Personal Details: Born 07/09/1974, French, Single, Living in London
Education
2001 SFA Registered persons Examination Securities Representative (Passed)
Currently studying Futures and Options Representative examination
1998 University of Toulouse, France: Master of Finance
1997 Elisabeth Gaskell University, Manchester
EC Law and Business Law, Erasmus Program
1996 Institut d'Etudes Politiques, Bordeaux
School of Political Studies, Majors in Financial Analysis and Marketing
Systems experience: MS Word, Excel, Powerpoint, Access, Explorer, FrontPage; Lotus Notes, Vantive, Tarot 2000, Bloomberg, Vantive, Atos WorldLine Broker
Employment History
September 2000 to April 2002: Customer Service Manager, Fimatex SA (UK Branch) Societe Generale Group, London
- Implementation of Fimatex UK call centre and customisation of E-CRM systems
- Recruitment and training of customer services representatives
- Management of customer service (8 staff)
- Ensuring that excellent levels of customer service are maintained by achieving and consistently exceeding SLA's
- Writing Customer Services procedures and cross training to check that procedures are known by all team members,
- Liaison with Operations, Dealing Desk, IT and Compliance departments in order to resolve complex enquiries
- Monitoring and reporting on service levels and customer satisfaction
- Project Management : Writing of business proposals to improve the customer's experience of the service
- Marketing: Satisfaction survey conducted both online and offline, preparation of investments shows
Reason for leaving: Position made redundant as UK branch of Company is closing down
Feb 2000 to Sept 2000: Customer Service Executive, Fimatex France, Societe Generale Group, Paris
- Dealing with customers and solving problems on the telephone
- Placing trades for customers via an automated system and taking manual trades
- Preparation of investment forums and "trading workshops" (courses to 20 customers).
- Responsible for the writing of 'Welcome packs', documentation to support new customers.
Reason for leaving: Transferred to London to set up Fimatex UK Customer Services department
September to December 1999: Financial and Tax Adviser for private customers, Thesaurus, France
- Cold call to prospects
- Development of a portfolio of high-profile customers
- Negotiation and sale of real-estate programs
Reason for leaving: To move to Paris to further my career in the Financial Industry.
October 1998 to August 1999: Hauts de Garonne Developpement, France - Compulsory national service - Civil service
- Implementation of a new education and employment policy
- Organisation of Job opportunities forums
- Creation of the website of the association
April to July 1998: Junior Financial Analyst, Courcoux-Bouvet Stockbroker, BNP- Paribas Group, Paris
- Financial reports on small caps IPO to senior analyst and funds managers
- Research on stocks and evaluation models
Other Information
Interests
- Internet, E-business, Stockmarket
- American and French literature
- Golf (Handicap 18), Snowboard
- Languages: French (mother tongue), English (fluent), German and Spanish
References
Julien Le Noble - MD
Fimatex SA (UK Branch)
1, Goodman's Yard
Lloyds Court
London
UK
E1 8AT
020 7264 3191
Benoit Grisoni - Customer services manager
Fimatex France
11 Rue de Prony
75848
Paris cedex 17
France
00 33 1 56 33 55 00
