Onnik Ozcelik
Stratégic account Manager, EMC²
Customer relationship specialist in manufacturers and major players in IT.
With a strength over 25 years of experiences in customer service and key accounts loyalty management.
I have a wheel of skills and experiences success in the area of:
Customer relationship: management of client relations, management of change, incident management, control costs.
Project: Scheduling of the operations, coordination and monitoring of projects.
Operations: Follow-up of files, relationship management partners and subcontractors.
People management: 11 years of experience, direct and matrix teams of technicians and supports.
I am open to all opportunities allowing me to contribute to your projects and challenges around international large accounts.
ITIL and 6signa certified
67 contactsTechnical Account Manager of a large French and global banking group in French and in English.
Assignment:
1)Maintains account information; install base, maintenance coverage levels.
2)Manages with the customer all aspects of the service maintenance, contract relationship.
3)Manages and documents actions item, escalations and critical situations.
4)Ensures consistent communications between sales, service delivery as well as other support service teams.
Achievements:
• I documented and provided regular updates to my customers as well to sales team.
• I established a close and regular relationship with Sales and profession service team.
• I work cross organizationally with local and corporate team.
2005 - 2010Assignment:
Responsible of the service quality and customer satisfaction of French and international accounts.
Manage escalations and critical situations.
People management of the technical teams.
Responsible of the provided service level by the district.
Achievements:
EMC Corporation rewarded me in 2006: 100% of customer satisfaction.
I am the single point of contact for major accounts: HSBC, Dassault, Thales, Generali, AVIVA ...
I valorize the quality of service at the end of crisis and allow the customer loyalty.
I meet timely, the defined technical and People management goals since 2005.
2004 - 2004Activity: Sales and service of Computer storage equipments..
Dates : April – December 2004
Title : District Channel Sales Manager.
Assignment :
Create the channel of distribution for a new B2B activity of computer storage.
Achievements:
I recruited and organized the district distribution network and piloted the contracts of partnership.
I developed product offers. I have been rewarded as the best seller during 2 quarters,
I actively participated to the technical improvements of the products as the engineer’s interlocutor.
1999 - 2003Activity: Sales and service of Computer equipment; Subs. of Acer Computer Inc. Taiwan.
Dates: April 1999 – May 2003
Title: Operation Manager.
Assignment:
Support and organize relationships with the sales team.
Set up a computer repair facility for France.
Create internal and external operating procedures.
Achievements:
I supported sales and negotiated with French Value added Resellers: CEGID, REXEL, TIBCO.
I efficiently helped to win markets with wholesales: Ingram, TechData...
I created and scheduled product training for both sales and technical partners.
I led the new Guarantee Terms & Conditions team for France from July 1999. I piloted the survey while coordinating the services of finances, legal, technical, communication, and marketing.
I contributed to the announcement of the 2-year guarantee for the consumer market, 1 year before our competitors. This announcement enabled a penetration of retail market of 60% in 2001. The advance in market penetration increased by 20% in the non-retail sector.
I led the creation of the customer call center facility, employing a supervisor and up to 15 operators, created customer care procedures; average customer calls: 1600/mo.
1997 - 1999Activity: Information technology subsidiary of a French parcels carrier.
Dates: Sept. 1997 to Mars 1999.
Title: .
Assignment:
Set up the new Information Technology subsidiary.
Create a customer care center.
Negotiate and supervise outsourcing for hardware and software developments.
Achievements :
I structured and managed the new IT subsidiary I2T ; Budget: € 1.5 Million.
I managed the Information technology structure: 40 IBM AIX servers, 480 workstations.
I wrote Euro Specifications, negotiate with outsourced company located in Linz (Austria).
I led the Year 2000 project, wrote specifications and checked for legal terms.
I led the data exchange project with parcel carrier located in Neuenstein (Germany).
I reduced the computer purchase cost by 20%, by negotiating with distributors.
1984 - 1997Activity: Information Technology Value Added Reseller, Sub of MAI Inc USA.
Dates: April. 1984 to Aug. 1997.
Title: Tech Support, Northern France.
Assignment:
Support the sales team.
Organize Post sales service for Northern France.
Achievements:
I actively contributed to the Increase of the brand image as “High Tech” company and in developing the consumer loyalty.
I trained efficiently customers on MS Windows, MS Office, UNIX users.
I dispatched and scheduled the northern France area activities and effectively managed the workload and Increase in the regional productivity of 35%.
I supported regional field engineers as level two support for Sun Solaris and SCO Unix Servers.
I led technical trainings: Hardware and Software.