Marianne Wedier

Management and leadership of the Customer Service Delivery functions and customer training to subscribers & suppliers :

Setting and driving quality and cost effective objectives to be achieved in all areas of Dpt (Training,Technical Services, helpdesk and installation teams)•Maintaining budget under tight control by identifying options to optimize costs and services • Promotion & improvement of local language on line help & virtual training led to a reduction of 20% on inbound calls and generated a highest service level • Setting up of a second level support within team to take over most calls escalated to technical 3rd party , which led to a reduction of 3rd party’s budget of 65%

Plans, organizes, leads, controls and coordinates all activities related to training and customer implementations in Western Europe :

In major restructuration context, responsible for the development of an effective department organizational structure in 7 European countries , by evaluating • Efficient workflow patterns • Productivity standards • Delineation of duties and responsibilities • Suitable staffing levels • Appropriate supervision •Identifying revenue generating opportunities to recover delivery costs (managed outsourcing plans in all countries) • Accountable for the operating budget

Responsible for implementing and managing appropriate mechanisms for the delivery of training and second level assistance for clients by :

Developing and improving organizational work methods, procedures and processes towards improved productivity & high level of client service • e.g. Implemented on line self executable programs, promoted the phone relation, generating significant travel costs reduction • Promotion of on site learning training alternatives • Planification, coordination & coaching of team members • Meet management level clients to handle training escalations, quality issues, and specific needs • On site client audits • Partnerships with third parties