Axelle Cousin Wallaert

Sector: Maintenance of industrial building equipment - BtoB services Scope: Contact centre and field maintenance teams (35 people), Mission: Audit, design of the new organisation, operational management of the teams, launch of a new CMMS tool project.

- Conducted tender process for CCaaS (Contact Center as a Service) in water industry, - Led a projects owners team - RAMSAY health group, - Defined patient journey / RFI for service outsourcing in ehealth industry

The contact center, Otis Line, receives emergency calls from passengers stuck in elevators and requests for assistance or information from customers and users. It coordinates the activities of technicians in the field and provides support to customers using Otis digital tools. I initiated the digital transformation of the contact center: digitalization of service requests (eOtisLine), deployment of the ODIGO multi-channel Cloud Contact Center tool. I successfully implemented the Business Continuity Plan and deployed remote working. In order to improve the quality of service delivered to customers, I entrusted, after a call for tender, the outsourced services to a new partner with the implementation of more demanding contractual SLAs. I also redefined the training program for employees and the monitoring of Quality. In addition, I led the follow-up of improvement actions with the field and trade teams. Over this period, complaints have decreased by 24% and operational costs by 15%. 92% of the customers are satisfied with the digital intervention requests and 100% of the employees and managers are in favor of remote working.

The Operations teams of Europ Assistance France, 350 people on 2 sites, were composed of travel assistance (including medical), automobile assistance, assistance to dependent persons, VIP Concierge and travel insurance. As deputy director, I was in charge of cross-functional projects and supported the director of operations in managing the activities. In particular, I contributed to the response to the Credit Mutuel Arkea and LBP call for tenders, led the definition of customer paths for bank card holders and deployed the processes with the operational and IT teams. The deployment was completed on time and to the great satisfaction of the major clients who subsequently renewed the contract. I also managed the deployment of the contact center interaction management tool Inin (now Genesys Cloud) on all the help desks in compliance with the schedule and with a good adoption by users and managers. In 2015, I took over the management of the Travel Insurance department (30 people in the front and back office) and drove the change: reconfiguration of the team and partial outsourcing, redesign of processes, training plan, optimization of tools, implementation and monitoring of KPI. The reorganization of the Travel Insurance department has allowed the integration of the doubling of its activity in 2 years.

- Defined business model based on customer recommendations, Designed a dynamic website, Implemented web analytics tracking, Managed acquisition and retention campaigns. Achievement: Website successfully launched in September 2007.

Led an IT project contracting owner team of 4 people, Organized change management – 400 users, Conducted the implementation of international key account contracts: UN, WB, UNESCO. Achievements: An average of +25% productivity, An information system with extended functionalities (at the forefront of the market), 50% development with major international customers.

Reengineered business processes and managed project of new information system. Led the implementation of General Ledger (ADONIX), bank reconciliation and bank exchange software.

Various missions of organizational audit, process redesign, specifications, design and acceptance of IS in the sectors of Insurance, Energy, Facilities management, Education, Public sector, Travelling, Media.