Experience

• 

  Rovera & cie

  Aug 1993 - Dec 1998

  Assistant director
• 

  Ags

  Jan 1998 - Nov 1999

  Quality control manager
• 

  Land rover

  Dec 1998 - May 1999

  Marketing database manager
• 

  Compaq

  Jul 1999 - Dec 2001

  Technical support manager

  Managing and maintaining Team performance of the French Mobile Team (headcount management based on forecast, schedules and statistics of the team, managing conflicts, organizing meeting with the team and with other Team Leader to take actions, following escalation procedures, keeping ownership of issues…). Team including up to 27 people.

• 

  Cts (compagnie de transports strasbourgeois)

  Mar 2002 - Jun 2004

  Customer services manager

  Optimizing productivity and quality of customer service hotline (5 people)Managing performance of real time information by prioritizing events (3 people)In charge of complaint service to resolve issues and ensure costumer satisfaction (2 people)In charge of accessibility service, including improving access to tramway and buses for handicapped persons in collaboration with Associations (2 people)Worked on several projects on a creative and constructive way to improve the quality and performance of the teams and of the Company Show less

• 

  Gcl rovera

  Jul 2004 - Jul 2007

  Associate and administrative manager

  Creation and management of a new company in replacement of a 30 years old one that went bankrupt. Recruitment of an efficient team of 9 workers. In charge of human resources, financial and administrative parts, marketing, accountancy, IT maintenance and choices.

• 

  Dell technologies

  Jul 2007 - now

  Leading a team of Optimize for Infrastructure TAMs covering customers in France, Italy, Spain, Middle East and Africa.• Ensuring my team gets everything they need to deliver the best Infrastructure coaching for our customers’ benefit• Empowering Sales teams with Optimize offer awareness• Making sure Customer satisfaction is and stays our first priority Leading a team of Service Account Managers assigned to Channel Partner accounts:• Working closely with Services Sales and Sales teams • Driving problem-solving, ensuring team meets established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics as defined in performance plan• Collaborating to ensure consistency of delivery, best practices and continuous improvement. Responsible for promoting and selling Dell’s support services offers by acting as a trusted subject matter expert to the customer and Sales Teams to recommend appropriate services. Account management after point of sales: customer relationships development, partnership creation. Focus on customer's experience and success every time, value creation for Dell and Customers. Customer's Advocate during Technical Support' escalation management.

  • TAM Senior Manager

    Sept 2018 - now

  • SAM Senior Manager

    Jan 2015 - Sept 2018

  • Service Sales Specialist

    Jun 2011 - Jan 2015

  • Service Delivery Manager

    Aug 2009 - Jun 2011

  • Technical Account Manager

    Jul 2007 - Aug 2009