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You can download my resume in the download section of this site.
Franck Grenier Born March 18th 1969
31 rues du pont rué Married, 2 children
91410 SAINT CYR SOUS DOURDAN - France
( +33 (0)6.07.76.67.87 ou +212 (0)74.92.03.03
e-mail : franck@fgrenier.net
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From
09/2002 |
PROFESSIONAL EXPERIENCE
EdgeCall
Co-founder of EdgeCall France – Operations Director – General Manger of EdgeCall Morocco (subsidiary of EdgeCall)
Ø In charge of EdgeCall operations.
Ø Implement new contact center and new customer.
Ø Hunting new customer and answering customer requests
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CALL CENTER ALLIANCE Group |
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09/2001 09/2002
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Customer care Director (Independent)
Ø Answering customer requests.
Ø Analyze and auditing production center.
Ø Put in place procedure for increasing productivity.
Ø Managing change.
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France Telecom SCA (Solution Centre d’Appels) |
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10/2000 – 08/2001 |
Operations Director
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Ø Member of executive committee of SCA.
Ø Responsible for call centers of the business branch of France Telecom (6 contact center for 2000 positions in France and Belgium)
Ø Building and control budget and margin for all centers (profit center).
Ø Control and manage quality of service for all centers.
Ø In charge of technical choices and technological coherence between the centers.
Ø Building Business Plan to open new center.
Customers: Orange, ING Direct, Pizza hut, Telethon, Carrefour, Obsèque Assistance, …
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NOVELL France |
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02/2000 – 10/2000 |
Customer service Director (Service Account Manager)
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Ø In charge to follow the top ten customers for support services.
Ø Detection of customer needs and implementing additional services.
Ø Control for technical service activity and profitability by customer and by site.
Ø Managing relationship between all Novell entities (ISO processes).
Ø Manage all the support services to offer the better delay of answer to the customer (Only contact for support centers and sales division about services)
Ø Put in place notions of priority and severity.
Customers: Michelin, Schneider, Unedic, Conseils régionaux, ...
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Groupe SYKES
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07/1998 – 02/2000 |
European Account Manager
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Ø Member of executive committee of Sykes France
Ø Responsible for operational and sales existing account within Sykes EMEA
Ø Account Management and development of new activities for existing account.
Ø Manage technical and customer support (multi-sites: France, Netherland, Germany, Italy).
Ø Control of the operational profits of each of teams and financial results of each of the managers of contacts centers.
Ø Building and control budget and margin for each account.
Customers : Hewlett Packard, Microsoft, General Electric Medical System
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STREAM International
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08/1993 – 07/1998 |
European Operation Manager
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Ø Member of executive committee of Stream France
Ø Responsible for technical support and customer service activities for european accounts.
Ø Managing teams of insourcing or outsourcing activities for European customers.
Ø Control profitability of each activity.
Ø Responsible for quality of service deliver according to the customer contract
Ø Reporting and invoicing.
Customers : Microsoft, Netscape, Hewlett Packard
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LANGUAGES |
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French Mother tongue
English professional
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FORMATION
1995 Microsoft Certified System Engineer
Obtention des MCP suivants : Windows 3.1, Windows for Worksgroup, Networking for Windows, Windows NT workstation 3.51, Windows NT Server 3.51, Microsoft mail 3.2 , system management server 1.0.
1993 D.U.T Génie électrique et informatique industrielle (option : Electronique)
I.U.T de Cachan
1990-1991 Mathématique supérieur T.A.
Lycée Gustave Eiffel à Cachan
1990 Baccalauréat F2
Lycée Gaston Bachelart à Paris XIII.
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