Contact

E-mail

Professional Status

Unemployed
Available

About Me

.

Education

Executive MBA

Université Paris Dauphine
September 2009 to june 2011

february 2011

ITIL V3 Certified
September 2011

Certification TOEIC : 850 / 990 – Level 2+
September 2009

Sup de Co

Ecole Supérieure de Commerce de TOURS
September 1994

Business School - Equis certified

Institution des Chartreux (Lyon)

Preparatory School
September 1992 to june 1994

Certified Cisco Security Sales Specialist and Cisco Advanced Unify Communication
September 2009

Experience

Account & Delivery Manager

a&o
January 2003 to september 2010
  • In charge of the contracts :
    - CAT
    - Nouvelles Frontières
    - Avis
    - Adecco/ Adia
    -Reliance GlobalCom
    - Air Liquide
    - Kaufman&Broad

    Scope :
    -Help Desk
    -Breakfix
    -Imac
    - Business Recovery Plan

    responsabilities :

    - Developing and sustaining excellent customer relationships with client contacts:
    -Performing the role of SPOC (single point of contact) for each assigned account and for incidents occurring on accounts which have no assigned service delivery manager (SDM).
    -Conducting monthly reviews of performance on assigned accounts.
    -Ensuring the appropriate documentation is created and managed for identified accounts including the timely production of meeting minutes in a standard format and any other reporting required.

    -Measuring and managing performance levels:
    Actively monitoring performance throughout the month.
    Ensuring monthly reports are collated, analysed and distributed to the relevant parties.
    Analysing trends and taking appropriate actions.
    -Working with supporting functions to ensure effective corrective actions are implemented in the event of non-achievement of contractual Service Level Agreements (SLA).

    -Instigating corrective actions resulting from escalations/customer complaints
    -Owning any complaints logged by a client until resolution.
    -Working with relevant parties to ensure effective action plans are in place for escalations and that `root cause analysis' is conducted to determine any required corrective actions.

    -Managing amendments required to contracts (i.e. additions and deletions) ensuring that any requests for pricing are dealt with in a timely manner. This may involve engagement with Solutions Architects, Sales or the Pricing Centre.

    -Working closely with clients to understand their business needs and highlight any account development/new business opportunities to the Sales team.

    -Monitoring financial aspects of each assigned account e.g. billing, time and materials requests, ensuring any invoice queries are resolved, profit and loss (P&L

Skills

  • -Strong communicator and collaborator
    -Highly motivated and able to work independently
    -Strategic direction in customer retention
    -Dealing with senior decision makers both internally and externally
    -Strong financial acumen and analytical skills
    -Account development through independent research and creative approaches

Interests

  • from 2003 - strong interest in the art of magic - member of magic circles
  • from 1997 - member of BTCV - I've been participating in natural breaks in UK to save the englsuh heritage
  • Travels around the word (Asia, America, Africa, Russia)