Dassault Systemes
- Online Knowledge Management, Support Enablement and Brand Community Support - Senior Manager
Vélizy-Villacoublay 2011 - maintenantKnowledge Management
Define knowledge management strategy and deploy it online.
Support Enablement
Working with R&D and HR, I put in place innovative way to ensure technical support agent to be operationnal and skilled about products they are working on.
Brand Community Support
Lead Support approach deployment a unique support Experience for our users in collaboration with Marketing
Visit it on http://swym.3ds.com
Dassault Systemes
- 3DVIA WW Customer Support manager
Vélizy-Villacoublay 2007 - 2010Define and deploy Support 2.0 for the Brand and strategic development for the company.
Lead Integration of 2 companies to have One Company, One Support (www.3dvia.com/Support)
Manage WW Technical Support for the Brand
Develop Skills training path, curriculum to ensure the best staffing in the world.
Dassault Systemes
- Manager maintenance sur le produit CATIA
Vélizy-Villacoublay 2004 - 2006In Customer support department I was in charge of CATIA software Maintenance and Customers follow-up
1- Manage backlog of incidents related to CATIA usage
2- Manage customer escalation due to exposure for CATIA deployment and/or CATIA usage in production
3- Manage my team located for a part in SURESNES and for another part in India
4- Insure convergence of development for given CATIA customers
5- Facilitate exchange between Maintenance team and R&D ones
