Philippe LECERF

Telecom and Systems Project Management

Project management: technical exchanges, communications, events

Migration from a central architecture toward a client/server one with a Facility Management contract.

WEBHELP group has been ranked : • 1st on 2007 Europe's Top 500 Growth Companies • 1st on 2009 Deloitte Technology Fast 5 (revenue growth of 675% / 5years). Achievements : -Business development on large accounts : enabling differentiating factors, deploying them and selling them allowing to establish market confidence in CRM offshore activities. -Business development on Italian market : market entry strategy, sales operation, jv projects -Operations : *Design and set-up of operations policy management (200 operations : outbound, inbound, back-office in 4 subsidiaries) : detection of all defects and correction of all of them in less than one month. High customer satisfaction *Recruitement, Training and Management of the team who deployed the operations policy (50 people) *Crisis Management : solving several major customer crisis allowing to retain contract *Standards enabling large RFP participation : LRS, NF 15838, ISO 9001, LEAN. Contributions : -Account management strategy allowing higher price than competitors -Savings on operations costs for customers up to 50% -Customer long term loyalty -Standards for Retention and Service academy

TELUS International Europe is a leading European provider of multilingual contact center and business process outsourcing solutions. TELUS International is a global business process outsourcing company with over 25,000 employees around the world (Canada, United States, Europe, Latin America, Philippines, United Kingdom). With over 150 million customer interactions annually via voice, email, chat and social media, across the Telco, Finance, Retail & eCommerce, Travel & Leisure, High-tech, Utilities, Healthcare industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. Achievements: -TELUS International service positioning and promotion on French & Italian markets with multilingual BPO offer (up to 40 languages), analytics solutions and digital CRM solutions (Zendesk integration and Radar offer) -Partnership to increase sales plan speed -Revenue growth with large and mid-size accounts Technologies: CRM integration (Zendesk)

At ibex, we develop outstanding Customer Experience solutions with: -Digital solutions: helping companies to increase their sales in volume and value. -BPO: we deliver superior customer services in +40 languages for over 10 years with inshore, nearshore and offshore solutions across 27 call centres employing +27,000 customers service professionals located in USA, Bulgaria, Jamaica, Nicaragua, Philippines, UK and Senegal. -Customer Experience solutions: helping companies to move from CX v.1.0 to CX v.2.0 integrating in a single SaaS platform all customer journey, multichannel, verbatims flow, etc resulting with higher customer satisfaction, efficiency in continuous improvement, employees engagement in Customer Relationships. We provide specialised consulting service (methodology, best practices) and a platform. -Process automation with RPA (Robotic Process Automation). Technologies: RPA (Robotic Process Automation), Digital Marketing (SEO and SEA/PPC), CX (Customer Experience) SaaS software, Social Media Monitoring & Analysis, Analytics (Voice & Text) ibex is a new generation of CX company. Find out more: https://www.ibex.co/

Unbabel is accelerating the shift towards a world without language barriers by enabling trustworthy, seamless and scalable translations between companies and their customers. Unbabel combines perfectly AI (Artificial Intelligence) with machine translation systems and human experience, providing a unique and very powerful solution for multilingual CX (Customer Experience). Global businesses trust Unbabel’s enterprise platform for their multilingual CX to open up and grow new markets, be more flexible, provide more continuous improvement and savings by harnessing the power of Artificial Intelligence and a global community of linguists. Backed by Scale Venture, Greycroft, Indico, Point72, Salesforce, Unbabel is helping customers like Microsoft, Logitech, Panasonic, Wargaming, Kiwi.com to understand and be understood better with their customers. Technologies: NMT (Neural Machine Translation), ML (Machine Learning), NLP (Natural Language Processing), TMS (Translation Management Software), ChatBot, SaaS environment Find out more: https://unbabel.com/

PARTSON drives accelerated performance through tailored Sales & Product services. Expertise in: B2B | SaaS | AI | Tech | BPO Several consulting missions. -Different AI start-ups Mission: part-time VP Sales & Marketing Achievements: Targeting, Events, Lead Generation, Product & Solutions presentation. -Staffing & micro-bpo company: Mission: VP Sales & Marketing EMEA Achievements: major impacting events and communications, 7 contracts enabling further account developments. -Business development for a specialized IT NPM/APM company (Network Performance Management/Application Performance Management). Mission : Held interim management following the sudden departure of General Manager. Strategic marketing plan : identification of high value activities, particular customer interest areas and efficient sales strategy – Company repositioning : new offers allowing to address a larger market covering Cloud and SaaS – Sales actions on IT large account and mid-market in France and Middle East. Achievements : more than 10 qualified leads with value > 50 kE -Business development for an optician retailer : Mission : incresase sales efficiency Achievements : competitors analysis, brand positioning, recommendations : digital CRM, enhancing customer experience (@ to Web, Web to store), enhancing sales efficiency, CRM Digital project launch -Cdiscount (French n°1 eCommerce) : Customer Care improvement with progress in process, monitoring and Customer Care brand image.

Way2Tech.ai enhances remote Sales and Customer Experience with AI-driven technologies. Our solutions enable: -Automated quality control of all human and AI-driven interactions (voice, email, chat, social media, chatbot, etc.), customized to various quality standards (customer-specific, SONCAS, MEDDPICC, ESCA, etc), -Comprehensive root cause analysis to identify performance issues, detailing what’s not working and how to support underperforming agents or sequences (methodology adjustments, knowledge updates, targeted learning resources, etc), -Targeted solutions for identified gaps by offering customized training resources that match agents’ specific needs and learning preferences (quizzes, videos, podcasts, exercises, voice simulation, etc), -Real-time alerts for gaps that could impact value, such as non-compliance issues, critical errors, and data entry concerns Our proven results: -Over 60% reduction in time spent on quality control -Up to 30% improvement in key KPIs (sales ratio, CSAT, NPS, etc.) -Elimination of value loss from inappropriate actions