Charles-Hubert Devaux

Charles-Hubert Devaux

Global Head Of Customer Service

Somerville, NJ
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Summary

➠ I am an innovative and customer-focused executive offering a record of achievement rising from Quality Engineer through to Global Head of Customer Sites and Patient Recruitment. I excel at defining and steering the execution of strategies that drive continuous improvement in service delivery and operational performance primarily within global technical service, pharmaceutical, and life sciences.

➠ My background includes defining and aiding development and customization of technologies and software solutions that support quality improvement and ensure optimal customer satisfaction, along with delivering critical support internally to marketing, sales and account management, and quality management teams.


➠ Additionally, I am skilled in cultivating, strengthening and sustaining relationships with customers through the effective articulation of needs, requirements, and expectations. I am a hands-on, personable leader who fosters collaboration and empowers team members through training and effective mentoring. Throughout my career, I have been recognized by executive leadership as a valuable asset for consistency in delivering and steering implementation of global projects that significantly advance customer satisfaction, performance, productivity, and quality.


☛ Key Skills ☚
✦ Customer Experience
✦ Strategy
✦ Process Engineering
✦ CRM
✦ Global Project Management
✦ Change Management
✦ Services & Operations Management
✦ Data Analysis
✦ Problem Resolution
✦ Team Leadership
✦ Operational Streamlining
✦ Stakeholder Engagement

Experience

2018 Sep - Present
Global Head Of Customer Service
Clariness / Somerville, NJ

Recruited to define, develop and establish structure to the department and drive continuous improvement of customer service and enhance communications with customers (patients and sites). Leverage in-depth analysis of data and thorough understanding of the clinical trial recruitment service to consistently measure service quality and determine opportunities to drive improvement. Deliver leadership in the development of the strategy for Patients and Site Services and direct a team of 60+ employees and freelancers dispersed globally. Drive a culture that puts the customer and the site at the heart of the service experience and continual improvement of the customer service experience and customer performance (investigator sites).


➥ Planned and established a call center and implemented inbound/outbound call center technology that delivered a 30% higher reachability rate and efficiently handles about 2,000 inbounds and up to 18,000 outbound calls per month.
➥ Played a major part following Clariness’s acquisition of Viomedo, steering patient recruitment projects, site onboarding and merging processes in order to benefit patients and sites to better enroll in Clinical Trial studies.
➥ Monitored and managed up to 500 clinical trial sites in order to meet enrollment targets on multiple projects running simultaneously.
➥ Applied technical expertise and understanding of customer/patient needs, expectations, and objectives to develop a new Patient Engagement Software.
➥ Worked closely and facilitated collaboration with Sites and Patients to ensure the requirements of the randomization of patients were met.
➥ Conducted detailed analysis of customer service statistics, and other website data to identify improvement opportunities.
➥ Developed and implemented strategies and processes that significantly increased Site satisfaction metrics by increasing Client participation in site services from an initial 70% to 95%.

2015 Jan - 2018 Aug
Global Service Manager
Eppendorf / Hamburg, Germany

Managed Global Projects within the Service Management Division and created a new Eppendorf Service Strategy in order to implement an efficient and customer-focused Customer Service Organization while improving after sales revenue. Monitored and managed compliance with relevant KPIs for different service organizations. Collaborated in the achievement of uniform service quality standards in Eppendorf Service Organizations and 3rd Party service providers by conducting audits and coordination of improvement action.


➥ Successfully led Implementation of Global Service Products in 12 local organizations (within North America, Europe, and Asia).
➥ Championed and developed utilization of CRM Platform and SAP Contract Module, including delivering training to enable effective use in marketing, sales and service management.
➥ Successfully steered the implementation of global services in the US that included common preventive maintenance, worry-free service, calibrations, as well as standard and flat-fee services.
➥ Centralized efforts in marketing with one global marketing book translated to the local language and created a global image for the company with the same products and services, to support the growth of the company.
➥ Set up a service organization in Dubai to replace 3rd Party vendor within 6 months, including project managing office setup, staffing, and logistics.

2013 Jan - 2014 Dec
Process Project Manager
Eppendorf / Enfield, CT

➥ Played a key role following Eppendorf’s acquisition of New Brunswick Scientific, steering integration projects, change management strategies, and relationship rebuilding.
➥ Led implementation of Service, Portfolio Management and Quality Processes such as Control of Non-Conformity Processes, Reporting of Failure.
➥ Developed and established a new Quality Database for the new acquisition providing data on the quality history of the New Brunswick Scientific Acquisition, such as product complaints, and activity and steered the implementation of CRM functions.

2010 Nov - 2012 Dec
Quality Engineer
Eppendorf / Hamburg, Germany

➥ Crafted and implemented new processes for CRM system to enable access and analysis of key data and the development of solutions to address product service quality issues.
➥ Created new Standardized Symptom codes for all Eppendorf products and developed Corporate Standards, along with developing global training for the new defect reporting process.

Education

2009 - 2010
Brunel University
MSc Advanced Manufacturing Engineering

MSc of Advanced Manufacturing Systems
Graduated with Distinction
Key Modules: Computer Aided Design, Manufacturing Methods, Simulation, Metrology, Measurement and Quality Management

2005 - 2010
ESIEE-Amiens
MSc Production Systems and Engineering

Engineering Diploma - ESIEE-Amiens
Major: Advanced Manufacturing Engineering
Graduated 7th of my year with an appreciation: "Very Good"
Key Modules: Automatics, Robotics, Quality, Management, Computer Aided Design and Electronics

Skills