Hello, I'm
Jean-Michaël M.L.
SENIOR CUSTOMER SERVICE MANAGER
ITIL V3 & PRINCE 2 Certified
My Profile
Professional Objectives
To leverage my 10+ years of leadership in digital transformation and mobile money projects, to drive topline growth by developing rigorous regional business plans, expanding SaaS and BFSI/Government partnerships, and delivering world-class customer experience from launch through post-go-to-market.
Main Expertise
Professional Experience
DIGITAL, AIRTEL MONEY PROJECT & AUDIT SENIOR MANAGER
Airtel Gabon | Libreville - Gabon
Head of the Customer Relationship Information System revamping and integration project, Airtel Gabon and Airtel Money Gabon.
CONTACT EXPERIENCE & CHANGE MANAGEMENT SENIOR MANAGER
Airtel Gabon | Libreville - Gabon
Led end-to-end change management, HR operations, back-office support, and process optimization for customer experience and Airtel Money services.
BUSINESS DEVELOPMENT MANAGER
CFAO Technologies | Libreville - Gabon
Specialized solutions for public services (Ministry of the Budget, Health Insurance Fund) and banks.
CUSTOMER EXPERIENCE PROJECT MANAGER
FREE SAS – EQUALINE SAS | Bordeaux - France
Led customer care operations: loyalty programs, technical support, and complaint resolution.
PRODUCT MANAGER & MARKETING LEAD
Platine Communication | Gradignan - France
Managed a B2C product portfolio: defined new product lines and service offerings.
TELECOM SUPPORT ENGINEER LEVEL 3
Orange Mobile France | Bordeaux - France
Assigned to the Orange Center of Excellence, and a member of the N3 support team, I supported the customer in maintaining and upgrading its information system, with a focus on service quality, productivity and pro-activity.
SALES & MARKETING MANAGER
Crysalis – Iteam Conseil | Paris - France
Developed and executed commercial and marketing operations.
BANK SALES REPRESENTATIVE
BNP PARIBAS - CETELEM | Levallois Perret - France
Specialized Financial Products Advisor (consumer credit, insurance, real estate, etc.)
Skills
Technical Skills
Professional Skills
Business Planning
Regional business & P&L planning (ITIL-certified)
Sales Leadership
SaaS & Mobile Money sales leadership
Team Leadership
Cross-functional team leadership & project delivery
Go-to-market
Customer-journey & go-to-market optimization
Education
Academic Education
Master 2: Management of Information and Knowledge Systems
VisiPlus Academy
C.I.F Web Developer
Bordeaux
Bachelor's degree in Marketing and Management
École Supérieure de Vente et d'Exportation, Paris 1st
Advanced Technician's Certificate - SME/SMI Management Assistant
Institut de Commerce et de Gestion, Paris 15th
Economic and Social Baccalaureate
Lycée Français Saint-Exupery, Brazzaville
Professional Training
PRINCE2 Foundation Certification
Certification No.: 0566432663123
ITIL Foundation Certification (v3)
Certification No.: 02912424-01-1LHL
Cisco Sales Expert Certification (CSE - 646-206)
CSCO 12630190
C.I.F Web Developer
Achievements
Best Customer Service Award
Airtel Gabon, 2018
Exceptional Performance
Won XAF 6 billion in IT/BFSI contracts against a XAF 2 billion target (+200%)
Team Management
Managed and trained 160 support and audit agents, maintaining service SLA above 99%
Process Optimization
Achieved a 12% reduction in Opex/Capex through process and tool optimizations
Contact
Location
Rond-Point Sherko, Libreville - Gabon