In charge of the performance of a customer centre in France, I draw on:
more than 10 years of different operational responsabilites in customer relationship and sales in France (France Telecom Orange Group)
15 years of different expériences to telecoms operators in Africa & Middle East areas: due diligences, launch of mobile operations, CMO, CCO, business development
In charge of the performance and results of a customer centre; I drive a network of 4 call centers based in south of France: headquarters near Bordeaux and call centres in Albi (Tarn et Garonne), Anglet (Pyrénées Atlantiques), Limoges (Haute-Vienne) and Narbonne (Aude)
With nearly 500 call or web agents, the objective of this unit is to assist Orange customers with their use of Orange services like TV, VoIP, High-speed Internet
We serve more than 100k calls a month
With my team, productivity, quality of service, waiting time, customer satisfaction are my daily concern
To develop business of the company in the country: Sofrecom, an affiliate of Orange group, provides expertise and transversal solutions in telecoms consultancy, network and information system engineering
To maintain and develop the relationships with the key accounts in the country: telecommunications operators, telecoms departments in major enterprises of the oil industry, regulation authority...
Various missions of audit, assessment, consultancy or due diligences for Orange (several countries in sub-Saharan Africa), Socatel (Central Africa), Sonatrach (Algeria), Teleyemen (Yemen)
Deputy head, in charge of regional billing and collection unit - Pays de la Loire area (from 1987 to 1989): 1,4M customers - 500 M€ annual turnover - 180 staff
Deputy head, responsible for sales and customer department - Pays de la Loire branch (from 1990 to 1994): 150k subscribers - 70 M€ turnover - 90 staff
