Stephane Berton Email & Phone Number

Dubai, AE

• Responsible for the setup and operations of a contact center service provider.
• Responsible for Finances, Technology, Recruitment, Training, Processes, Quality, etc.
• Hired +100 agents and Generated +$5m Sales Revenues for a satellite TV service provider.
• Took over and Optimized a Customer Service operation (100 per cent KPIs on targets and +50 per cent efficiency)

Austin, Texas, US

• Leading implementation of Customer Experience Program for the leading service providers in Middle East
• Providing Customer Experience Insights, Best Practices and Consulting Services.
• Responsible for managing the portfolio of Middle-East clients, leading Account Management Services and Activities and Supporting Sales and Pre-sales activities.
• Providing Team Coaching and Mentor-ship.

Riyadh, KSA, SA

• Responsible for defining the Customer Experience and CRM strategy, designing the customer journey, measuring the customer experience, analysing the application and web experience and deriving actionable insights, and.
• Overseeing a team of 4 personnel, direct report to the CEO. Transversal role across the organization (Customer Service, Logistic, Technology, Supply Chain, HR, etc.)

Al Ghubra, OM

• Led the definition of the Customer Experience Strategy and the implementation of the Customer Experience program: Customer Promise, Customer Experience Design (customer journey maps), Governance, 3 years roadmap of.
• Set up the Customer Experience Office.
• Led the Customer Delight Team (C Level and Directors): Customer Insights analysis, Customer pain point analysis, actions plans.
• Designed the Voice of the Customer program (Middle East Call Centre Awards 2016 - Best VOC program) led the provider selection process for Ooredoo Group (Responsetek) and implemented the solution (1st in Middle East).
• Influenced Products and Services requirements and led Business Simulation to validate the Customer experience
• Built and coordinated the Customer Experience cross functional-team to impulse the Customer Experience culture across the company.

• Managed 2 projects aiming at enhancing customer experience with digital banking. €1M budget.
• Involved in the operations stream of a 100% online MVNO in France: Responsible for logistic, devices, digital payment channels, and Customer Care setup: RFP processes, partners follow-up and coordination, processes.
• Valuated a West African mobile operator. Defined high level MVNO entry strategy in a middle-east country and developed the business model. Analyzed MVNO markets in UK and Italy for a prospective investment in those.

Issy-les-Moulineaux, Île-de-France, FR

• Managed merge between two independent CRM systems for Orange Customer Service. Very high visibility project at the heart of FT’s corporate convergence strategy. Team of 40. €5M budget.
• Launched and managed the first cloud CRM for sales force of Orange subsidiaries. Team of 25. €10M expected revenue increase and €3M expected cost savings. Designed and delivered turn-key first standardized CRM.
• Provided technical and management expertise to consultants hired by UNI2 (Spain). Coached and trained staff on CRM Software package best practices. Crisis management: Assembled special task force of six and ensured.
• Wrote business case assessing impact of Orange Group CRM. €5.3M savings for €7M global investment. Interviewed country heads in Belgium, Denmark, Holland, Poland, Slovakia, and United Kingdom.
• Led 7-people team to implement CRM application for Orange Denmark Customer Care. Managed constituencies from over five countries.
• Designed CRM application for Orange NL. Enabled customer retention increase, process automation and significant productivity gains, reducing operating team from 10 to 2 people.

International Master Of Business Administration

Engineer, Electronic And Telecommunications