Paris, Île-de-France, France
With over 4 years of experience as Customer Success Director at Salesforce, I collaborate with international companies to enhance their Customer Relationship and Customer Service strategies through Salesforce solutions. My work focuses on aligning Salesforce capabilities, including AI and CRM-CTI integration, with customer business goals to drive greater value and adoption. I provide governance advice, adoption strategies, and risk mitigation while supporting customer-centric transformations. My career spans over more than 25 years in customer services, operations, and relationship management, with a focus on omnichannel customer strategies across healthcare and industrial sectors. I am committed to delivering innovative solutions and fostering customer-centric growth by leveraging Salesforce's advanced technologies and best practices.
International companies advisory on their Customer Relationship and Customer Service strategy through Salesforce solutions, products and services. My role is to provide a new perspective on how to design and implement Customer Relationship strategies, Customer Services improvement, CRM - CTI - Artificial Intelligence integration, Sales and Service team enhancement. It's also to support on how to leverage Salesforce's capabilities, innovations, AI and best practices to my customers and match their business goals, driving greater business value and alignment. I am also responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. Consulting approach on C-Level, executive board, and CXO's.
Customer Relationship Director at Air Liquide industrial merchant - French Operations Management of 130 people in customer services, front and back office and telesales (P&L 36M€). Board member (+1B€ revenue company) Transformation plan to merge and centralise all back and front office services in a single point of contact in order to simplify the customer journey from order to delivery. Logistics process assessment, ordering, scheduling and delivery management. Sales through an inside sales network, web portal and telesales agent. RSE program focused on customer centricity. In charge of a full active cycle for 200.000 customers (B2B and B2D2B), from contract management, to customer service to invoicing. 6M€ P&L management for front and back office agent). 30M€ P&L for telesales Member of executive board.
Customer Service and Customer Experience Director at Air Liquide Healthcare - Worldwide Operations In charge of Customer Opérations, customer relationship strategy and customer experience program at the global level in Air Liquide Healthcare. We take care of more than 1,3 million patients, we handle more than 7 millions inbound calls per year within 35 countries from physicians, nurses, hospitals and patients with 1.200 agents. Support the different country / business owner and address their stakes per market (Open market, Tender market, B2C market) in terms of Customer Experience, Customer Relationship strategy and Information System projects Lead the Customer Experience program to reinforce the leadership through differentiation and innovation (Customer insights, Customer journeys, Customer Relationship Management and Strategy, Multi-channel contact centre organisation, Customer portal, E-Health, eShop…) Develop the necessary digital tools to adapt our customers’ needs in B2C markets and proximity care. Design the patient and prescriber journey to perform a seamless customer experience Support and stabilize the Information Systems development through a global business IT roadmap and digital program. Business owner support between operation team in each country and the IT group. Partnership with Medtech and project management .
AFRC is the first French association who drives customer and employee experience transformation. AFRC engage the most important community of customer experience and customer service experts. Key figures: - 21 years - More than 3 800 members (CMO, CXO, CCO, CEO,...) - 270 companies members - 23 activity sectors - 50 events per year
Director in charge of Customer Relationship, Customer Service strategy and customer/patient satisfaction. Management of 240 people in customer services. 16M€ P&L management. Executive board member (+200M€ revenue company). Organisation plan to merge operations, logistics, customer care and telesales. Develop customer satisfaction and customer experience strategy. Air Liquide Healthcare / Orkyn', we are the European market leader in Home Healthcare. In France, through 11 contact centers, we handle 1.3 million inbound calls per year from patients, doctors, specialists and pharmacists. Develop customer satisfaction strategy. Sharing contact centre best practices between the 11 contact center managers. Contact centre core control management (inbound and outbound call campaigns, call overflow and call routing techniques and adjustment) management 240 people. Order management, scheduling and delivery support. Telesales through a pharmacists network (5M€ P&L) Analysis through reporting and follow-up on results. Claims management Set up of CRM and CTI solutions and predictive dialing software Patient coaching program Coaching via nurse visit and also outbound calls Implementation of learning programs Calls quality monitoring Development of skills and core competencies in partnership with human resources