Emeline Dany

Reverse Logistics:
Operations E2E performance, analysis, investigation and process improvement.
Pass through of programs, opportunities, problems.
Liaison with other BUs.
Quality Approach and standardisation.

. Assist sales with pre-sales support to help them to propose and deliver the best product and service solution. Engage with EMEA PSG product management and supply chain functions in supporting sales with solutions to win profitable deals, increase market share and customer satisfaction.
. Measure effectiveness of the solution.
. Work collaboratively with other HP Divisions/groups to drive and support Processes, Guidelines and system developments and deployment for which I also ensure proper communication, coaching, training and control.

Sector: High Tech

. EMEA Post Sales Escalation manager (operational): from 03/05 to 09/06
. In the context of sales online to SMB and Consumers, management of Post sales claims non solved by local teams (in 5 countries). Investigation to understand root causes and degree of responsability of partners (Logistic service provider...).
. Process management:
. Constant adaptation of Post Sales processes (reverse logistics, finance ...)
. Elaboration of new Post Sales processes for various projects (sales of refurbished units on EBAY, sales of customized PCs, in sourcing of financial service provider).
. Regular training of call centres and partners (around 250 people).
. Project management:
. Investigation and implementation of a new tool to handle customers’ claims.
. Monitoring:
. Weekly monitoring of Post Sales activity: implementation and analysis of new metrics in order to measure customer’s satisfaction and take corrective actions.
. Cost Analysis linked to Post Sales Activity and implementation of an action plan to reduce them.
. Language used at work: English
. Regular contacts with legal departments to keep up to date partners ‘contracts and T&C’s.

Sector: High Tech