Thomas Palermo

Experience

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  Hamburg-Mannheimer

  Sept 2002 - Sept 2005

  Sales Team Lead

  ► Recrute and lead a team of 15 sales persons► Train, coach and inspire the team► Organise incentives to maintain team motivation and performance at top level► Prospect customers by phone to get appointments at their place.► Sell Ergo Group's insurance products (life and health insurances)► Get the required certification to sell insurance products in Belgium

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  Sitel

  Feb 2006 - Sept 2007

  Technical Support Analyst

  Project: technical support and client service for SONY VAIO business and consumer customers► Handle consumer and professional customers’ queries about technical problems with SONY Vaio computers by phone and e-mail in French ► Handle incidents from the first contact to the issue resolution► Prioritize the workload► Play a team role to constantly reach the SLA

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  Le Cap Vert (my own shop)

  Dec 2007 - Jan 2010

  Entrepreneur

  ► Create from the very beginning a fruits and vegetables shop in a small city in Belgium. ► Create a business plan and convince banks for funds► Prospect customers by creating and distributing advertisement► Prospect providers by focusing on the quality and negotiating the prices► Recruit trainees► Manage the stock (short life span of perishable goods)

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  Accenture

  Jan 2010 - Dec 2010

  IT Helpdesk Specialist

  ► Scout the new customer project✧ convert customers requirements into internal procedures✧ train and coach other colleagues for the project► Collaborate with cross functional and multicultural groups between 2 companies and 4 continents (employees located in Congo, India, Argentina and Ireland) to produce meaningful results and exceed customer's expectations ► Deliver first in class helpdesk service to the 4000 french speaking employees of Freeport-McMoRan (mining corporation - www.fcx.com) ► Develop and maintain internal Database with the most updated troubleshooting knowledge and procedures► Consistently exceed the targeted KPI ✧ 50 calls/e-mail queries answered per day✧ >50% first resolution call✧ > 80% end-user satisfaction✧ > 2 min waiting time for calls / > 4 hours for e-mails ► Be the reference employee on the project for our Dublin office, and the first point of contact for the Congo office of the customer Show less

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  HECC Alliance B.V.

  Dec 2010 - Jun 2011

  Technical Support Specialist

  Project: technical support and client service for Iomega business and consumer products and services► Provide technical support for data storage solutions► Handle customers’ queries by phone and e-mail (French and English)► Play a team role by providing assistance to the colleagues► Collaborate with colleagues to organize the workload for enhancing the team efficiency ► Exceed constantly the targeted SLA in terms of waiting time, first resolution call and customers satisfaction rates. Show less

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  Astrata

  Jun 2011 - Feb 2020

  ► Drive Demand Generation and Lead Management Strategy► Identify content needs, stimulate team effort of the entire company to create content and feed the company blog► Select and manage agency partners to enrich team capabilities► Plan and execute B2B campaigns using the INBOUND methodology and build campaigns within Marketing Automation► Develop the strategy and foundation of the Company B2B websites, fully design and maintain them (using HubSpot CMS and WIX CMS)► Ensure adoption of Lead Management best practices and delivery of Sales Qualified Leads► Evaluate the effectiveness of campaigns and fine-tune to increase conversion rates► Administrate HubSpot Sales and Marketing hubs, LinkedIn Marketing Solutions and LinkedIn Sales Navigator, Google Ads, Facebook Ads, Sigstr e-mail signature marketing solution and various social media accounts. Show less ► Create, manage and execute digital marketing strategy to generate leads and increase brand awareness via LinkedIn, Facebook and AdWords ads, social media campaign, newsletter, marketing automation (HubSpot), landing pages, e-mail signatures (Sigstr), online advertisement and cold-mailing► Create visuals and brochures using Adobe Photoshop, Illustrator and InDesign► Coordinate the translation and localisation of all marketing materials, in-house or with agencies► Manage vendors and build working relationships with vendor representative► Manage the project of the creation of new company website to improve the visitor experience, the integration with our CRM (MS Dynamics and HubSpot) and other tools (CMS, and align its content with the global communication strategy (in Progress)► Improve the Business Analytics by connecting all the tools together to track ROI and conversions and optimise the different campaigns► Prospect, select and recommend providers for services and new tools► Optimise business processes in an agile way Show less ► Train, coach and inspire the team (SaaS and IoT Hardware technical support)✧ Identify and define training requirements✧ Deliver new hire and refresher training✧ Ensure up to date development and maintenance of training material✧ Infuse energy and interaction within the team ✧ Acts as the knowledge link between operations and engineering ► Tier II support✧ Provide Tier II support to hotline agents where they need additional help with tickets; handle some directly as required► Documentation and procedure✧ Develop and maintain internal Database with the most updated troubleshooting knowledge✧ Develop and maintain support processes► Be the link between operations and with engineering✧ document and escalate bugs and request for change✧ participate in daily bug triage meetings with engineering team► Collaborate with cross functional team on specific project to deliver meaningful results Show less ► Provide technical and operational support for SaaS and loT hardware devices to technicians and customers which are fleet operators of transport and logistics companies► Support the customer success / account management team► Maintain internal Database with the most updated troubleshooting knowledge► Handle outage communication (24/7 stand-by duty with recurring shift between 5 employees) ✧► Take the lead on new projects (new products) ► Be a reference to the teamSupported products are IoT hardware and SaaS fleet management solutions including:✧ On-board wireless tracking devices (using GPRS, 3G and satellite communication)✧ Android tablets, with Navigation ✧ Android and iOS Applications✧ Advanced fuel consumption and driver behaviour reporting system✧ Refrigerated trailer monitoring devices and services✧ Productivity-enhancing applications. Show less

  • Demand Generation Campaign Manager

    May 2019 - Feb 2020

  • Digital Marketing Coordinator

    May 2017 - Apr 2019

  • Senior Technical Support Specialist

    Jan 2014 - Apr 2017

  • Technical Support Specialist

    Jun 2011 - Jan 2014
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  Qualcomm

  Jun 2011 - Jan 2014

  Technical Support Specialist

  ► Provide technical and operational support for SaaS and loT hardware devices to technicians and customers which are fleet operators of transport and logistics companies► Support the customer success / account management team► Maintain internal Database with the most updated troubleshooting knowledge► Handle outage communication (24/7 stand-by duty with recurring shift between 5 employees) ✧► Take the lead on new projects (new products) ► Be a reference to the teamSupported products are IoT hardware and SaaS fleet management solutions including:✧ On-board wireless tracking devices (using GPRS, 3G and satellite communication)✧ Android tablets, with Navigation ✧ Android and iOS Applications✧ Advanced fuel consumption and driver behaviour reporting system✧ Refrigerated trailer monitoring devices and services✧ Productivity-enhancing applications. Show less

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  Contrepoints

  Jan 2015 - Jun 2022

  Provide vision and leadership to the organization and manage resources. I'm also legally responsible for all the content published.Contrepoints is the leading classic liberal news website in France, offering analyses on current affairs, reaching 6 million individual readers each year. Contrepoints gets 2 million visits each month. Manage paid ad campaign, mostly with Google ad-word, thanks to Google ad-grants

  • Strategic Advisor

    Feb 2021 - Jun 2022

  • Director of Publications

    Feb 2019 - Feb 2021

  • Marketing Manager

    Jan 2015 - Jan 2019
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  Liberaux.org

  Feb 2015 - Jun 2022

  Head of the board of director, in charge of strategy, communication, fundraising and overall operations.Liberaux is a non-profit, non-partisan organisation committed to defending civil rights and promoting the values of individual freedom and choice, limited government, and market-friendly policies.

  • Strategic Advisor

    Feb 2021 - Jun 2022

  • President

    Feb 2019 - Feb 2021

  • Board Member & Community Manager

    Feb 2015 - Jan 2019
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  Naked

  Mar 2020 - now

  Founder & Marketing Strategist

  As the founder of Naked, I'm growing the company from a solopreneur to SMB, while training and coaching our client's leadership and sales teams. On top of that, I build up Naked's audience, generate demand for our services, create blogs, ebooks and videos, take care of prospection and sales—you name it!