I have consistently adhered to the principles of the Plan-Do-Check-Act cycle throughout my professional journey. This approach involves strategic planning, meticulous execution, thorough evaluation, and agile adjustments, aligning with the renowned quality management methodology introduced by E. Edwards Deming. Embracing this cycle has allowed me to systematically enhance processes, optimize outcomes, and contribute to ongoing improvement initiatives.
A senior Customer Experience and operation strategist with 30+ years of experience in corporate and retail contexts, within the industries of Insurance and Finance, Telecommunications, and ICT. Skilled in detecting opportunities and customer and employee needs, I design, implement, and manage new, highly efficient processes that lead to return on investment, successful KPIs, and maximum customer experience. With a strong focus on people management, customer satisfaction, building trust, and change, I work upon principles of simplicity, clarity, and flexibility to transform organizations' CX into a solid Brand proposition.
1. COO at Ergoman S.A. Responsible for :
- Accelerating operational efficiencies and ensuring high-quality solutions for customers by implementing best practices and optimized resource allocation.
- Building, motivating, and leading teams to resolve complex technical challenges and improve processes.
- Encouraging teamwork, energy, and creativity.
- Planning, organizing, and managing effectively multiple projects.
2. Eurolife Financial Fairfax Holdings/ Experience manager, responsible for :
-Designing and implementing a CX transformation program focusing on customer and employee experience and applying the voice of the Employee Program (satisfaction surveys, employee as a customer, appraisals/rewards, Soft/Hard Skills Academy.
-Implementing a new, holistic measurement strategy that focuses on detecting Customer Experience, KPIs related to quality, satisfaction, loyalty, improvement areas, and branding prospects.
- initiating, designing, and installing Salesforce CRM
- designing and implementing a new Customer database merging 5 unconnected DBs
3. Customer Experience Director. Responsible for :
- Accelerating customer experience by initiating Customer and employee satisfaction programs and a Knowledge Academy on the Soft and Hard skills of employees.
- Improving performance KPIs by designing and activating the Agent Workspace-Scripting-Advisory tool
-Demand reduction of incoming calls by designing and activating Voice Portal self-services, utilizing NLU
- Minimizing average handling time of application process (OCR/ICR)
- Establishing a business continuity plan, by designing and developing a nixed outsourcing/insourcing strategy
Machine learning, customer experience, scientific news, and related hobbies, I am interested in any kind of restoration, from an old tool to a whole car.
