Switzerland
20+ years of CX ✪ Customer Success Transition ✪ ✪ Digital Transformation ✪ Saas Cloud ✪ Agentic AI ✪ Helping organizations transform their Customer Experience Throughout my career, I have proven to be very polyvalent. I have a wealth of knowledge that has been gained through roles focusing in Customer Experience, Multi-Channel communications, IT Cloud transformation and project management. This knowledge provides me with a distinct advantage, as I have an holistic view of the customer journey from a technical, operational and leadership level. I am a very sociable person and put parts of my success down to my ability to build strong long-lasting relationships with my team, business leaders, suppliers and partners.
Helping companies deliver exceptional customer service
- Built and developed a new Valuestream around the innovative Webex Suite and Conversational AI domains - Grew regional global operations strategy and supported the geographical expansion.
- Grew the customer service strategy by building a support, maintenance & managed services center. - Built 24/7/365 operational Support & Managed Services for all internal business lines. - Successfully developed support activity: > 600 new cases/month well treated and resolved within the deadline. - Implementation of SalesForce Service Cloud as an ITSM tool for the Customer Service department.
Activeo, a French based company, has been providing best-in-class Customer Experience Expertise and Collaboration Solutions for over 20 years. Activeo helps multinational and local companies to improve the efficiency of their Customer Service through Business Consulting, System Integration and Software Development. Activeo delivers Support & Managed Services on a 24/7 basis.
Co-founder & CEO of ACTIVEO MAURITIUS, subsidiary of ACTIVEO GROUP Country Manager, responsible for the launch, management and commercial development Consolidate the support team in Mauritius to cover international clients worldwide (US, EMEA & APAC) Define business strategies and individual objectives, forecasts and business meetings animation Successfully employment and management of 20 employees office based, achievement of necessary certifications with Cisco Systems, Verint, and IT Distributors Provide operational support to global Infrastructure internal Teams and external Clients Main achievements: - 3600 incidents managed per year on a 24/7 basis for 350 worldwide clients - 600 move add change managed on Managed Services - ACTIVEO Mauritius recognised CISCO Partner Support & VERINT Partner Support
Co-Founder of the Web Finance TV and in charge of all Technical aspects Manage broadcasting and network in Europe working closely with Akamai and Orange Direct Management of support team and technical team based in 3 countries (France, Mauritius Island & Liban) Content program writing as well as P&L
Management of 45M€ client portfolio (French customers : Lagardère, Canal) Sales of performance services (optical fiber, satellite, playout, OTT) Assigned and achieved the designated sales targets for various accounts Built and maintained relationships with partners