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ST Anwser Capgemini

Digital Customer Experience Director

Experience 18 years Digital Customer Experience Project Director RoleFrench: Mother tongue English: FluentLanguages05/2015 - Today : CapgeminiProject 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 solutionsInitialization and interface of new products in the clients IT ecosystemRoll Out strategy to migrate 7000 Client agents on 20 multinational sites + Change management (e-leaning and training)06/2014-05/2015: CapgeminiProject 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 clients 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: CapgeminiProject 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 solutionInitialize and interface these new products with the Client IT ecosystemDecommissioned applications in end of lifeExecutive overviewCAPGEMINI

1998 : Engineer degree ESIGELEC

Formation

Principal SkillsPrincipal - Senior Engagement Manager

Project Director (IT, consulting & outsourcing)Leading projects for international clientsDelivery 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 supportClient operational IT activities managementBusiness Expertise in Telecoms area (cloud and Digital domains) Digital and Cloud IT knowledgeCRM Solutions: Salesforce Service Cloud and Sales Force Automation solutionsData Intelligence: Tibco MDM and AbInitio or Informatica ETLIVR solution: Odigo from Prosodie

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