Yannick Rousseau Email & Phone Number

France

Paris Et Périphérie

Direction du Service Client transverse du groupe Cegid pour les marchés Expert-Comptable, Finance, Paie, Entrepreneurs et Ressources Humaines.

Paris, Île-De-France, France

Jan 2021 - Dec 2022 : Directed Client Services and Event Delivery Project Managers teams across EMEA for both Virtual Events and Webcasting Events Solutions (50+ staff members including people managers), producing over 2000 digital events per year.April 2018 - Dec 2020 : Lead Streaming Event Services & Operations teams across EMEA & APACFocused on quality: reduced controllable error by 5% Customer experience: completed integration of 3 customer services teams with streamlined… Show more Jan 2021 - Dec 2022 : Directed Client Services and Event Delivery Project Managers teams across EMEA for both Virtual Events and Webcasting Events Solutions (50+ staff members including people managers), producing over 2000 digital events per year.April 2018 - Dec 2020 : Lead Streaming Event Services & Operations teams across EMEA & APACFocused on quality: reduced controllable error by 5% Customer experience: completed integration of 3 customer services teams with streamlined workflow and processes.Employee engagement: spearheaded an employee upskilling program (Event Partnership Journey). Productivity : increased staff utilization by 15% in 2022 Data analysis: Introduced new KPIs to better quantify activity levels and optimise resource forecasting.Other accomplishmentsSetting of KPIs and driving actions to improve the following indicators: Quality of Services Utilisation of resourcesVoice of the Customers / Customer ExperienceEmployee churnRightsizing based on the business financial performances and activity pipeline.Employee development and performance managementStrategic planning based on market opportunitiesBudget administration and expense controlIntegration of legacy teams and driving cultural and operational changesImplementation of consistent, global workflows, processes and standard operating proceduresDriving solution migration projects to completionManaging scalibility to sustain he business growth as a result of the global pandemic (double digit growth). Supporting employees through better resource planning and allocation, hiring and coaching. Achieving the highest customer experience despite challenging environment (lock downs, higher demand for the company's services and higher expectations from our customers).Process mappingEmployee hiring, coaching, development and performance management Show less

Région De Paris , France

Directed Customer Care and Service Delivery team in EMEA (40+ staff members) dotted across different countries such as the UK, France, Germany, Sweden, Norway, Italy. Customer experience: Standardized onsite service deliver consistency while adjusting to local markets. Operational efficiency: improved the productivity (saved 5% staffing cost) and leveraged qualified employees in a new Service hub in Vilnius (Lituania).I lead my organisation through an integration with the Nasdaq… Show more Directed Customer Care and Service Delivery team in EMEA (40+ staff members) dotted across different countries such as the UK, France, Germany, Sweden, Norway, Italy. Customer experience: Standardized onsite service deliver consistency while adjusting to local markets. Operational efficiency: improved the productivity (saved 5% staffing cost) and leveraged qualified employees in a new Service hub in Vilnius (Lituania).I lead my organisation through an integration with the Nasdaq corporation and Nasdaq's own multimedia services teams. I consolidated the operations and services team in EMEA as well as collaborating with my peers globally to implement consistant processes.I also gained a Lean Six Sigma yellow belt and applied that knowledge to the multimedia services operations to streamline the global support model. Show less

London, United Kingdom

Promoted to EMEA leader role (20+ staffs) after 18 months in the organisationIntegration process during the acquisition process by NasdaqSolutions migration completed within 12 months

Managed Customer Services & Operations team based in London and in the Nordics (6 staffs).Hired, trained and coached numerous new staffsAchieved monthly billing and revenue recognition targets

Synaptic Digital was a global video solutions company. We helped brands, organizations and agencies get their messages out to their key audiences on TV, the Web, radio and social media.- Account management for customers in Europe- Training and onboarding of customers- Monthly and Quarterly Business Reviews- Revenue retention and expansion goals- Larger project operational execution

• Account Management (65 accounts). Main contacts: Financial Directors and Corporate Communication Directors• Development of new business opportunity via cold calling and meetings; Face to face presentation; Networking with Investor Relation community, PR financial agencies and financial media partners.• Key achievements: • Establishment of strong relationship between PrecisionIR and listed companies thanks to regular business trips to Paris and Brussels• Sourcing and dealing… Show more • Account Management (65 accounts). Main contacts: Financial Directors and Corporate Communication Directors• Development of new business opportunity via cold calling and meetings; Face to face presentation; Networking with Investor Relation community, PR financial agencies and financial media partners.• Key achievements: • Establishment of strong relationship between PrecisionIR and listed companies thanks to regular business trips to Paris and Brussels• Sourcing and dealing with suppliers such as A/V crews and translation agencies for our webcast offering Show less

Master, Marketing And International Affairs

Activities and Societies: INTERNSHIPS AUTOCAR ELECTRICAL EQUIPMENT CO. Ltd – London (UK) International Marketing Assistant Management.

Online Certificate, Business Administration And Management, General

L’Executive Online Certificate « Transformation digitale@ESCP Business School » permet de valider le bloc de compétences n°3 (RNCP36371) «.

Dut Technique De Commercialisation, Sales, Distribution, And Marketing Operations, General

2-year general education on Selling techniques, business English, Marketing principles, high level Finance and business administration.