Philippe Mesritz

Current

Manager of C4 Projection Systems Support & the Austin Product Information Center at 3M

Past

Director of Client Services (Part Time) at ISUnlimited.net
Virtual Call Center Director at New Direction Marketing, Inc
Shift Operations Management at Teleweb

7 more...

Education

University of Phoenix
Purdue University
American School of the Hague

Recommended

47 people have recommended Philippe

Connections

469 connections

Industry

Management Consulting

Websites

Philippe Mesritz’s Summary

CUSTOMER SERVICE & SUPPORT OPERATIONS PROFESSIONAL

with extensive broad based Customer Service & Technical Support administration experience spanning over 8 years in leadership capacities as a Sr. Manager managing “best practices” in-house and virtual operations for support centers.

VISION/GOAL:

To attain a Senior Customer Service & Support Operations Management position with a quality company, where I can have a significant impact in developing and improving a best practices & support environments in the service of both internal and/or external clients.

ACCOMPLISHMENTS & ATTRIBUTES:

I
• Am a passionate, resourceful, and employee/customer focused executive with business acumen who operates effectively with limited direction.
• Have started, grown & turned around Customer Service and Support departments both in-house and virtually.
• Have managed, met, or exceeded multiple SLA's and metrics according to contract and client requirements including standard service metrics and revenue generation
• Am articulate and persuasive across colleagues of all levels and able to adapt easily to new situations.
• Focus on quality and a "world class" experience through analytics, metrics, KPI and quality measures such as Lean and Six Sigma.
• Continually improve processes to recruit, train, mentor and motivate a strong workforce of dedicated and loyal service agents.
• Have improved and maintained low staff turnover rates after reducing existing high turnover.
• Lead by example to drive ethics, morale and organizational improvements.

Philippe Mesritz’s Experience

Manager of C4 Projection Systems Support & the Austin Product Information Center

3M

(Public Company; MMM; Biotechnology industry)

February 2007 — Present (2 years 6 months)

This position is a contract role through Adecco Technical. No official title.

Strategic Objective:
* Implement successful contract call center for technical support and client relations organization; recruit, hire, and train talented team for global support operations. Transform Projection Systems into revenue-generating center.

Primary 2008 Successes

** Increased sales revenue by over 50% without increasing headcount or decreasing customer satisfaction.

** Stabilized organization such that no month exceeded abandon rate goal (missed 8 months in 2007) or fell under SLA goal (missed 10 months in 2007).

** Developed team and individual commission structure with foresight into future opportunities.

** Increased customer satisfaction scores from a 2007 low of 4.64 professionalism to 4.80, 4.04 time required rating to 4.42, and 4.06 solve problem rating to 4.48.

** Reduced turnover from 83.33% per annum in 2007 to 20% in 2008.