Bernard Verneret
Telecom Senior Manager
71 years old
Abidjan Côte d’Ivoire
Professional Status
Employed
Open to opportunities
About Me
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
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
Manager in Customer Centre
Orange France
Since June 2010
Full-time
Bordeaux
France
- 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
Detailed Description
- Aujourd'hui notre Unité s'est hissée au 1er rang en termes de résultats de production et de qualité de service vue des clients
Company website
Business Development
Sofrecom Algeria
April 2008
to May 2010
Full-time
Algiers
Algeria
- 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...
- To answer to tenders and negotiate contracts
Company website
Programm Manager
Orange Centrafrique
January 2007
to December 2007
Full-time
Bangui
Central African Republic
- As Projetc Manager, I was in charge of the prepararation and the launch of "Orange Centrafrique", new player in the country
- Contributor for the Business Plan and the roadmap of the deployment
- Participant in the negotiations with Government, license agreement
- Supervision and management of the technical and commercial teams
- Coordination of the deployment operations, respect of the planning and of the commitments towards the Government
- Relationships with Orange headquarters and suppliers: civil work, radio, switch, IN, Wimax, billing platform...
- Job descriptions and recruitment
- Implementation of the organisation, planning and communication, coordination of the launch
Company website
Senior consultant
Sofrecom
January 2005
to December 2006
Full-time
Vincennes
France
- Various missions of audit, assessment, consultancy or due diligences for Orange (several countries in sub-Saharan Africa), Socatel (Central Africa), Sonatrach (Algeria), Teleyemen (Yemen)
Company website
Customer Centre Implementation
Algérie Télécom
May 2004
to September 2005
Full-time
Algiers
Algeria
- As Project Manager, I had to pilot the implementation of the internal call centre of the operator, with 100 positions
- I also assist the operator to set up and implement a sales and marketing strategy (existing analysis and market study) and a commercial organisation
- I was also project leader for the implementation of a corparate organisation
Detailed Description
- specifications, layout, IT telephony solution (Genesys - Avaya), jobs description, recruItment, training, coaching, procédures, follow-up
- implementation of the kpis of the call centre
Company website
Launch of mobile operator
Bénin Télécoms
May 2001
to June 2002
Full-time
Cotonou
Benin
- As Project Manager, I was in charge of the launch and the roll out of "Libercom", an affiliate of Benin Telecoms SA
Company Description
when I left: 5k postpaid + 70k prepaid subscribers - 30M€ annual turnover - 70 staff
Revenue Assurance Expert
France Telecom
July 2002
to May 2004
Full-time
Paris
France
- As expert, I took part in setting up Revenue Assurance activities to domestic and international carrier Department
Chief Commercial & Marketing Officer
Orange
February 1997
to April 2001
Full-time
Abidjan, Antananarivo
- Launch of 2 affiliates of Orange Group first in Ivory Coast then in Madagascar
- Advisor to the general management
- To put a sales and marketing department in place
- In charge of the marketing, customer care and sales teams; coordination of IS management
- To develop and implement the marketing strategy: offers, communication, mix marketing, introduction of services (time to market)
- Implementation of the sales and customer care organisation, billing system and back office
- Implementation of the business processes
- Launch of the operator everywhere in the countries: launch of the own shops and the indirect sales network
- Implementation of the kpis
Detailed Description
- when I left: 20k postpaid subscribers and 200k prepaid subscribers - 60 M€ annual turnover - 170 staff
Consultant
Maroc Telecom
January 1996
to February 1997
Full-time
Rabat
Morocco
- Change management
- Reengineering of billing and recovery processes within the framework of the implementation of a new Information System
Chief Commercial Officer
Socatel
April 1994
to December 1995
Full-time
Bangui
Central African Republic
Detailed Description
- 10k subscribers - 70 M€ annual turnover - 90 staff
Sales and Customer Care Manager
France Telecom
January 1984
to March 1994
Full-time
Nantes, Caen
France
- Sales Manager - Normandy branch (from 1984 to 1987): 300k subscribers - 130 M€ annual turnover - 180 staff
- 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
