Freelancer profile translated to English.

Description

Operations Director with over 10 years of experience in managing complex international organizations.

Specializing in creating 24/7 organizations, P&L management, management of managers, implementation of operational strategies, performance improvement, and change management in demanding environments.

Engaged leader, combining operational rigor and benevolent management for individual and collective skill development.

Industry field of expertise

Languages

English
Native or bilingual
Spanish
Conversational
French
Native or bilingual

Workplace preferences

Can work on-site

Grenoble (up to 50km)

Atos,
Remote Support Manager
November 2024 - Today (1 year and 7 months)
Grenoble, France
Management of the remote expertise center:
Level 1 and 2 support in an international context
Call center
Control center
Tools team
NSC Global,
Director of the Remote Expertise Center
January 2020 - January 2024 (4 years)
Grenoble, France
• Management of the International Dispatch. (73 people, 3000 tickets/week), remote support (53 people, 4000 tickets/month), tools team (9 people)
• Pooling, structuring, and development of teams and implementation of a 24/7 team
• Sourcing, planning, invoicing, implementation of key performance indicators (KPI) with regular reports
• Improvement of P&L through operational changes and cost optimization
• Creation and implementation of the end-to-end customer incident management process around the new single ticketing tool for the entire company.
NSC Global,
Remote Support Manager
January 2018 - January 2020 (2 years)
Grenoble, France
• Creation and management of an international 24/7 call center (22 people, 4000 tickets/month)
• Management of France control teams and international remote support (38 people, 3300 tickets/month)