Jean Pierre Fiat

About Jean Pierre Fiat

Customer Support Delivery Leader with experience in global project management, remote and onsite operations and support, and client and partner management. Expertise in operational transformation and optimization, process design and resource management. Proven ability to influence executives and drive high ROI. A strong leader who hires, trains, motivates, and manages performance to build productive teams. Bilingual in French (native speaker) and EnglishSpecialties: IT service industry, Global Project Management, Global Operation Management, Call Center Management, Onsite support management, Client and Partner Management, Resource Management, Global Staffing, Global Planning, Process design and implementation.

Experience

1. Senior Group Manager Work Force Management

   Microsoft

   Feb 2017 — Present · Seattle, WA, US

   Lead planning and optimization of WW consumer support workforce deployment (insourced and outsourced).Provide budget guidance to leadership team Manage a team generating staffing plans and performances dashboard for service delivery

Education

• University of Aberdeen

  Mseng, Medical Physics (BioEngineering)

  1990 — 1991

• Ecole nationale supérieure de l'Electronique et de ses Applications

  Master of Engineering (MEng), Electrical and Electronics Engineering

  1988 — 1990

Skills

• Business Process
• Team Leadership
• Erp
• Pmo
• Training
• Management
• Project Planning
• Operations Management
• Business Intelligence
• Enterprise Resource Planning (Erp)
• IT Service Management
• Managed Services
• Plannning
• Software Documentation
• Resource Management
• Customer Relationship Management (Crm)
• Vendor Management
• Call Centers
• Process Improvement
• Cloud Computing
• Cross-Functional Team Leadership
• Service Delivery
• Business Analysis
• Business Process Improvement
• Strategy
• Start-Ups
• Telecommunications
• Outsourcing
• Six Sigma
• Call Center
• Program Management
• Performance Management
• Project Management