Johnny CHARLES

Experience

• 

  Preciphar, at Cegedim RM France

  Apr 2009 - Dec 2011

  • Support Team Leader• Mobile Intelligence Senior Technical advisor• In charge of issues not solved by L1• Communication with the Head Office staff of Pharmaceutical Companies• Train Help Desk technicians to Mobile Intelligence business tools (CRM software) • Diagnose and solve reported issues using methodical steps• Report and follow up of every dysfunction encountered via a ticketing tool• Coordinate information with different departments• Write process with methodical steps to solve an issue• Create an intranet website containing processes & documents

  • Senior Help Desk Technician

    Nov 2010 - Dec 2011

  • Help Desk Technician

    Apr 2009 - Nov 2010
• 

  Cegedim Relationship Management

  Dec 2011 - Apr 2015

  Configuration Expert - Regional (EMEA) Support

  • Referent for all questions regarding Mobile Intelligence (MI) suite configuration towards local Cegedim RM affiliates• Support local implementations to enforce the configuration only approach• Investigate and solve Configuration & Administration issues, including advanced problems requiring business expert knowledge• Ensure a proper, smooth and regular communication with affiliates• Meet with interlocutors to discuss strategy for integration of project systems, databases, or application modules to improve operational performance and consistency of documentation across CRM• Liaise directly with other CRM Corporate teams such as Product Management, Application Engineering, Training, Documentation to inform them about any question, issue and/or recommendation to improve configuration tools• Contribute to the improvement of MI Configuration tools and documentation• Provide regular and ad hoc reporting• Organize and manage short trainings with required parties• Contribute to the integration of new colleagues Show less

• 

  IQVIA

  Apr 2015 - now

  Project Governance & Performance• Client Project Portfolio Management (ensure everything is available in the system)• Data (quality) control (projects used, hours posted, projects' status and settings)• Organized and conducted Project Performance Reviews• Produced and communicated recurring KPIs on compliance, resources, and projects• Organized weekly meetings with Delivery Leaders and Management to discuss KPIs and led actions to improve figuresResource Management• Managed users' profiles in our project management system• Managed projects' assignments• Utilization & workload review / Forecast management• Monitored users' complianceFinancials• Projects follow-up (actuals, costs v. plan, etc.)• Produced ad'hoc reports and analysis for Finance team• Monitored system failures and followed up on their resolution• Monitored projects’ budgets (settings and integration in the system)• Participated in annual budget plan definitionMethodology• Defined standards, templates and processes• Ensured that processes are followed, tools are efficient• Ensured people are trained on best practices Show less Customer Service Management• Ensured fulfillment of contract specifications and ad-hoc requests of the customers to build client satisfaction• Built, established and maintained effective business relationships with clients to proactively support their needs as their day-to-day contact• Partnered with clients to derive optimum value from IMS Health products and services by explaining and expanding the usage of current IMS Health deliverables and identifying revenue opportunities within existing clients• Researched, analyzed and responded to client inquiries that may be very complex and non-routine• Partnered with the account manager or project manager to identify client business issues and provide solutionsPeople Leadership• Took responsibility for people’s development• Conducted product and process training for other employees• Shared information and knowledge upon demand• Set example and showed methods• Provided timely, direct and constructive feedback to othersMain Operations• Executed tasks in order to load data on behalf of clients and affiliates• Created and imported projects/interfaces on an ETL platform• Managed ETL jobs schedules to ensure a proper workload of framework services• Managed CRM administration tasks (creation/edition of user accounts, products, etc.)• Created and followed up on change requests sent to development teams • Tested configuration changes realized by development teams• Created SQL scripts to edit or extract data from the database, or fix issues• Ensured a proper, smooth and regular communication with affiliates and external clients• Contributed to the improvement of MI documentationsProject Management• Administered an internal multi-tenants environment• Managed access permissions• Created SQL reports• Delivered ad-hoc reports to Management / third parties regarding the evolution of workload and status of a project Show less

  • Associate Director, Commercial Operations, IQVIA France

    Jan 2024 - now

  • Associate Sales Operations Director, France Commercial Technology

    Mar 2023 - Jan 2024

  • Associate Director, Global Delivery Operations

    Nov 2021 - Mar 2023

  • Performance Lead, Global Delivery Operations

    Nov 2018 - Nov 2021

  • Project Management Officer

    Nov 2016 - Nov 2018

  • Operations Expert

    Apr 2015 - Nov 2016