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Carlson Wagonlit Travel
- Business Analyst
Boulogne-Billancourt
2015 - maintenant
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Carlson Wagonlit Travel
- Congé parental - Parental leave
Boulogne-Billancourt
2010 - 2015
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Carlson Wagonlit Travel
- Product Manager
Boulogne-Billancourt
2010 - 2010
Product Management for nGenera (Moxie) and ConTigo tools
* Responsible for managing the product throughout the product lifecycle including gathering and prioritizing CWT country and EMEA requirements and liaising with suppliers
* Development of support process involving country teams, central support team, IT and supplier.
* Development of content for product communication tools for internal teams and product statistics dashboard.
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Carlson Wagonlit Travel
- Congé maternité / Maternity leave
Boulogne-Billancourt
2009 - 2010
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Carlson Wagonlit Travel
- EMEA OBT Product Manager
Boulogne-Billancourt
2008 - 2009
Product Management for CWT's main online booking tools (including Amadeus, KDS, Getthere)
* Product direction, business analysis and requirements gathering and prioritising in conjunction with EMEA management and country teams and liaison with suppliers.
* Issue escalation with third party suppliers.
* Development of testing procedure for implementation best practice for new features within EMEA CWT environments prior to rollout.
* Development of communication tools (newsletter, intranet, conference call) for Sales and Account Management and implementation teams and product information collateral (including comparative matrix).
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Carlson Wagonlit Travel
- KDS Portal Business Manager IT & Operational product management
Boulogne-Billancourt
2001 - 2008
IT & Operational product management for CWT's standard online booking tool solution for SME clients in EMEA, delivering :
* Successfully managed product start-up project in close collaboration with CWT departments and our main supplier KDS : tool made available in 18 countries on 3 Global Distribution Systems and integrated with low cost carriers, several national rail vendors and CWT proprietary products.
* Development of three different marketing offerings based on client segmentation.
* Business analysis and liaison with KDS and other vendors regarding CWT product direction.
* Timely quality assurance, documentation and rollout of new integrations and features; version migration management.
* Implementation and procedural design in accordance with CWT operational standards, service configurations and marketing offerings.
* Internal training, information and statistics dissemination.
* 3rd level technical support and escalation. ;
* Management of EMEA central product support & implementation team of 3
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Carlson Wagonlit Travel
- Business Analyst
Boulogne-Billancourt
2000 - 2001
* Constitution of EMEA MIS reporting portfolio for CWT GLORY data warehouse project.
* Animation and documentation of Joint Application Design sessions for future error handling and reference table mapping applications for CWT GLORY.
* Set-up of ``CWT Connect'' travel portal helpdesk solution in Eschborn, Germany
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ICL Services
- Product Support Engineer
Казань
2000 - 2000
* Point of escalation for 8 1st level agents for 2 major European corporate helpdesk solutions ;
* Training of 1st level agents and call coaching. ;
* Re-documented technical environments of clients and published new IT procedural manuals. ;
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ICL Services
- Customer Support Technician
Казань
1999 - 2000
* Technician providing telephone and email technical advice to end-users in English, French and Italian for 2 major European clients.
* Hardware, software and networking support; server monitoring.
* Microsoft certified professional; awarded ICL bronze award for excellence. ;
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Interskill Services S.A., Neuchâtel, Switzerland
- Contracts Administrator & Quality Manager
1997 - 1999
* Development, implementation and management of ISO 9000 procedures.
* Financial setup discussions with European IT contractors & pension fund administration.
* Issuance and writing of contracts whilst ensuring compliance with local fiscal and labour laws.
* Committed team-player, awarded Interskill's European support prize for 1998. ;
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Interskill Services S.A, Neuchâtel, Switzerland
- Account Executive
1995 - 1997
* Driving recruitment process of contract staff for IT projects in various sectors (IT, banking, manufacturing, R&D) mainly in English, Italian and French speaking markets.
* Good working relations developed with both clients and contractors led to high contract renewal rates : the average number of contractors working on-site rose from 15 - 60 for these accounts. ;
