Контактна інформація

Шукач вказав телефон та ел. пошту.

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Додаткова інформація

Christophe BOSONETTI
Kharkiv
[відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
License driving

CONSULTING
PROFESSIONAL SKILLS
- Setting up of structural, human and technical Customer Services, Consumer Services
- Setting up of outsourced Call Centers companies:
. Geographical choice
. Negotiations with local and political partners
. Management of workspaces, ergonomic workstations
. Recruitment of employees
- Audit and Optimization of human and managerial Client Service organizations, Call Centers, and in other activities.
- Supply Management/Coaching high management
- Support HR (Employment and Skills Management):
. Audit of existing
. Defining objectives, setting up an HR policy (time/careers)
. Gaps measurement
. Sustainability of the process
- Quality Audit:
. Incoming / outgoing calls (sales, making appointments, traffic building, satisfaction survey,
Customer services)
. Letters / Emails to Customer / Consumer
- Costs optimization in the Client Service, Call Center:
. Payments processes (billing, collections, and reminders)
. Establishment of an organization setting the Customer in the heart of organizations
. Automation of letters and outgoing emails

- Establishment of an analytical CRM:
. Harmonizing and enriching customer databases and providing a single repository, common to
the different departments of the company,
. Optimize marketing activities, sales and after-sales
. Optimize the exchange of information between the back- office and front-office
. Implement decision tools to drive the business and marketing, and determine the value of the
customer capital
- Negotiations of big contracts with major Clients


PROFESSIONAL EXPERIENCE


2014 – Dec 2014: CALL CENTER DIRECTOR
(700 employees) At Armatis-lc – Mission as Consultant

-Improvement of Social climate
-Set up a real HR policy
-Improvement of all the exiting operational processes
-Management of the 2 companies results and financial targets
-Management of all the teams
-Customers satisfaction oriented


2009-2013: CALL CENTER DIRECTOR
Call Center Director West EURO CRM Alençon (240 workstations)
Call Center Director EURO CRM Normandy Lisieux (260 workstations)
(450 Employees) Member of the Executive Committee

- Creation of sites in collaboration with local partners (Regional Industry Commercial Chamber)
- Financial management sites (rate margins, net income)
- Recruitment and management teams (HR Managers, Projects Managers, Project Quality Training ,
Production Managers, Operations Managers, Team leaders)
- Management HR Teams
- Implementation of Social Responsibility Label
- Implementation of the NF 345 (Quality French Norm)
- Implementation of the annual agreement of working time
- Establishment of intergenerational agreement
- Relationship with Clients
- Capture new customers


1999-2008: DIRECTOR CLIENT SERVICE FOR FRANCE (Tele2 France SA Vélizy - 78)
(Fixed and ADSL Telephone, B to B, B to C)
- Continuous analysis of the Clients’ requests
- Development and implementation of all scripts and procedures Customer Service tailored to each client request (from the Membership, Information on new services, Payment, Overlay , Termination )
- Control all Tele2 internal processes to external providers have an impact on Customer Satisfaction and coordination of actions with services (Marketing, Billing, Credit Control, and Internet)
- Coordination and control of call Customer Service Centers (5 Call centers - one in Tunisia and one Back Office - implementation procedures, organization, quality control – Transcom, Techcity, Teleperformance)
- Management costs (lower volumes of incoming calls, outsourcing of tasks to low added value ... case calls by up & cross selling, simplification of procedures, setting up an IVR)
- Supervision of teams (SRC and transverse Credit Control: project managers and employees)
- Establishment of a "Best Practice" system with my European counterparts (better tools and methods to achieve the common goal, namely the satisfaction of customers at moderate and controlled costs)
- Implementation and management of all dashboards inherent in Customer Service including financial


1995-1999: "CUSTOMER SERVICE" DEPARTMENT MANAGER
(Twinner - Europ Assistance France Group)


1994-1995: PROJECT MANAGER TELEMARKETING
(Twinner - Europ Assistance Group France)

GRADUATES

Master of European Touristic Development
(Ecole Nationale de Commerce de Paris/Commercial National School of Paris)
Bachelor mention "Philosophy, Literature, Mathematics"


LANGUAGES

- French : native speaker
- English: fluent
- Spanish: read, written and spoken
- Russian: beginner


HOBBIES / INTERESTS

Aikido teacher, jogging, leisure and sports all in relation to Nature