photo de profil d'un membre

Nicolas

Résumé

Innovator & Entrepreneur, when Customer Centricity, Experience & Emotions become an Art while Maximizing Revenues & Enhancing Employee Engagement. A Journey from Solving Queries to Creating Emotions.

Expériences professionnelles

Chief operating officer

Teleperformance France - CDI

De Septembre 2018 à Août 2019

World Leader in Customer Service and Outsourcing
- Member of the Country Executive Team, in charge of 13 Customer
Excellence Centers with 3,000 positions
- Reorganized the operations to improve efficiency, quality & operational
margins through forecast, prioritization, headcount allocation and progress tracking
- Educated the broader organization on the overall company strategy,
business model, revenue and gross margin

Director of operations france & netherlands

American Express , Rueil malmaison cedex - CDI

De Juillet 2012 à Août 2018

Financial Services
- Member of the Country Executive Team & Senior Executive Team
- Increased customer satisfaction by more than 3,000 Bps
- Relocated 40% of the staff to Brighton, UK and the night shift activity to Toronto, Can
- Initiated innovative customer service strategies (Zappos style)
- Provided business change support to marketing & acquisition teams
including impact analysis, transition management, capability development, and training
- Drove adoption of the Relationship Care & customer centric framework,
processes, and practices throughout our organization
- Managed B2C C Level Interactions, partnership with AF-KLM & shared best practices with CAC40 companies

Department & project manager

Allianz Worldwide Partners , Saint ouen - CDI

De Mai 2003 à Juin 2012

Technical, Medical, Home Assistance & Concierge Servicing
- Started MasterCard Concierge Servicing for several leading french banks
- Managed technical, home, medical & night shift assistance teams 200 HC
- Lead several international projects - Patrols, Shared Air Ambulances, Hotel Bookings
- 6 Sigma (trained & certified)

Formation complémentaire

Bachelor of arts

University of North Carolina at Chapel Hill - International Studies

1992 à 1994

Parcours officiels

HEC – Master in Innovation and Entrepreneurship

Langues

Espagnol - Notions

Anglais - Courant

Compétences

Customer Experience
customer acquisition
Outsourcing
Project and change management
large team management
P&L management
Operations Excellence
Management and Business Development
Project management
lean six sigma
Droit social
Relation clients /Key Account Management

Centres d'intérêt

  • customer service
  • startups
  • innovation
  • entrepreneurship