Customer Service Manager (Job creation)Business: smartphonesMission: Reorganizing and improving Service OrganizationProjects Results: New KPI’s implementation, service network development, outsource control increase, achieving France customer satisfaction to TOP 2-3 EMEA level.Initiatives: Selling added value services with high revenues, creating new operations reports (Sales & Logistics).Lean Six Sigma DMAIC project: Implementing New Product Introduction policy (better TAT,… Show more Customer Service Manager (Job creation)Business: smartphonesMission: Reorganizing and improving Service OrganizationProjects Results: New KPI’s implementation, service network development, outsource control increase, achieving France customer satisfaction to TOP 2-3 EMEA level.Initiatives: Selling added value services with high revenues, creating new operations reports (Sales & Logistics).Lean Six Sigma DMAIC project: Implementing New Product Introduction policy (better TAT, lower material investments)PDCA Projects: Reducing variability of product deliveries from Asian factories to customer warehouses Show less

Business: Electronic goodsMission: Implementing all products Service Policy.Project Results: Strong cost reduction in mobile phones (Lean Six Sigma DMAIC), selling added value services, regulating the service policy of all LGE portfolio (mobile, brown, white, IT goods).Initiative: Creating the role of Mobile Quality Manager (factory customer audits in Korea and China)Awards: 2006 EMEA Best Service Manager

Customer Service and Quality DirectorBusiness: Mobile phonesMission: Bringing the service organization to new customer expectations and business rulesProjects Results: Strong service costs reduction (implementing new repair processes and fee), selling added value services, transferring call centre from UK to France.Initiatives: Creating the role of Mobile Quality Manager, obtained ISO 9002 Certification (2002)

Customer Service Manager (Job creation)Business: B to B and B to C cordless and mobile phonesMission: Create and adapt the Service Organization to the brand developmentProjects results: Implementing SAP, creating a new B to B service offer, regulating the service policyDMAIC Initiatives: Cordless repair cost reduction by implementing innovative solutions

Service Network Manager (Job creation)Business: Mobile Carrier/OperatorMission: Develop the service strategy and operationsProjects Results: Implementing the SFR repair and logistics network, trained 300 SFR car phone stores (quality program certification).

Spare Parts ManagerBusiness: B to B & B to C video/broadcast goodsMission: Managing the spare parts departmentContinuous Improvement: Finalized a faster delivery program. Optimized warehouse storage by 20%Customer Care Manager (Job creation)Mission: Create and develop the new customer care departmentProjects results: Setting up a new and innovative customer care database, establish strategy and operations of complaints management