Vincent Jamin Email & Phone Number

Prague, The Capital, Czech Republic

Accountable for achieving EMEA NPS (net promoter score) target for Off site & Customer self repair motions.Responsible for propagating NPS concept within supply chain team & integrate it in different transformation programs as a successful factor.Defining, proposing yearly NPS target to achieve based on budget, potential funnel initiatives.Implement & drive new E2E support experience governance & effective collaboration structure to support NPS growth on top of improving support efficiency & enabling process documentationDefining continuous enhancement of analytical methodology to find roots of the issues and put in place corrective actions plan.Support various transformation projects by ensuring optimal set up for customer end to end support experience.

Hlavní Město Praha, Česká Republika

Responsible for customer self repair (CSR) program in Commercial PC and Printing, Consumer PC business.* Improvement of EMEA NPS (Net Promoter Score) by 10 pts (45 to 55pts) in 2 years time on more than 300 K interventions per year. * Successful ISO 9001 certification* Definition, development & propagation of an analytical methodology to find miss performances root causes and put in place corrective actions* Coordination, Implementation and tracking of more than 20 processes improvements initiatives through 20 different countries & contact centers in EMEA.* $ 1 Million Cost saving through waste reduction program & CSR promotion initiative.* Successful network transformation management in Turkey without NPS impact

Hlavní Město Praha, Česká Republika

Improvement of spare parts delivery time, pricing & quality in our repair network in EMEA (65 countries, 160 accounts)- improved delivery on time by 5% (from 88 to 93%) while reducing material excess by 50%- drove partner as best in class in planning activity thanks to close collaboration- surpassed performance of all other partners account manager- Conducted quarterly review with the partner- led opportunities for operational costs reduction (New product introduction, Last time buy, purges, logistic flow optimization (parts consolidation...))- mentored new account managers

Prague

Operations Manager of 10 retailers (Carrefour, Boulanger), distributors (Inventec..) for Microsoft Entertainment division.* Improvement from 80 to 98% of successful operational introduction of new games (HALO, Forza Motorsport...) on a specific street date thanks to close follow up on allocation plans with manufacturing & warehouse.* Close collaboration with Sales Account managers with regular customers on site visits for operational performance review and identification of opportunities for improvements in return, logistic, claim processes areas.* seen and acknowledged by Microsoft Sales Subsidiary as the end to end operational expert and recognized for efficient end to end accounts management.* Various cost reductions initiatives led in defective return & excess mgt for games & XBOX console.* Manage issue resolution with customers including co-ordination and closure of short term and long term corrective actions.* Deliver customer training/retraining on Microsoft tools and processes

Hlavní Město Praha, Česká Republika

Manager of 4 team members in charge of relationship (order mgt. claims, returns, credit/debit notes...) with retailers, distributors of Microsoft entertainment division products (XBOX console, games, accessories, PC games...)Responsible for recruitment, training, development & individual performance assessment.

Prague, The Capital, Czech Republic

- Responsible for team structure & size (8 members) to handle activity based on volume forecast.- In charge of recruitment and candidates interview/selection.- Be seen as process expert internally and from customer perspective.- In charge of each individual member development through career development plan & training/mentoring sessions set up.- Responsible for delivering the service in line with the Service Level Agreement approved with the client.- Continuous process improvements through different workshops with customer active participation.

Master'S Degree, Engineering, Management, Logistic And Security In The Field Of Sports

Knowledge of equipment, quality, maintainability, safety in use and cost effectiveness, R&D and innovation, marketing, human resources.

Engineer'S Degree, Technical And Commercialisation Of Scientifics Devices

Bachelor'S Degree, Physical Meaurement