Johan BADEN

Dublin 3, Ireland. www.cisco.com
Founded in 1984, Cisco is the worldwide leader in networking.

Compliance Support/Quality
-Ensuring completed new business customer documentation is complete, accurate and compliant with company policies and procedures
-Ensuring new business payouts process is operating effectively and is compliant with procedures
-Monitoring service partner booking and checking processes are in accordance with service level agreements

Customer Service
-Providing operating/reporting services to internal departments across EMEA
-Lease documentation signing and issue to customer
-Handling customer issues on all leasing operational queries

Reporting
-Collation and preparation of standard suite of operations reports/metrics
-Analysis and commentary preparation on these operational reports
-Dealing with user queries arising from reports issued

Sector: Telecom - Internet Products and Services

Blackrock, Co. Dublin, Ireland. www.cit.com
Dell Financial Services is a joint venture between CIT and Dell. Leasing and financing for hardware, software, servers, workstations, and peripherals.

Managed the contracts terms:

- Various customers from SME to multinational companies on the French market.
- Controlled the contracts history before the closing with the different departments: sales, booking, customer service, collection.
- Worked with outsourcing partners: re marketing, debt collectors.
- Assisted the Team-Leader in various projects.
- Anticipated and negotiated the end of the lease with the customer.
- Provided quotations for a contract extension or purchase. Organized the returns.
- Used various in-house software and Excel to manage the assets on the database.
- Answered to customer queries by phone, fax and email.
- Achieved the various targets on a quarterly basis.

Sector: Asset Management

Maisons-Alfort, Val-de-Marne, France. www.gefleetservices.com
Division of General Electric for cars/vans fleet management and financial services.

Coordinated and support the commercial activities:

- Analysed the commercial activities of 80 administrators (Excel)
- Gave updates of the portfolio management to the S.M.T (daily, weekly, monthly, quarterly basis)
- Identified the faults in the portfolio management and proposed corrective actions (PowerPoint)
- Helped 8 Customer Service Team-Leaders to achieved the quality targets (6-Sigma)
- Relations between the Commercial Senior Managers and the various in-house departments.
- Assisted my manager in the conduct of commercial and marketing projects: rebranding, cross-selling, Intranet refurbishment.
- Managed the Sales Intranet for all of the country (FrontPage).

References upon request.

Sector: Financial Services

Joinville-le-Pont, Val-de-Marne,France. www.sainteauprevoyance.com
Insurance brokers specializing in health, life, home, accident, credit insurances, pensions, pets…

Portfolio development:
- Sold to prospective customers by: cold and warm calls, face-to-face at exhibition stands, mail shots.
- Managed sales queries: quotations, table of benefits, terms and conditions, etc.

Increased customer loyalty:
- Contacted the 11,000 customers of the portfolio, provided advices about the current health contracts.
- Updated database (in-house C.R.M software)
- Estimated customer satisfaction and proposed a sponsorship program.
- Proposed and sold new contracts.
- Created a leaflet about the company history and products.

My results: Portfolio: +250 contracts: € 185 k. Loyalty: +57 contracts: € 41 k.
Reduction of cancellation.

Sector: Insurance

Maisons-Alfort, Val-de-Marne, France. www.protection-civile.org
The French Civil Defence is a volunteer-staffed organization to protect the population in times of peace as well as in times of crisis. Activities are after business hours, during weekend and holidays.

Chairman 01/2005 to 07/2005
- Managed a local team of 1 full time employee, 8 part times employees and 40 volunteers.
- As an employer: human resources, setting objectives, planning and evaluating performance.
- As a manager: encouraged and created teamwork and team spirit.
- Coordinated the board and the management of 4 departments (Rescue, training, logistic and communication).
- Elaborated and managed emergency local plans (heat waves, floods, storms, bomb attacks…) with the city council and the other emergencies services.

Team Leader Civil Defence / Paris Fire Brigade 02/2003 to 08/2006
- Managed rescue teams (from 3 to 30 volunteers) in various situations: emergency ambulance service, forest fires, train/coach/plane crashes, humanitarian help…
- Organised recruitment, induction and instruction for new first-aid workers.
- Numerous qualifications in first aid, team management and communication.

First-aid worker since 1998.

Sector: Not for profit associations