Emilie - Chef de projet SIEBEL

FRONT OFFICE SPECIALIST STARTUP Apr. 2001 to Mar. 2004

R&D Director

Innovative, patented IRM (Intelligent Relationship Management) Information System:
· Architecture, design of the multi-tier application
. Lead the development team offshore (up to 10 people)
· Patent design & application
· Functional architecture for several business areas: industry, service
· Prototype delivery to several pilot clients
· Business planning
· Business development

CRM Business Process Re-engineering Consultant / CRM functional expert
· Evaluation of the organization current processes
· Analysis of As Is situation based on the existing capabilities of the system
· Design of To Be situation based on the needs of the business
· Gap Analysis (current system capabilities, future system capabilities required, cost analysis and implementation)
· Siebel Mid Market v7.5 expertise
· XML integration expertise
· BPMN (Business Process Modelling Notation) expertise

CAP GEMINI ERNST & YOUNG – MEXICO DF (MEXICO)

Deputy Project Manager Feb. 2000 to Apr. 2001

CRM Project for AVANTEL - MCI WORLDCOM (top-3 telecom operator in Mexico).
Successfully managed the CRM Project Teams (up to 20 people) from Specification to Roll-out. This CRM project was conducted in the framework of an overall Program, integrating Billing, Service Delivery and CRM applications and processes.

· Conducted the CRM Process Reengineering and participated to end-to-end Process Reengineering
· Responsible for the Functional Architecture of the CRM System: Mapped CRM processes into appropriate system functionality and modules; managed expectations between customer requirements and system capabilities.
· Responsible for the Technical Architecture of the CRM system: Siebel Architecture, Interfaces with external systems, sizing and performance fine-tuning
· Managed the Coordination with Billing and Service Delivery Projects
· Supported the system integration and validation: managed the test plan and test cases writing, provided support during UAT.
· Supported the Change Management: support to communications, presentations to key-users
· Trained 30 end-users from Sales, Customer Service, Collections & Fraud, Billing and Marketing in 3 sessions
· Provided CRM and Siebel Communications Expertise all along the Project



CRM Team Leader Nov. 1999 to Feb. 2000

Successfully managed the CRM Team (5 people) doing the Gap Analysis for AVANTEL - MCI WORLDCOM (top-3 telecom operator in Mexico).
The Gap Analysis addressed a wide functional scope, involving Customer and Customer Service Management, whole Sales Loop – including Campaign Management, Order Entry and Management, Service Delivery and Network Inventory, Billing, Collections and Fraud Management, Product Catalog for new products for mass market and business customers.

· Organized and conducted the workshop sessions with key users and IT people.
· Managed the Functional coordination of CRM stream
· Delivered all contractual document describing the solution and business case on time, with a high level of quality
· Proposed a high-level planning for the CRM Project
· Provided CRM and Siebel Communications Expertise


CAP GEMINI TELECOM – LISBON (PORTUGAL)

IS Consultant Aug. 1999 to Nov. 1999

CRM Scope for TELECEL (top-5 mobile telecom operator in Portugal).
The Scope covered the whole CRM area: Customer Management, Campaign Management, Order Entry, Sales, Collections and Fraud Management in the framework of a mobile operator.

· Functional Consulting to describe the As-Is situation: current Processes auditing
· Conducted Workshops with the Customer IT and key users
· Designed the To-Be situation
· Proposed a Transformation Design,
· Gap Analysis
· Provided CRM and Siebel Expertise for Siebel Communications


CAP GEMINI TELECOM – PARIS (FRANCE)

Siebel Expert Jan. 1999 to July 1999

Service Delivery project for the SITA-EQUANT joint venture (major European telecom operator). The Service Delivery Project covered the Service Delivery, Order Entry and Product Configuration. It involved a heavy effort of customization of Siebel.

· Specified the User Interface and the Order Entry System (UML)
· Conducted Workshops to gather customer requirements
· Led the prototyping of the system based on Siebel 99, and conducted presentations (Siebel Tools, Siebel Administration, Siebel Workflow, java script)
· Led the development and customization of the User Interface for Order Entry
· Provided technical support in Siebel Servers Installation and Administration
· Trained the development team members to Siebel Tools
· Provided technical assistance to the development team (20 people) during the whole project


Developer Sept. 1998 to Jan. 1999

Service Delivery Work Order Management system for FRANCE TELECOM.

· Technical specification of the Management of ISDN orders system interface
· Performed testing and fine-tuning of the application (C and SQL developments using Uniface L4G, UML for design)
· Performed maintenance of the current version