Digital Customer Experience Director

Experience 18 years

Digital Customer Experience Project Director

Role

French: Mother tongue English: Fluent

Languages

05/2015 - Today : Capgemini Project Director (Client side) - Service Cloud deployment for BOUYGUES TELECOM

(French Telco operator)

* Functional solution design to qualify customer interactions (Cases and Activities workflows) independently of the communications channel (Incoming/Outcoming calls / shops / telesales / telemarketing / web portal) with Service Cloud solutions

* Technical solution design to interface Salesforce Console with Bouygues Telecom A360view, Alerts , Marketing campaigns, retention campaigns, sales campaigns or Authentication solutions

* Initialization and interface of new products in the client’s IT ecosystem

* Roll Out strategy to migrate 7000 Client agents on 20 multinational sites + Change management (e-leaning and training)

06/2014-05/2015: Capgemini Project Director (Fixed price) – ODIGO deployment for UWV (The Netherland health &

unemployment insurance)

* Functional solution design(Console of management, switching calls, IVR, banner, workforce management, co-browsing, chat, quality monitoring, real time monitoring ) based on ODIGO suite (OOTB solution)

* Interfacing ODIGO suite with client’s IT ecosystem (ETL and Web services implementations)

* Technical architecture implementation ( Data and Voice network implementation + hosting /Security/Robustness/Quality services)

* Roll Out strategy to migrate 900 agents on 3 sites + Change management (e-leaning and training)

01/2012-12/2013: Capgemini Project Director (Fixed priced) – SFA/MDM/CDM deployment for MOBISTAR (Belgium Telco

operator)

* Design and implement of a new SFA based on Salesforce solution to improve sales process + an architecture centralized on a MDM based on a flexible, an extensible & scalable data repository + a new campaign engine based on UNICA IBM solution

* Initialize and interface these new products with the Client IT ecosystem

* Decommissioned applications in « end of life »

Executive overview

CA

PGEM

INI

1998 : Engineer degree ESIGELEC

Formation

Principal Skills

Principal - Senior Engagement Manager

Project Director (IT, consulting & outsourcing)  Leading projects for international clients Delivery of complex IT transformation in Rightshore model respecting tight

delays  and providing a high level of customer satisfaction Consultant

Client business and IT program directors support Client operational IT activities management Business Expertise in Telecom’s area (cloud and Digital domains)

Digital and Cloud IT knowledge CRM Solutions: Salesforce Service Cloud and Sales Force Automation

solutions Data Intelligence: Tibco MDM and AbInitio or Informatica ETL IVR solution: Odigo from Prosodie