, speed and accuracy in workshop conditions.With a team of 8 specialists based in Grenoble France, we support the Customers in the region EMEA for technical questions, repairs and sales of accessories and maintenance plans.We had to recover from an undersized team that had lost the trust in the market.- Trust of customers from key German Market was recovered in one year - Phone Answer rate was raised from 60 to 90 %- Maximum repair time was improved from 15 to 10 working days- Sales of maintenance plans at 120% of objective in 2018 and 2019- Strained relationship between Team and Group Sales Back Office has been resolved

Number 1 producer of Steel for Packaging - Turnover 1 billion € - 5 production plants in Belgium, France and Spain delivering to a worldwide market.The team of 15 engineers was based on the production sites in France, Spain and Belgium.Main missions and successes :- Team mobilization to assure highest reactivity and full customer satisfaction after quality issues- Reporting of plant quality performances and ranking of main claim root causes- Challenging of the plants improvement plans and multi-year quality ambition follow-up- Set-up of a transversal task force that has avoided quality crisis repetition from different plants- Creation of a technical committee that is steering product and production route harmonization- Deployment and consolidation of HACCP Food Safety Program- Long term partnerships with industry leaders Crown, Ardagh, NestléThe result was a progression from 4th to 2nd place in customer satisfaction behind the leader in the market.

ArcelorMittal Europe flat-products 15 Steel Mills - 70 000 employeesAssessment of Mill vulnerabilities through Loss Prevention Audits done with Insurance ExpertsAssure CEO and Insurance companies that vulnerability is decreasing every yearFollow-up of multi-year investment plan to reduce operational risk

Steel for packaging business unit - 5 plants in Belgium, France and SpainResponsible for quality results at customersAfter merger, successful transfer of claim reduction methodology from French to Spanish plants overcoming the cultural differences

Plant of Florange - Steel for packagingQuality department of 50 employees - member of management committee- ISO 9001 certification - Control plan built on FMEA - Progress plan for customer audits- Introduction of Food Safety Program HACCP- Change management to improve quality performance and productivity: 1. Transfer of final quality control operators to production department 2. Implementation of an Automatic Surface Inspection System

Plant of Florange - Steel for packagingTeam of 8 employees- Introduction of 8 Do method for claim resolution and corrective action implementation- 30% reduction of customer claims

Steel for packaging Business Unit, 3 plants in FranceMember of commercial department, working as part of customer teams with account managers.Responsible for German market, Scandinavia and Eastern Europe- Claim resolution- Responsible to challenge production plants to implement corrective actions- OrderBook reviews to optimize selling of high value added products and optimize margin- R&D partnerships with customers to help with their new product development15% growth of market share over the preferred local German supplier