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CV identiques

Senior Consultant

Expérience professionnelle

DELTA SOLUTIONS – Self-owned consulting activity, Lausanne – Switzerland 12/07 - current
Business Consultant Currently supporting CEO & MD of mid-size retail company in Switzerland
• Strategy & Organizational (change) Management – 3-1-Q strategy maps and business development plans.
• Sales & Marketing management – Sales business development programs and product life-cycle management.
• Performance management – KPI and performance plan management, soft-skill training & workshops.
 Achievements (completed projects):
 Developed complete 3-1-Q sales and marketing strategy map and operational plans for MMS Holding SA.
 Restructured central sales force management & marketing (operational vs. communication) department.
 Optimized marketing budget ROI - reduced costs by 20% and increased targeted direct mail distribution.
DELL SA, Geneva – Switzerland 10/02 – 11/07
Industry leading IT hardware & services company with “direct to customer” model for home PC users, small and medium businesses, to world’s largest corporations.
Customer Training Business Manager, EMEA 08/05 – 11/07
Responsible to Director of Professional Services EMEA for Dell Training Services business development (>$100 mio) across all EMEA business units.
• Managed Dell training services portfolio and held responsibility to achieve EMEA revenue growth targets
• Co-managed a pan European network (15+ team members) of field based service sales specialists’.
• Provided support to local KAM’s, product managers and assisted in client meetings for “must-win” deals.
• Successfully designed and conducted service sales workshops and training sessions.
• Initiated, fostered and managed EMEA wide partner/vendor relationships.
 Achievements:
 Grew Dell training services revenue over 20% year on year in 2005 to 2007.
 Sustained margins over 40% by negotiating with local delivery partners and e-learning suppliers.
 Successfully implemented SOP’s for emerging market (non-direct) business units.
Operations Manager (Senior Management Team Switzerland) 10/02 – 08/05
Responsible to the country Managing Director and VP Operations EMEA for field based Call management, Order processing, Logistics, Customer Care & Escalation teams (40+ staff members).
• Maximised commercial potential by implementing strategic operational plans.
• Developed and took full responsibility for process improvement programs and projects related to operations.
• Monitored revenue and order quality metrics and drove actions to deliver customer experience targets.
• Managed end to end order velocity metrics (from order entry to delivery at customer site)
• Provided accurate and timely reporting to the Regional and EMEA Executive management.
 Achievements:
 Managed successful transfer of order processing and customer care activities from local site to shared service centres in 2004.
 Improved customer experience order quality metric (MWDR) by 46% and 38% Y-on-Y in 2003 & 2004.
&#61694; Achieved best call management abandonment rates (<3%) in EMEA for Dell HSB sales segment.
QUARK MEDIA HOUSE SARL, Neuchâtel – Switzerland 07/00 – 04/02
Award-winning software development company in printing and publishing industry (QuarkXpress), as well as Web-based content and asset management solutions (QuarkDMS).
Operations Manager, Europe & Asia Pacific
Responsible to the VP & Managing Director for international sales operations (regions outside US) which encompassed Customer Service, Technical Support (B2B and B2C), Manufacturing and Logistics - 40+ staff members’ incl. 5 direct reports.
• Managed multilingual call center activity (CS & TS), serving 11 countries in 5 languages throughout Europe.
• Planned, directed and controlled all manufacturing activities within the company for all international markets, including outsourced activities related to storage and sub-assembly.
• Ensured cost-effective distribution flow of finished goods from Europe to Asia (Singapore, Japan and Australia)
• Managed freight carrier relationships to successfully conduct business from Switzerland to EC.
&#61531; Achievements:
&#61694; Improved inbound call centre service levels by 20% (20 sec. threshold) in 2001 vs. 2000.
&#61694; Reduced overall customer complaints by 40% by instituting regular workshops.
&#61694; Reduced Japanese production & distribution costs by 15% after having renegotiated terms and conditions.
MCDONALD’S RESTAURANTS SUISSE SA, Crissier – Switzerland 10/95 – 07/00
Largest and best-known quick food service retailer. Started as assistant-manager for two years before promotion to Manager in 1997. Manager in 4 different business units (lowest volume to highest volume flagship business unit).
Manager
Responsible for streamlining day-to-day operations with 10 direct reports and 110 indirect reports.
• Managed all P&L accounts to maximize operating profit, including top line growth.
• Developed budgets, business plans and recovery strategies to fight local competition.
• Training and professional development (individual work plans) for staff of all levels.
• Negotiated and monitored contracts with various vendors and services providers.
&#61531; Achievements:
&#61694; Ranked n°1 - In % of sales, obtained best GOP in 1999 at 37.1% vs. 36.5% in 1998.
&#61694; Ranked n°1 - Obtained best national Customer Satisfaction survey (mystery shopper) results in May 1997.

Formation

Ecole Hotelière de Lausanne - Diplôme avec mention 07/1995

Langues

Français
Anglais
Allemand (moyen)
Hindi/Urdu

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