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Pierre-Emmanuel PEREZ

MONTPELLIER

En résumé

Leadership Competencies:
Engage – Customer First
Engage – Engage Others

General Learning Descriptions:
Communication Skills (verbal/written)
Problem Solving
Teamwork
Cross-Cultural Competence
Develop Others

Mes compétences :
Cloud
Customer Satisfaction
EMEA
Environment
Intégration
Logistics
Management
Microsoft World
Order Management
Order processing
Processing
Sales
Sales operations
Supply chain
Support
system integration
Training

Entreprises

  • Dell - Sales Operations Manager MeDNA

    MONTPELLIER 2012 - maintenant Mission:
    Optimizing Sales coverage aligned with Large Enterprise Strategy and Go To Market
    Support Region General Manager in driving consistent Business Execution across EMEA
    Act as an Operation Single Point of Contact to other Operations, Finance, BI teams to provide inputs to program design or coordinate program implementation and change management in their country/region

    Challenges:
    Coordinate and support Genral Manager and SMT in defining the Region business strategies and priorities across all routes to market (i.e. Direct sales, Channel and Online).
    Leverage central teams and programs to drive local sales transformation as agreed at Large Enterprise SMT.
    Drive CRM Tool (SFDC) adoption programs and reports needed to drive continued adoption.

  • Dell - Middle East Operation Manager

    MONTPELLIER 2009 - 2012 Mission:
    End to End Responsibility from order placement until delivery
    Single point of Escalation for Sales team and Partners
    Define and communicate internal operational process across Middle East through email and face to face meetings.
    Support the revenue growth maintaining exceptional service level

    Challenges:
    Ensuring cost control of the incidents
    Deliver real added value being on site and in the region with sales and customer
    Allow order booking aligned with sales revenue commitment

    Results:
    Cost of Incident reduction by 65% between 2009 and 2010
    Customer Experience increase from 75% to 90%
    Factory Backlog Reduction quarter on quarter thanks to large deal management
    Gold support recognition from Sales Senior Management

  • Dell SAS - Manager Service Client

    MONTPELLIER 2007 - 2009 Missions:
    Manage 14 Customer Care Agents and Team Leader
    Help to Co Ordinate transfer of activity from UK site to Casablanca.
    Adaptation flexibility to the Indirect Business (Customers=Distributors)
    Escalation point for both Sales and the Partners issues/questions.
    Define and communicate Customer Care processes to the Partners and Sales Team across EM-EMEA through email and face to face meetings.

    Challenges:
    Ensuring the team in Casablanca were staffed to deal with the following languages (English, Arabic, Russian) according to countries language (Africa, Russia, Middle East, Turkey, Israel, Romania and Hungary)
    Deliver exceptional Customer Experience for both internal and external customers by workflow management and execution.
    Adapt structure for a 50% Market and revenue growth plan for 2009.

    Results:
    Partner experience improvement quarter on quarter.
    SLA improvement on partner request by 25%.

  • Dell - EM-EMEA Countries Business Manager in European Middle East & Africa Operation Management Center

    MONTPELLIER 2006 - 2007 Missions:
    Manage 26 persons with direct (2 team leader and 2 coaches) and indirect (22 agents) management.
    Work coordination with Home Business Units (Working Hours flexibility, communication to stakeholders).

    Challenges:
    Coordinate agents and workload according to the different businesses: Internet/Non Internet, Cancellations and Rebooking
    Deliver exceptional performances according to internal and external customers’ expectations.
    Handle 50% Market and revenue growth in 2007.

    Results:
    $Millions 340 orders booked between February and April 2007.
    80% of orders booked in 12 hours, 1% Total incidents rate.

Formations

Réseau

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