EDUCATION
1998 : MS level master at the Institute of Office automation and Applied Data processing. Group IGS.
1993 : Initiation in management : Chambre de Commerce et d’Industrie de Paris.
Market of art, modern and contemporary art : Institut Supérieur des Arts de Paris.
1992 : Master of art and communication : University of Paris I.
WORK EXPERIENCE
JANUARY 1999 TO PRESENT : GFI INFORMATIQUE : services company and IT Engineering
I am presently in mission at RENAULT TECHNOCENTRE (Guyancourt)
RENAULT is a non-specialized motor group multimark. It merged with the Japanese car manufacturer Nissan, then acquired the Dacia Rumanian car manufacturer and created the Samsung Renault South Korean Motors Company. Present in 118 countries, the group collects 130 000 co-workers.
From October 2006 to present : Customer Adviser Manager. I am responsible for the support and services, my double responsibilities extend over the Clientele Agency and over the Group managers. A team from 5 to 7 persons is in constant relation with the Renault departments, and the services support HP to manage all the incidents and the complaint until their resolutions.
The Clientele agency manages 13000 national and international customers on the site of Guyancourt.
• Manage the interfaces between the services and the entities of the Renault Group.
• Organize and oversee the activity of the Customer Agency.
• Advise the managers on the evolutions to lead. (modifications and changes)
• Implemented by the supports of communication.
• Analyze and solve the demands and the needs of the customers.
• Update data bases customers : incidents and complaints.
• Coordinate the actions between the Renault departments and support HP.
• Create quality indicators and a regular reporting of the activity.
• Define and apply the objectives of improvement of quality.
• Measure the degree of satisfaction of the customers and their expectations.
• Conception of technical procedures and documentations.
• Training with the customers and the team.
• Updated technology via media and internet.
• Relations of confidence established with the managers and the customers.
• Management of emergency situations.
• Possible moves to France and abroad : Amsterdam, Barcelona, Brussels, London, New York.
In 2006 : In mission at an EMPLOYMENT AGENCY. Management of the projects: the agency had to help and advise the persons looking for a job. Consulting support and services, management of the computer equipment.
From 1999 till 2005 : In mission at SIFRACO, a French subsidiary of the Group SIBELCO, the world leader
of the production of sand of quartz. Responsible for the platform support and services, a team of 8 persons.
OTHER SKILLS
From 1993 till 2008 : cultural counselor, in freelance : modern and contemporary art with a private clientele
in France, and in Brussels. In relation with the interlocutors of the market of art : gallery owners, auctioneers.
LANGUAGES : English written and spoken. Spanish school level
INTERESTS : Medias, arts, trips, new technologies, durable development
43 contacts
Gaël Vetter
CUSTOMER ADVISER MANAGER
Paris - France
| English | French |
Schools attended |
CIEFA (Groupe IGS) |
IESA (Marché de l'Art) |
NEGOCIA (NEGOCIA) |
Université Paris 1 Pantheon Sorbonne (UFR Arts Plastique et Sciences de l'Art) |
Centre Saint Charles (Arts Plastiques UFR 04) |
Since 1999: SSII |
CUSTOMER ADVISER MANAGER
| |
I work in a computer company of support and services. My mission is working for Renault Company a car manufacturer which produces cars and trucks. The staff includes : 2 TECHNICIANS + 3 CUSTOMERS’ REPRESENTATIVES + 2 SUPPORT ASSISTANTS. There is more staff if there are too many customers. My job is an executive’s job (cadre manager), I am a support and services consultant and I work in a data-processing agency and with the managers. My role is to supervise the good functioning of the agency. I make sure that problems are solved properly and complaints are addressed properly. I provide assistance to the customer’s representatives when they don’t know the solution to a problem. The data-processing agency solves the problems of the customers. The customers come to agency for complaints or requests. My mission is to help the customers on their various problems. Addressing customers' problems is about solving four principal requests. Software and hardware incidents. Specific software applications. Incidents on equipments. Incidents on products and services catalog. Ex: mobile phone, laptop… It depends on the problem, from two hours to one week (easy or difficult problems). We call the hotline or the different Renault Departments For the customers: We can place an order in the catalogue of the products and services. I am responsible for their interventions, and I help my team. B) Customers surveys Analyze the surveys Understand Repercussion to the different departments 2° How do you think your experience can contribute to our company? I like organizing customer satisfaction survey because it is very important for a company, to know the customers needs and satisfaction towards the range (la gamme) of the Renault cars. The customers must be satisfied with our services. I am applying for this position because it is the final step in the quality service process. I have experience in all the previous steps. The steps that come before the quality control. I collect the customers' answers from the satisfaction surveys, but I do not process these answers. So, I am interested in taking charge of the next step. 3° TO EVOLUE: A prospect for the future An important international group I want to change I am available I like traveling abroad Design arts colors forms 4° My main assets : Organization - I am organized Humain relation - Public relations My capacity to communicate I can organize my priorities I know how to prioritize I can manage with my stress Sense of hierarchy | |
Sector: Computer services |
Since 1999: SSII |
Sector: Consulting and Services |
Since 1992: EDF, CCAS, MCVP, Journal des Arts, Galerie d'art |
Sector: Art and Culture |