David Harrell-Bond
Senior Customer Service Manager, Orange Business Services
-Highly adaptable result-driven Manager with leadership, conceptual, analytical and motivational skills particularily in the Service industry
- Extensive management coaching experience
-IT & Business Analysis/Transformation projects across Europe, the Middle East and Africa
-20 years+ Internationally based versatile, in medium to large companies.
-Strong analytical skills to understand business ad IT implications of decisions
-Developer of best practices,tools and processes to help make and execute strategic management decisions.
-Experienced in working as interface and coordinator between customers, departments and managing people priorities in a Matrix organisation, both remotely and locally.
-Experienced working with customers at all levels, from board members to operators, and under pressure to deliver results.
-Experienced in handling special projects for upper management.
-Great communicator and influencer
-Extensive Customer-Facing experience, in Service and pre-sales
-Local and Remote Team Cross-Cultural Management skills
-Six Sigma, ITIL, CAP, ATS, NLP
-Bilingual English/French
URL: http://www.linkedin.com/in/davidharrellbond
53 contactslead Customer Service and Operational activities for a number of established accounts based in Switzerland with multiple international subsidiaries
Member of the Account Business Unit management team
Accountable, provide effective leadership to cross functional teams responsible for the control and direction of all contracted customer services in the post-sales & operational environment.
Achieve a high level quality of service and customer satisfaction for all implemented OBS and third party services.
Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value to the customer;
Identify & drive innovation for cost effective optimisation
IT business alignment
IT Governance, program Life-Cycle Management
Risk Analysis, costs and budget definition
Leverage new & drive improvements in existing processes.
Identify & drive proactive and reactive service initiatives
2006 - 2008A key supporting role to the EMEA & Global Services and PSD VPs through management of the day to day operations of the PSD organisation and management of teams, projects and processes that are critical to the organisation's success
Development, Implementation, management & governance of Europe PSD goals
Management & alignment/facilitation of cross-EMEA teams, providing backup/resources to all Countries
Ownership and driver of initiatives to improve PSD service delivery quality and efficiency
Creation and management of the escalation process and PSD Customer Satisfaction program
Coordination/point of contact for customer, management & field escalations
Communication and negotiation with the European and Global organisations
Responsible for effective implementation of all global PSD programs in EMEA as required
Ownership and assurance that EMEA PSD process compliance
Identification, development & piloting of initiatives to measurably improve PSD productivity
Coordinate & lead ERP Deployment for EMEA PSD
Ensure compliance with US/EMEA/Global Finance & Legal requirements
2005 - 2006Coordination of EMEA Ops Team for EMEA & Global Projects
Managing/coordinating the EMEA & Regional Services Executive DCS Dashboard Process
Facilitation of EMEA Product Life-Cycle program & organisation
Account BlackBelt for Motorola - Developed SMI go-to-market program, Pakistan Spares etc.
EMEA Services DCS (Diagnostic Control System) Program manager & Responsible for EMEA Dashboard
Developed managementstrategy for DCS Dashboard
Backup for Service Operations Director
2003 - 2005Multiple projects
OEM & Small Solution Support Integration:
Connected Solutions and Services Centre
Education Optimisation (Lean) & Education Pricing Model
Engineer internal sales/service processes following Corporate policy