1. Clarisse Colas
clarissecolas@gmail.com
Mobile: ++44 77 8725 6905
Nationality: French
Date of Birth: 13 November 1982
Address: 17 Westview Avenue, WHYTELEAFE CR3 0EQ
SUMMARY
o Excellent oral and written communication skills
o Excellent telephone manner and customer service skills
o Strong organisational and time management skills
o Quality and service conscious, good attention to detail
o Excellent interpersonal and leadership skills, including conflict resolution, customer service and
ability to motivate self and others
o Ability to define and resolve issues quickly
o Works well autonomously and as part of a team
o Highly self-motivated, hard and determined worker
o Ability to remain calm under pressure
o Adaptable
o Sociable, friendly and proactive attitude
EMPLOYMENT
Dimension Data (May 2011 to present)
Senior Transition Manager, London
April 2014 to present
Duties:
o Same duties as Transition Manager
o Escalation point to and from the transition team into the client, internal teams and Dimension
Data regions
o Support for service design pre-sales
o Internal operational and technical enablement projects subject matter expert
o Ownership and development of transition processes, procedures and documentation
o Resource management of the transition team
o Ongoing mentoring and training for the transition team
o Responsible for the timely and accuracy of transition delivery into operations
o Ongoing service improvement engagement with Dimension Data regions and clients
Transition Manager, London
May 2011 to April 2014
Project management for the implementation of videoconferencing managed services to new and
existing clients. Responsible for deploying video solutions into clients’ environments and
transitioning the service from pre-sales into operations (VNOC).
Duties:
o Ownership of transition activities and deliverables (operational and technical) for handover into
live service
o Operational processes agreement with clients
o Technical design coordination and handover into operations
o Engagement with internal VNOC and regional teams, third parties, and clients during projects
o Development and ownership of transition documentation, and internal/client processes and
procedures
o Knowledge transfer, training and support to Transition team and VNOC engineers
o Implementation of new processes and procedures for existing clients
2. Genesys Conferencing Ltd (August 2003 to May 2011)
Video Service Manager, Croydon
October 2007 to May 2011
Responsible for two critical roles in supporting the global video product line: key account
management and growth, and the implementation of new customers. Working with defined key
customers, and responsible for the day-to-day communication in order to drive adoption of
Genesys’ videoconferencing services and to build strong relationships with key accounts.
Duties:
Problem Resolution
o Service issues
o Implementation of new SLAs to ensure continual improvements
o Cross team and cross department issue resolution to improve customer satisfaction and
efficiency of provided services
o Billing issues and chasing unpaid invoices
o Liaising with various department to ensure SLA compliance
Inbound Customer Support Calls
o Price estimates
o Service enquiries
Account Management and Growth
o Providing daily team monitoring to ensure staff are adhering to procedures
o Organising and delivering the appropriate training for online usage
o Contacting end users whose usage is low or has decreased
o Travelling to customer sites to establish and build strong relationships and understanding
o Educating customers to enhance their productivity and reduce costs
o Managing and growing relationships by proactive interaction
o Providing global solutions by applying industry and company knowledge
o Modifying SOPs to ensure the highest level of service is always offered
o Resolving customer issues in a timely manner
o Producing weekly and monthly customer reports (to customer specification), plus separate
reports to management to identify key areas of potential growth
Event Coordination
o Acting as project manager
o Working with customer to coordinate resources for large, high profile calls
o Pre- and post-conference communications
o Conducting post-conference follow-ups
Sales Support (pre- and post-sales)
o Working with Sales to ensure new customers have properly set service expectations
o Supporting internal and external sales with new and existing business
o Providing demonstrations of the appropriate services and systems
o Monthly and quarterly customer service reviews
Onboarding of new accounts
o Working with customers to obtain all site and account information needed to on-board the
account
o Liaising with the appropriate departments to ensure all SOPs and SLAs are communicated
efficiently
o Assisting customers in reserving their initial video conferences and providing training for online
usage
Video Reservations and Operations Team Leader, Croydon
June 2005 to October 2007
Duties:
o Same duties as Video Reservationist
o Bridging video calls to all customers; first-line troubleshooting
3. o Daily and monthly reports for department performance results
o Staff and scheduling reporting (forecasting)
o Team monitoring on technical and customer service skills
o HR documentation for department (sickness, holidays, yearly review)
o Recruiting new applicants
o Training of new staff
o Support to Audio department (reservations and phone entries)
Course:
o COPC (Customer Operations Performance Center) – High Performance Management
Technique
Video Reservationist, Thatcham (Berkshire)
August 2003 to June 2005
Duties:
o Identifying conference requirements and providing administration support and booking services
to customers at a high standard
o Providing a professional interface between our customers and operations
o Providing innovative solutions to customers and exceeding their expectations
o Managing all inbound communication from customers via any media, ensuring that customer
information is captured in the meeting management system in a timely and accurate manner
o Delivering all conferencing requirements within agreed SLA
o Working closely with the Video Service Management team to ensure a seamless service is
provided
o Alerting Team Leaders to any customer issues and complaints
o Ensuring ‘’daily customer schedules’’ are compiled in a timely manner
o Training of new staff
o Providing language support to operations and helpdesk teams
EDUCATION
Collège de Vonnas, France (1993-1997)
o Brevet (Equivalent of 3 GCSEs)
Lycée Edgar Quinet, Bourg-en-Bresse, France (1997-2000)
o Baccalaureate in Literature and Languages (Equivalent of 13 A Levels)
Université de Lyon III, Lyon, France (2000-2001)
o 1st year DEUG English (English and American Language, Literature and Civilisation)
Newbury College, Newbury, UK (2001-2002)
o 1st Certificate of English as a Foreign Language (EFL)
LANGUAGES
o French: Fluent (Spoken and written)
o English: Fluent (Spoken and written)
o Spanish: Basic (Spoken and written)
IT KNOWLEDGE
Windows:
o Internet Explorer
o Microsoft Office applications
Others:
o Telepresence (Cisco/TANDBERG and Polycom)
o Avaya CMS Supervisor (Call Management System)
o Crystal reports
