Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

F B

Mercer Island

Summary

Customer Success Manager with 15+ years of experience in service delivery, contract management, and client relationship management across telecom and IT services. Skilled in driving customer satisfaction, optimizing processes, and leading multicultural teams. Proven track record in SLA governance, P&L management, and service improvement initiatives for international B2B clients.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Success Manager

BT France
Courbevoie
04.2012 - Current
  • Company Overview: Courbevoie La Défense (92)
  • Manage Service Delivery team to exceed SLA targets and ensure high customer satisfaction.
  • Lead governance committees and implement service improvement plans (SIPs).
  • Conduct root cause analysis, reducing incident resolution time by 30%.
  • Strengthened client relationships by conducting regular executive reviews, increasing satisfaction scores by 15%.
  • Courbevoie La Défense (92)

Contract & Service Relationship Manager

BT France
Courbevoie
11.2009 - 04.2012
  • Company Overview: Courbevoie La Défense (92)
  • Managed contracts and day-to-day operations for SME accounts on MPLS, Internet Access, and Hosting services.
  • Oversaw P&L management, optimized costs, and improved gross margins by 10%.
  • Acted as main customer advocate, coordinating incident and change management across business units.
  • Courbevoie La Défense (92)

Sales Order Administration Manager

BT France
Courbevoie
05.2005 - 11.2009
  • Company Overview: Courbevoie La Défense (92)
  • Established order management procedures and streamlined contract filing system.
  • Reduced order processing time by 25% through process automation.
  • Courbevoie La Défense (92)

Billing Analyst

Orange (formerly Equant)
Paris
09.2003 - 03.2005
  • Company Overview: Paris
  • Ensured billing accuracy for 50+ international B2B clients, reducing errors by 20%.
  • Paris

Import-Export Sales Assistant

Eastman Chemical
Paris
03.2002 - 11.2002
  • Company Overview: Paris
  • Paris

Import-Export Sales Assistant

Lyondell
Rotterdam
12.2001 - 02.2002
  • Company Overview: Rotterdam
  • Rotterdam

Bilingual Customer Service Representative

Amazon
The Hague
02.2000 - 06.2001
  • Company Overview: The Hague
  • The Hague

Education

Administration & International Trade

Université Paris-Est Créteil (UPEC)
09-2024

DUT - Business Management (GAPMO)

IUT Sceaux
06-1997

Skills

  • Customer Success & Service Management
  • SLA / KPI Monitoring & Reporting
  • Contract Negotiation & P&L Management
  • Change & Incident Management
  • Governance & Process Improvement
  • Cross-cultural Team Leadership
  • ITIL
  • Prince2
  • PMP

Certification

  • PMP Training, 2019
  • ITIL Practitioner, 2017
  • CCNA I & II Training, 2016
  • ITIL Foundation, 2013
  • Prince2 Foundation, 2009

Languages

  • French, Native
  • English, Fluent (professional, 15+ years in international environments including BT)
  • Spanish, Basic (academic knowledge)

Timeline

Customer Success Manager

BT France
04.2012 - Current

Contract & Service Relationship Manager

BT France
11.2009 - 04.2012

Sales Order Administration Manager

BT France
05.2005 - 11.2009

Billing Analyst

Orange (formerly Equant)
09.2003 - 03.2005

Import-Export Sales Assistant

Eastman Chemical
03.2002 - 11.2002

Import-Export Sales Assistant

Lyondell
12.2001 - 02.2002

Bilingual Customer Service Representative

Amazon
02.2000 - 06.2001

Administration & International Trade

Université Paris-Est Créteil (UPEC)

DUT - Business Management (GAPMO)

IUT Sceaux

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