Laurent DEVILLE

En résumé

Entreprises

• Alcatel-Lucent - Customer Experience Manager / Project Manager

  Paris 2009 - maintenant • Customer Experience Manager in a multinational environment for Telco Operators and Strategic industries, specialized Business & Operations Support Services : BSS/OSS, Unified Communications, IP Telephony & Contact Centers, CRM
  
  • Coordination of the Customer Experience pre-sales team across EMEA: Monitoring of each country activity : setup of processes and of a global methodology, setup of weekly meetings (forecast, handling of priorities and action plan) and creation of a sharepoint (to share knowledge, RFP)
  • Business Development in EMEA : from 15 Meuros orders to 28 Meuros
  • Definition and writing of the offer on technical, (infrastructure/architectures, evolutive maintenance) and commercial aspects, Bid defense and presentations to CxO level
  • Commercial negotiations and involvement in the contract definition,
  • Development and consolidation of partnerships with suppliers (hardware and Software)
  • Critical project management in order to ensure consistency between pre-sales and delivery, Management of internal resources and partners, in respect of budget and planning, risk and escalation management, leadership of the steering committees, change management
  • Real-time and historical Statistical data Analysis and data crossing with customer databases
  
  • Involved in Alcatel-Lucent Customer Experience Transformation (CXT) :
  - Integration between Genesys and Motive solutions (especially Machine To Machine : M2M)
  - Working group on the integration of Business & Operations Support Services solutions with Alcatel-Lucent CloudBand solution
  
  • Management of a technical team to develop the first connector between Genesys and Voodoovox Directory assistance
  • Development of POC to integrate Genesys Contact Centers with CRM systems (Microsoft Dynamics CRM) and BSS/OSS (Billing, Fault Management)
  
  • Major wins include : Belgacom (geo-redundant solution in an Alcatel-Lucent IMS environment), COLT UK, Nextel Chile, NITA Ghana, Vodafone Spain (eServices project)

• Dimension Data - Business Unit Manager specialized in Customer Experience (Contact Center & CRM)

  Rungis 2003 - 2009 January 2003 – August 2009 (6 years 8 months)
  
  Business Unit Manager, specialized in Customer Experience (Telephony and Contact Center (VoIP), CRM): Responsible of the « Contact Center - IVR » Business Unit
  
  • Creation and development of the Genesys division in Paris (from 1 to 14 consultants in 6 years)
  • Competency Leader: technical leader of the team
  • High involvement of the pre-sales phases :Determination of prospects and assessment of customer needs
  • Writing of technical and financial proposition to implement Genesys and/or Cisco Contact Center (Genesys and Cisco integration at Pacifica and at Total)
  • Project and team Management (internal resources and partners), leader of the steering committees, Change Management
  • Consulting, expertise missions and project management for large accounts : Gaz de France (GDF), Total, financial sector : Pacifica–Crédit Agricole, Caisse d’Epargne (CNCE), Financo, Fortis Bank, Crédit Mutuel de Bretagne, Société Générale/BHFM
  • Consulting and expertise missions on Cisco IP solutions for Renault, Dassault and Pfizer

• Devoteam - Consultant & CTI Competency Leader

  Levallois-Perret 2000 - 2003 September 2000 – January 2003 (2 years 5 months)
  
  Consultant & CTI Competency Leader specialized in Customer Relationship
  
  • Initiation and development of the Genesys division in Brussels and then in Paris
  • Missions for Alcatel e-Business in Call Center domain using Genesys products : Federal Express, Banksys, Cegedel (Luxemburg electricity company): Federal Express (architecture implemented in 8 countries) , Banksys, Cegedel (Electricity of Luxemburg)
  • One year mission for AXA (La Défense/Paris) : migration of the Genesys multisite Call Center to a an Intelligent Network solution from Cegetel.

• Schlumberger - Intern

  Paris 1999 - 2000 Schlumberger Anadrill (Houston, Texas, USA)
  Aug.1999- Jan. 2000
  
  Development of a 3D visualization software providing an interactive graphical environment to be used for modeling gravity in boreholes. This allows planning and interpretation results during field testing.
  

• Institut supérieur d'Electronique de Paris - Ecole d'ingénieur - Ingénieur

  1997 - 2000 Institut supérieur d'Electronique de Paris
  Computer Science
  1997 – 2000
  
  Telecoms - IT - Network - Electronic
  
  Activities and Societies: Junior Entreprise Isep member

Formations

• Institut Supérieur D'Electronique ISEP

  Paris 1997 - 2000 Systèmes d'information
  
  Computer Science - Telecoms- Multimedia - Network - Electronic
  Activities and Societies: Junior Entreprise Isep
  

Réseau

• Bruno LIGNON

• Bruno MARTINEZ

• Cyril HULLIN

• Eric MARTIN

• Joaquim FERREIRA

• Lynda MORO

• Myriam CHALMIN

• Nicolas DE KOUCHKOVSKY

• Pascal KOCISZEWSKI

• Thierry DUFOUR