Carla Falck

Bilingual English, mobilizing, pragmatic, results-oriented and focused on customer satisfaction, providing guarantees of results, 20 years of experience in customer relations (strategy, tools, management).

1. Project Management and PMO

Central steering of cross-functional digital customer relationship transformation projects: project scoping and budgeting - Implementation and monitoring of a project management methodology (including agile mode) - Stakeholder coordination, communication - Risk management and evaluation, business continuity plan implementation - Tender writing or position paper writing

2. Business Analysis / AMOA

Clarification of needs expression - Creation of specifications, supervision of acceptance testing - Service provider selection - Process analysis and mapping - Team animation, coordination, and training - User story writing - Planning - Deliverable quality control - Go-live lead

3. Process Digitization - Document Digitization - Document Management

4. Change Management and Customer Relationship Strategy with a Systemic Approach, Vision on the Objective, Gaining Buy-in - Analysis and diagnosis of customer relationship processes - Organizational audit - Audit of IT solutions used in contact centers - Improvement or standardization of processes

5. Management

Supervision (from 9 to 80 people)