Isabelle GRESSANI

En résumé

Entreprises

• BT Services

  La Défense maintenant

• BT Global Services

  Puteaux maintenant

• AXA Direct Protection (FamilyProtect) - Head of Operations Delivery Management

  2014 - maintenant -Ensure excellent Customer Service by monitoring, controling and supporting the Outsourcer day-to-day
  -Outsourcer's contract monitoring and cost control, monitoring of efficiency actions (SLAs&KPIs)
  -Operational excellence, customer satifaction and quality of service
  -Quality & continuous improvement
  -Customer Claims, complaint, communication ... management
  -Customer Relationship Management Strategy
  -Successful management of changes on the live operations, incurred by the Business
  -Monitor all results, perform regular analysis, communicate, recommend and implement actions
  -Measure and report on activity
  -Suppliers management
  -Proactively manage risks and issues to minimize business impact and costs
  -Business development support
  -Coordinate with Marketing, legal and the Group
  -Transition "Stream Leader "

• EMP Services - Consultante

  2012 - 2014

• BT FRANCE (British Telecom) - Head of Service Delivery/operations BT France - Country lead Project transformation

  Paris 2004 - 2011 • Country lead for the implementation and support of global transition & transformation programs within the EMEA Service Operations organization & main interface for the Human Resources in regards to the restructuring impacts.
  
  • Creation of the Service delivery department in France, tools & global process implementation, full deployment of first customers network
  
  • Managing Service Delivery teams (30 people) to drive customer orders/projects with the accountability for the timely & quality end-to-end implementation. Delivery excellence support in order to maximizing margins.
  Accountable for key performance indicators (KPI) and Service level agreements (SLA). Delivering excellence in driving the team towards objectives in complex environment.
  People management: Supporting and giving clear directions according to the strategy and in line with the BT high level Management. Conduct recruitment plan for the team implementation, support specific projects and responsible for the team budget
  
  • Service Delivery International, implementation of various Customer Network solutions worldwide and in country. End to end responsibility for delivering orders and changes for BT France customers (CAC40)
  
  
  • Overall responsibility for the deployment of all BT France MPLS France and elsewhere
  
  • Internal & external suppliers management.
  
  • Customer Escalation and Risk-management.
  
  • Customer Satisfaction, front office “keep customer informed”
  
  • Activation of Billing.
  
  • Facilitator and managers coach for employee satisfaction survey (HR talent program)

• S.I.T.A./Equant (Sté Intl de Télécommunications Aéronautiques - Manager Service Delivery Unit (Europe)

  1993 - 2004 1998-2004
  Manager Service Delivery Unit (Europe)
  • Managing the European Order Management Team, 15 people spread over 3 locations (Paris-London-Frankfurt), whose main responsibilities were to ensure delivery of new Network services worldwide (related to organic growth or to projects) within defined lead time objectives. Driving the team members with regards to customer care interactions between all entities involved in the overall process and procedures - performed the year end review for all staff.
  • Providing service delivery expertise and support, to define and implement new internal procedures when required & to monitor KPIs (Key Performance Indicators)
  • Acting as an escalation point and managing performance review meeting for both internal and external customers.
  • Managing service providers to ensure that commitments are met or exceeded
  
  
  1996-1998
  Team Manager Order Management, Paris team Equant-SITA Neuilly-sur-Seine
  • Managing the Local Order Management French team, reporting to the Manager Service Delivery based in Atlanta
  
  
  1993-1996
  Senior Order Manager Specialist & Quality Facilitator - Equant-SITA Neuilly-sur-Seine
  • Coordinating and ensuring seamless, error-free and end-to-end delivery of all Network services within the best possible time, while providing both internal and external customers with full visibility and ownership.
  • Preparing and organizing with the Director Performance and Quality, the ISO 9000 certification for the service Order Entry (leading the brainstorming session, drawing up the work instructions and standard procedures, building the Quality Manual, organizing and coordinating the internal and external audits…). The global team (based in Paris and Atlanta), obtained the ISO 9000 certification in April 1995

Formations

Pas de formation renseignée

Réseau

• Audrey COUANON

• Didier ZUREK

• Fabrice DONT

• Frédéric POCHELU

• Guillaume HANIQUAUT HOUPLAIN

• Guillaume PLOMION

• Hicham RAHHAOUI

• Julien SALGADO

• Mickael RAOUL