Norman Ledoux

*LSCA: Life, Science & Chemical Analysis
(Temporary replacement 01/01 - 01/06/2011)

* Sales and agreements management for consumables division (zone EMEA).
* World´s premier measurement company (advancing electronics, instruments, systems).
* Orders management, preparation of contracts renewals.
* Conception of the proposals (pricing, discount, billing).
* Customer care (queries, follow-up, invoices).
* Support to the sales team (orders monitoring, stock, pricing).
* Escalations, corrective actions.
* Business control reports. (SAP,Siebel).

* Development, analysis and supervision of telemarketing/back office activities.
* Sales Manager on channels B2B, B2C (Telecom, Bank, Business services companies).
* Manager of 9 Team Leaders with 150 employees.
* Elaboration of business plans with the business manager.
* Definition of the commercial strategies and targets.
* Responsible deployment new projects.
* Internal & external reports (forecast, dashboard).
* Analysis of the results, follow up of the keys performance indicators (KPI´s).
* Management of customer relations (reporting to the direction committee).
* Staff management, coaching of the teams and plans.
* Internal learning work program to the Leadership Management.

*Start learning work program to the Customer Assistants & Telemarketing Traders.
*Permanent learning work program of the products and call Technicians.
*Checking and quality control according to the company standards and their customers.
*Internal & external reports (dashboard, Quality Plannings).
*Check-point and evaluation of the Quality Actions.
*Coach of Learning work program for the customer ship and sales.
*Design & concept of material for learning work program (books, process, PowerPoint).
*Trainer in different sites: Madrid (ES), Velizy, Soissons, Raon, Tulle (FR).

Business Back Office for the operator mobile SFR:

*Complaint processing of the Public Account SFR.
*Management of the files, business care services (recall, post and email).
*Information about the products and services of the operator SFR.

Technician Multimedia SFR:

*Customers' assistance to the configuration of the mobiles second & third generation.
*Treatment of the technical problems, business care services (recall, post and email).
*Information about the products and services of the operator SFR.

*Reception and calls for the national operator Orange.
*Sales activities.
*Complaint processing, business care services.
*Quality Control and research, surveys.