As support Manager, I’m responsible for the quality and training department, the coordination for the processes of contract department and the regional planning team. With my team we aim to improve the knowledge, the processes and the productivity for internal team, the external partner and our technician on the road. • Follow up and development • Improve productivity and processes • Data analysis (operational and financial) • Budget and forecasting

Vaillant Group Belgium | Jan 2014 - Jan 2019

WFM coordinator and Analyst Service Center

Automate manual reporting Create new reporting with end-user needs Create forecasting model for inbound (internal and external) callflow Planning model creation Data analysis Improve process Support team leader ....

Touring Assurances / Touring Verzekeringen (TATV) | Apr 2013 - Jan 2014

Work Force

- Provide, analysis and modeling data - Automate manual reporting - Create new reporting with end-user needs - Create forecasting model for inbound call - Modeling the best time to do all back-office action - Planning model creation - Provide adherence reporting and follow-up tools - Provide solution for : floating planning in the contact center

Teleperformance | Jan 2009 - Mar 2013

Operational and Functional Analyst / WFM Specialist

Working at Teleperformance for 7 years, I've learned many think on Call center activities. Pass by agent, Supervisor and Operational and Functional Analyst / WFM Specialist, I’ve acquired expertise on team management, planning creation, reporting, financial data. All of those skills give me now a helicopter view to provide to operation and support staffing all data they need to manage their project . Specialties:Reporting creation, optimalization, data analysis, Excel, PHP, VBScript - Planning creation and maintenance for all of our project at Brussels site. - Analysis and optimization of Forecast - Execution of reporting (daily, weekly, monthly, yearly,...) - Creation of new report. - Report's automatization ( using VBS) - Provide all data necessary for finance. - Understanding financial data and take action on operation to improve result.

Teleperformance | Jan 2007 - Jan 2009

Supervisor

N/A

Teleperformance | Jun 2006 - Jan 2007

Call center agent

N/A

Teleperformance | Jun 2006 - Dec 2006

Call Center Agents

- Help customer when they have issue on their computer or with their product

My Education

Take a look at my formal education

IESP Mons | 2005

About Me

I always love to work and play with IT system, learning are constent and interesting

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