Introduction
Resume
Cover letter
Download
Links
Contact

You can download my resume in the download section of this site.

Franck Grenier                                                                                                                            Born March 18th 1969

31 rues du pont ru                                                                                                                                     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

 

 

 

 

 

 

 

From

09/2002

PROFESSIONAL EXPERIENCE

 

EdgeCall

Co-founder of EdgeCall France Operations Director General Manger of EdgeCall Morocco (subsidiary of EdgeCall)

 

  In charge of EdgeCall operations.

  Implement new contact center and new customer.

  Hunting new customer and answering customer requests

 

 

 

CALL CENTER ALLIANCE Group

09/2001 09/2002

 

 

Customer care Director (Independent)

 

  Answering customer requests.

  Analyze and auditing production center.

  Put in place procedure for increasing productivity.

  Managing change.

 

 

 

 

France Telecom SCA (Solution Centre dAppels)

10/2000 08/2001

Operations Director

 

 

 

  Member of executive committee of SCA.

  Responsible for call centers of the business branch of France Telecom (6 contact center for 2000 positions in France and Belgium)

  Building and control budget and margin for all centers (profit center).

  Control and manage quality of service for all centers.

  In charge of technical choices and technological coherence between the centers.

  Building Business Plan to open new center.

Customers: Orange, ING Direct, Pizza hut, Telethon, Carrefour, Obsque Assistance,

 

 

 

 

NOVELL France

02/2000 10/2000

Customer service Director (Service Account Manager)

 

 

  In charge to follow the top ten customers for support services.

  Detection of customer needs and implementing additional services.

  Control for technical service activity and profitability by customer and by site.

   Managing relationship between all Novell entities (ISO processes).

   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)

  Put in place notions of priority and severity.

Customers: Michelin, Schneider, Unedic, Conseils rgionaux, ...

 

 

Groupe SYKES

 

07/1998 02/2000

European Account Manager

 

 

 

  Member of executive committee of  Sykes France

  Responsible for operational and sales existing account within Sykes EMEA

  Account Management and development of new activities for existing account.

  Manage technical and customer support (multi-sites: France, Netherland, Germany, Italy).

  Control of the operational profits of each of teams and financial results of each of the managers of contacts centers.

  Building and control budget and margin for each account.

Customers : Hewlett Packard, Microsoft, General Electric Medical System

 

 

 

 

STREAM International

 

08/1993 07/1998

European Operation Manager

 

 

 

  Member of executive committee of  Stream France

  Responsible for technical support and customer service activities for european accounts.

  Managing teams of insourcing or outsourcing activities for European customers.

  Control profitability of each activity.

  Responsible for quality of service deliver according to the customer contract

  Reporting and invoicing.

Customers : Microsoft, Netscape, Hewlett Packard

 

 

LANGUAGES

 

 

French Mother tongue

English professional

 

 

 

 

 

 

 

 

 

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 Gnie lectrique et informatique industrielle (option : Electronique)

                        I.U.T de Cachan

1990-1991      Mathmatique suprieur T.A.

                        Lyce Gustave Eiffel Cachan

1990                Baccalaurat F2

                        Lyce Gaston Bachelart Paris XIII.

 

Resume
 
2008 fgrenier.net