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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