Expérience professionnelle

Since July 2007 – today                        CHOLANN sprl

                         General responsibility:  Director of CHOLANN sprl.

CHOLANN sprl is a consultant company – Interim Management, specialized in:

                                               Retention – Customer Care – Customer Satisfaction

Customer Experience Measurement

Telecom – Automotive Industry.

                                   Logistics.

                                                Production.

                                                Sales.

                                                                                               

    Assignments:            September 2007 – February 2008: Consultant for an American

                                                            Telecom Company - CLEARWIRE.

  Projects: Customer Care – Retention – Fraude Mgr.

Reporting to the Customer Care direction.

                Manage daily operations of 3 teams (24 persons).

Manage multi-sites operations.

Revamp Customer Satisfaction Level.

Establish a Customer Feedback Management Tool by:

            1 – Evaluation Qualification of the Customer’s needs.

            2 – Staff’s product knowledge.

            3 – Customer Survey.

  Mid-July 2007 – End August 2007: Consultant for a Belgium Company - I.C.T.S

 

Projects: Purchaser.

            Adapt – Analyze purchase item database.

            Re-define RFI – RFQ – RFP process.

                       

Since May 2000 – July 2007                        MOBISTAR (Brussels)

                                               

Responsibilities:             September 2006 – July 2007: Head of Retail Specialist – IT CRM Specialist.

April 2005 – September 2006: Vendor Manager – Outsourcing expert.

                                                            Oct 2003 – April 2005: After Sales Manager.

May 2000 – Oct 2003: Demand Manager.                                                                                               

Projects: Controlling all Retails flows from end to end – IT CRM

application.

 

IT specifications.

            Evaluate and define all IT Company ERP needs.

            Needs Implementation; testing; reporting.

 

 

            Front Office (Customer facing value)

                        Supervising customer’s data.

                        Supervising product changes.

                        Coaching operations on CRM.

                        In real time customer’s data modification.

           

            Back Office (Data integration)

                        Product verification.

                        Product management.

                        Supplier management.

                        Interconnections supervision.

 

            Operations

                        Supervising Supplier’s commitment.

                        Claim’s management – Credit notes.

                        After-Sales decision.

                        Management Reporting.

                        SQL Query management.

 

- Outsourcing specialist.

- Starting & implementation of new Cash register system in the Retail branch of Mobistar

- Launching RFI – RFP – RFQ process for own commodities       (€ 43 Mill. Portfolio)

- Applying SARBANES - OXLEY regulation in buying process.

- Creating interface between the sales channel (Mobistar Centers) and Mobistar After Sales dept.

- P&L controlling.

- Making & supervising MRP system for new sales project.

- Decreasing “sleeping stock value” for about € 10 Mill.

- New sales projects development.           

                                                - Making & analyzing forecast.                                               

From Sept 1998 – May 2000            ADVANCED ELASTOMER SYSTEM (Brussels)
Joined venture between Exxon Chemicals and Monsanto.

 

Responsibilities:             Toll Compounding Materials Planner

          Projects:

- Managing one specific group of products

- Responsible of 4 toll compounding factory.
- Managing inventory level and reducing the “slow moving” stock.

From Nov 1995 – Sept 1998                        CALGON CORP. EUROPE sa                                   

 

Responsibilities:             Inventory Manager

                                    Purchasing & Sales Contact.

 

                                                            Projects:

- Transfer all data’s from old IT system to AS400 based software.
- Forecasting method for the all Calgon Corp group.
- Reducing stock level but keeping customer satisfaction level high.

 

From March 1994 – Nov 1995            ACSAT sprl                                   

 

Responsibilities:             Purchasing - Inventory Manager.

 

From July 1993 – March 1994            DECINVEST sprl                                   

 

Responsibilities:             Purchasing Manager, Sales Contact.

                                    Adj. Director.

Etudes

Marketing Strategic and Marketing Operational

APICS (American Production and Inventory Control Society) – (1999 – 2000).

Economics and Logistics - ICHEC Enterprise – Graduate (1999 – 2000).

Accounting graduate – High School.