University of Michigan

Whitehall High School

Head of Customer Experience at LivingPackets

La Solution "Simple Comme Bonjour" pour aider les seniors contre l'isolement.

JUNNITI

LivingPackets

In charge of providing of building a unique and transcendent Customer Experience for LivingPackets customers - B2B, B2C, C2C as well as Sharing Angels.

Combining proven decade old high-five customer engagement techniques with innovative cutting edge technologies!

Head of Customer Experience

OpenClassrooms

VP Student Success

● Made sure that the Customer's needs are listened to, analyzed, and truly heard by Product Management and the Sales Team - kept customer satisfaction to 100% over 2 yrs+.

● Gathered customer feedback, analyzed it and then designed specific practices the organization put into place so that the customers truly benefit. 

● A portion of my activity (~ 30%) is spent acting as a Product Manager for the BuildBinder SaaS solution in continually improving the product. Helped reduce the backlog by 28%.

BUILDBINDER

Customer Experience Manager / Product Manager

● Led team that provided our clients with a hard pour of creative elixir that inspired stories and  strategically shaped the way they shared their vision.

● While aimed at the SMB, Non-Profit and Giving Back sectors, I championed ideas that improved client income by more than 40%. 

● We helped strategize and focus clients Graphics, Video, Web and Branding image.

BrandBAR SF

Co-Founder / Customer Success Director

● Responsible for planning sales strategy and executing growth for 2 products we manufactured.
● Opened up markets in US, Canada, Mexico, Chile, Peru, Taiwan, Japan, Netherlands & Germany.
● Setup a comprehensive Customer Service system.
● Increased sales year to year by more than 25%.
● Participated in the marketing and advertising strategy of the company.

Journey Pipes, LLC

V.P. of Global Sales & Product Manager

I approached FutureIT when I came across their SQL management software platform. I found that they didn't have a U.S. Sales presence and offered to start that effort to establish them on a potentially very lucrative market. Even though we had no advertising or marketing budget and the company was in Israel, I was able to bring awareness to some mid-sized U.S. clients and increase their sales 200% in 11 months. I ended my relationship with FutureIT when I understood that they were not able to put in the finances toward a minimum amount of advertising/marketing to help grow sales.

FutureIT Software

Director of U.S. Partner Sales

Lead, directed and influenced the software development team in the design of the Company’s Quickeo software.
 
In coordination with upper management, I helped filter and hire software engineers.

Developed hands-on QA and New Feature processed for the development of the software.

Worked effectively in cross-departmental teams.

Constantly searched for and evaluated emerging technologies that would enhance or compete with our offering.

Participated in the creation of documentation for the software.

Quickeo

Chief Architect - Product Manager

● Managed the strategic direction, development of all technology related activities.
● Improved efficiencies through technology which led to 20% increase in sales. 
● Implemented 360° of change in day-to-day operations resulting in 90% lower IT costs.

American Roller Screw, Inc.

Introduced, installed, configured and trained the organization on an Enterprise wide Coveo search product. Improved network wide search capabilities by 400%.
 
Upgraded the organization's servers as well as entire server room wiring.

Established a new multi-lingual [Bokmål and Nynorsk] Open-Source CMS driven website for the department.

Established a network wide support solution for desktops.

Assisted the IT Director with varied other IT tasks.

REGJERINGSADVOKATEN

Consultant

● Responsible for bringing in clients and revenue to the company.
● Developed strategies for developing business within the company's budget.
● Heavily contributed to the companies' 97% customer satisfaction rating.
● Built IT facilities to support our Technical offerings including our Web Hosting platform. 
● Maintained a greater than 99.9993% uptime for our Web Hosting customers over 12 years.
● Managed key customer relationships and participated in important strategic opportunities.

0one0, LLC

V.P. of Technical Sales

IQ Dispatch was a Provider-as-a-Service platform where you would prepay for Technicians based on a Unit cost. Prepaid packages based on 1 of 3 membership levels allowed for substantials savings while guaranteeing the right tech would come to you within the right time frame. As CTO, I made sure that the technology side of the company was not only ahead of demand and of the Sales Team's needs but that we worked together to make sure we could anticipate growth spurts, and needs while being conscious of budgetary limits.

IQ Dispatch

Heritage Graphics, Inc was a brokerage printing company with several hardships in their IT Department. I came in as CTO and redesigned their entire infrastructure for maximum efficiency and throughput. The staff was small but we were able to improve productivity by over 150% during my time there as well as keeping failures/downtime to a very minimum. This allowed us to look at other possible printing companies to acquire. I analyzed from a technical capabilities standpoint what they had to offer and whether we could and/or should to do and at what cost to us.

Heritage Graphics, Inc.

• Managed sales cycle, designed, recommended technically savvy solutions for demanding customers.

• #1 in Sales and Gross Profit at K.of P. location for over 14 months in a row, #1 in Sales and Gross
Profit for the New England Region, #5 in Profitability for Fiscal 1999, and maintained top 18 out of
1450 employees company-wide since beginning of employment.

• Solutions provided to customers included software, hardware, services, licenses, software
maintenance, installation contracts, training, support contracts - most often combinations of these.

• Managed a team of 6 Sales Account Representatives

Emmanuel Lemor