VIRGINIE BRUNET
European Customer Service Manager - Surgical, BAUSCH & LOMB
I'm part of the big Bausch & Lomb family since 10 years in the Customer Service Department for surgical Business, an environment of passion. I have the opportunity to build and manage short and long term change projects but in the same time I'm always looking for new challenges particularly different from what I'm currently doing because I learn more. I manage a 50 people team based in Montpellier(Fr) and Kingston(UK) where I'm just finishing to consolidate our 2 Centres of Excellence,taking care of mature european country businesses. This massive change project involved social and financial key decisions. Market size: 180m€ - 4300 customers - 10 languages - support 115 Sales rep - 13000 calls/12000 orders per month.
I like to give people opportunities to grow in knowledge and in responsability, I need the same from my management.
I'm fully part of the commercial leadership team and feel more and more comfortable to take more responsabilities and challenges. My experience of 7 years management dedicated to cutomers and my constant creative imagination make me believe I can refresh or dynamise a new team or organisation who share ethical values and still believe investing in humans is a good choice.
I'm working for a company and act as if it was my own property, so finding the balance between customer satisfaction/investment and internal budget.
Don't hesitate to get in touch for a quick chat if you think my profile might be profitable to your organisation.
82 contactsFrom Oct 2010 : European Customer Service Manager - Surgical
After a big project ’Simplify : flatten & broaden’, I now manage a 40 people team based in 2 centres of Excellence: Montpellier (Fr) and London (UK)generating 180 millions € Sales. My main missions are :
-Prepare and drive Social Plans in different countries for activity transfer
-Define and implement the best structure and strategy for each market
- Harmonize and align european processes - negociate with local entities
-Forecast and control budget by doing savings
-Share data and knwoledge with US and Asia Pacific
-Develop tools and training programs including knowlegde validation
-Communicate to Global the key of Measure
-Member of the Executive Comitee
March 2009- Oct 2010: Regional customer service Manager - south Europe Surgical Division Bausch & Lomb, France
Manage a 29 people team on 2 different sites (Montpellier-Milan). My main mission is to harmonize and simplify processes, share best practices, create a centre of excellence for our customers and rationalize our expense budget while increasing our growth.
Jan 05-feb 09 Surgical Customer Service & Public Tenders Manager France & Belgium ‘BAUSCH & LOMB ’ France
Manage the customer service team (13 people with 4 different job roles) in a 1300 customers contact centre. Building and consolidation of the customer service role based on strong processes and confidence team. Experienced and active member in business change: Peoplesoft superuser, CRM Mobile tester, Best Box Agent, Lean project, Belgium... Ensured Interim for 6 months at Sales Administration position. Fully present on the European Scene, part of many projects.
Jan. 04—Dec. 04 Customer Service Coordinator ‘BAUSCH & LOMB’ France
Part of the Surgical Department, support commercial assistant team in their daily tasks, review and improve internal processes. Manage internal relations between ELC, accounting, sales team, carriers. Participate to EMEA Meeting. Ensure daily analysis on Customer Service activity and focus on improvement needs.
Jul. 01—Dec. 2003 Commercial Assistant in Customer Service ‘BAUSCH & LOMB’ France
Part of the Surgical Department, responsible for a geographic area regarding customers and sales rep relationships: ensure orders, complaints, daily activity entry, mailing, respond to any customer inquiries, respect internal processes and develop new service to customers. Specialist in Equipment.
Apr. – Jun 2001 Conference Call Operator ‘BRITISH TELECOM’ London
Responsible for 3 international conference bridges (french, german and english) : connecting customers and ensuring technical support.
Aug 00 - Apr. 2001 Assistant Manager ‘FISH’ Restaurant London
Customer relations and satisfaction Manager, planner for the floor staff, daily financial opening and closing. Manager of a 10 people team.
Nov. – Dec. 1998 Export Assistant: WILD, Heidelberg Germany
In the Export Department (Arabic Emirates, Asia, South Africa, Mauritius and french speaking islands…) of “Capri Sun” product in charge of translations, trilingual mailing, database set up and Tetra Pak project planning.