• 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)

• 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.

• 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 setting-up the Voice of the Customer program.• Overseeing a team of 4 personnel, direct report to the CEO. Transversal role across the organization (Customer Service, Logistic, Technology, Supply Chain, HR, etc.)

• 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 Initiatives.• 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) and processes for close loop feedback and service recovery actions (+70pts CSAT improvement, Churn -5pts, ROI 29%)• 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.• Developed Customer Experience KPI to be cascaded within the organization to drive accountability (+80% of the company with Customer Experience KPI).• Provided expertise in the development and implementation of the Ooredoo Oman digital channels to drive usage, improve efficiency and achieve higher satisfaction.• Managed different projects aiming at improving customer experience, customer service efficiency and revenue savings: reduced call volume by 20% (despite a 15% increase of the customer base) and increased efficiency by 8%.• Led the set-up of the outbound team and associated systems and processes. • Led the set-up of customer service technical team for launch of Wimax services.• Initialized CRM project implementation from commercial side: CRM Strategy, Business Processes, Business Requirements, and RFP.

• 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 definition and implementation.• 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 markets.

• 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 application to be used in all FT group. Team of 15. • 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 timely delivery within budget.• 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.• Managed numerous DWH and CRM projects leading teams of up to 5 people. Designed DWH applications.