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Aperçu d'expériences de Victor,
freelance STIBO résidant dans Paris (75)

• Project Manager (Freelance)

  Schneider-Electric Global Digital Organization
  2012 - Jan 2020

  (PIM, DAM & Data) APC brand integration in Schneider-Electric Global Product Information Management solution – 3 years
  Business team: USA; IT Delivery: France, Belarus, India
  ⦁ Led & coordinate the full APC scope Products & Digital Assets integration into Schneider-Electric PIM/DAM & Publication to Front-ends
  ⦁ Ensured product visibility on eCommerce web-sites, Product Data integration & continuity throughout the IT landscapes
  ⦁ Coordinated Product Manager Change management & transition to new Stibo Systems tool
  ⦁ Led the integration team & supervised the end to end the project execution to Senior executives
  ⦁ Ensured global KPI’s are met (end-customer satisfaction & end to end Data consistency)
  ⦁ Technology & Methodology: Stibo Systems, ETL Talend, Agile
  
  (Salesforce & Customer Care) Fee-based Advanced Support implementation into Salesforce Partner Community suite – 2 years
  Business team: USA; IT Delivery: France, India
  ⦁ Led the project implementation from Architecture pre-study to project closure
  ⦁ Customer Care features: Case/Contract Management, Chat, Private content access
  ⦁ Global implementation (multi-context support Offer)
  ⦁ Fee-based support Turnover: 6 M$/year
  ⦁ Technology: Salesforce Partner Community
  
  (CTI & Customer Care) Genesys/Nice Systems Global Deployment Project Manager – 4 years
  ⦁ Led the Global CTI & Quality Management vendor tender & selection
  ⦁ Coordinated the IT integration architecture (network infrastructure, salesforce CRM integration)
  ⦁ Key contributor to define the global CTI project deployment methodology & multi-channel integration architecture study
  ⦁ Coordinated the Global Customer Care process definition through process advocates network
  ⦁ Monitored budget forecasts, accruals, project resources, risks and mitigation actions.
  ⦁ Key contributor to the Global deployment strategy and monitoring deployment progress (40+ countries)

  ⦁ Technology: Genesys, Salesforce console, Nice Systems, Nice Workforce Management

• Société Générale Consumer Finance Turkey
  2007 - 2011

  Operations Director (2007 – 2010) & Administrative Director (2010-2011)
  Acted as a transversal role in the organization to enable bank operation; Managing support function departments (9 direct reports & ~60 total staff reporting):
  ⦁ Business Analyst:
  ⦁ Product development & Operations (Sales, Risk, Operations, Finance)
  ⦁ Infrastructure deployment (Receivable Systems, Workflows, Call Center Platform)
  ⦁ Customer Service, Outbound Direct Sales: Back & Front Office (Sales & CC Operations)
  ⦁ Cash Operations: Incoming & Outgoing payments activities
  ⦁ POS Merchants: Pricing & Commissioning Management
  ⦁ Purchasing: Management of bank Purchases from tender to selection
  ⦁ Facilities: Offices/Branches Launch & Management
  ⦁ Internal Control: Process controls & Compliance with regulation and internal banking rules (includes BCP Management)
  ⦁ Technology: Evolan banking system

• Operations Account Manager & IT

  General Electric Money Bank, South Europe Region
  2005 - 2007

  Location: France, Italy, Spain
  ⦁ In charge of implementing HQ operations strategy, leveraging system and process best practices across the region (Consumer Finance Credit operation across 9 countries)
  ⦁ Low Cost Country manager:
  ⦁ Assessing outsourcing opportunities from south west operations countries to low salary workforce locations
  ⦁ Managing implementation from business case & project funding to process roll-out
  ⦁ Customer Service and Service & CRM manager:
  ⦁ Leading front office & Call Center tool deployment strategy (Avaya/Davox/Pega Systems/Ekip)
  ⦁ IT Project Portfolio Management (France Operations Scope)

• Operations Expert

  EMEA FreeLance Contact Center
  2001 - 2005

  Functional & Technical consultancy
  ⦁ Asia Cell (Wataniya Group), Iraq (8 months) VoIP deployment project manager (9 CC sites; 150 Agents)
  ⦁ Nejma (Wataniya Group), Algeria (6 months) Contact Center launch project Manager
  ⦁ ING Bank, France (2 months) CTI-VoIP Telephony integration study
  ⦁ DHL Italy, Spain (4 months) Merge Operations business case study
  ⦁ SKY TV Italia (6 months) Genesys technology advisor
  ⦁ Verizon CCS Europe (12 months) CTI Pre-sales engineer
  ⦁ Infomobile (2 months) Back-office Process optimization

• CTI Senior Consultant

  eLoyalty – CRM
  1999 - 2001

  Location: France, UK, Germany, Netherlands, Austria
  ⦁ Technical integration CRM/CTI
  ⦁ CRM business analyst

  ⦁ Technology: Genesys, Clarify, Siebel

• Developer

  Cohéris – CRM/CTI C++
  1997 - 2001

• Ferma – Telecom Italia Call Center technology deployment
  1997 - 2001
  Technology: C++, HTML, php, javascript, SQL