Clément Barros

Mission: Within the CRM tribe of LCL's IT department, I worked as a telephony Business Analyst for the FLOW project. This project involves implementing the Worldline Contact telephony tool in LCL branches. I was responsible for deploying the Worldline solution for the Monaco, BEI, Wealth Management, and Portfolio Management areas.

In my cross-functional role, I also managed the Run and support for end-users in their work environment.

Project Management: Hybrid

Daily/Sprint planning

Stakeholder management (business units/project managers/publishers/end-users)

Governance: Co-project organization/Co-steering committee participation (publisher and internal)

Prioritization of the schedule and supplier visibility to optimize the management of new releases,

Cost estimation for new features

Business Analyst: Build

Kick-off: Gathering telephony needs and defining an MVP

Collecting needs from targeted entities for the EDB (Enterprise Data Book)

Design and specification workshops with the publisher

Writing specifications with the publisher

Writing test cases / Executing test cases

Managing releases in different environments

Telephony Specifics: Build

Adapting provisioning flows according to needs for importing data into the Worldline Contact tool (non-production & production)

Adapting the data collection form according to needs for importing data by the publisher into the Worldline Contact tool

Facilitating workshops: MVP, line routing, use cases, statistics, change management, data collection form

Demonstrating the tool and new features

Choice document and impact analysis

LCL Telephony Specifics: RUN

Reporting and tracking RUN incidents with the publisher

Managing change requests during deployments

Managing problems and incidents

Support for end-users

Mission: Within the "Customer Service" department of Air France-KLM, I serve as the Telephony Product Owner for an international scope. My team of 2 Business Analysts and 3 developers manages the entire call lifecycle. With a strong Marketing/Commercial focus, the objectives are oriented towards call security, automatic customer recognition for CRM integration, and high-contribution call service. With a focus on optimizing call center agent tools.

Key figures:

111 Markets/Countries; B2C/B2B/B2T Segment (travel agencies): 29 languages managed; 1.2 million calls/month; 500 Commercial numbers, Agile (SaFE),

Agility: Product Owner

Responsible for the telephony product and spokesperson for the team

Implementation of a product vision and roadmap

Management and prioritization of backlog/risks/dependencies based on business needs and company portfolio objectives.

Telephony Solution: Run Management (activity security)

Gathering and analyzing needs with business units/suppliers

Coordination with the entire project team and stakeholders (senior management/purchasing/architects/business units/Customer Service PO/Product Manager...)

Creation of new phone lines and IVRs / Management and Optimization of IVRs and the call distribution platform to our partners

Project for migrating tools to AZURE cloud

Management of telephony architecture (OBS/Odigo interconnection project, Voicebot)

Incident management/Wallboard/Monitoring/Alerts etc./ Creation of a Business Continuity Plan

Telephony Solution: Customer Service Excellence / Innovation

Call bot implementation

Project focused on customer service excellence (e.g., prioritizing passengers with imminent flight tickets in the queue; directing "high-contribution" callers directly to their lines; prioritizing premium calls; creating special lines etc...)

Mission: Within GRDF's IT department, I work as a Business Analyst Support for telephony, and for the IT/office automation management of the 3 telephone platforms for the Gas Safety Emergency service. I also manage the scheduling tool for the USG agents.

Key figures:

125 Users across 3 Platforms; 1 million calls/year resulting in 40,000 interventions; 99.9% call resilience requirement

Telephony Solution: Run Management:

Management of partner/supplier relations (Odigo, Business Unit, SN2 network architect)

CAB steering, and impact analysis

Telephony solution reporting and SLA management

Management of high-criticality incidents

Telephony Solution: Build Management:

Needs analysis with the business unit/

Management of workstations and all agent telephones

Management of technical and functional operations

Telephony: Bandwidth increase; Transition from PSTN to IP Telephony

Architecture: IS migration, Data Center change

Maintenance of IT documentation and architecture mapping

Site Management:

Management of IT and telephony equipment for USG sites with service providers and other GRDF departments

Lead for site inventory projects (platforms and technical rooms)

Management of electrical autonomy: following the winter 2022 power outage

Stakeholder in workstation renewal projects on USG sites

Maintaining workstation security

USG Agent Scheduling Solution: Application Manager (Agile):

In Agile: Backlog management for deployment releases

Organizing workshops with technical management, network teams, and development teams

Writing tickets, use cases, and managing lifecycle on Jira

Writing test cases, and executing tests, TNR/Troubleshooting

Leading GO/NO GO meetings (risk matrix, schedule, impact analysis)

Leading production deployment/rollout