1. FRANÇOISE ROGOSZEWSKI
PROFILE
Commercially-minded, experienced Service Delivery Professional with over 10 years experience in
international IT business environments. Multilingual team-player, able to work effectively at all
levels to ensure success. Major strengths are ability to build on key and lasting client relationships,
excellent communication skills, enthusiasm and self motivation.
WORK EXPERIENCE
RICOH EUROPE October 2006 to present
Global Service Manager, Ricoh Global Service Europe (RGSE)
(FG500 Global Accounts Total revenue of €10 - 100M)
Responsibilities:
 Management of customer relationship at central level for operational matters
 Single point of contact for service delivery for given Global Customers
 Compliance with contractual global Service Level Agreements
 Management and implementation of service improvement plans with Ricoh Operating Companies
Key result areas :
 High levels of Customer Satisfaction
 Development of common methodologies and processes (RGSE Operational Manual) for given accounts to
support contract implementation and service delivery by Ricoh Operating Companies
 Drive of RGSE operational processes to enable Ricoh Operating Cos to provide service within agreed SLA’s
 Work with Ricoh Operating Companies to proactively improve levels of service to customers and make value-
added recommendations
 Maintenance and improvement of service quality , through a constant cycle of agreeing, monitoring and
reporting upon service level achievements and direction of actions to eradicate poor service
 Responsible for customer satisfaction surveys for given accounts are performed, results analyzed and service
improvement plans put in place
 Continuously seeking opportunities to expand the services (new solutions / optimization)
Main Achievement :
I have been successful in improving levels of customer satisfaction and SLA results for given global accounts by
working closely and effectively with Ricoh Operating Companies. Have achieved excellent Customer Satisfaction
Scores and sotrongly contributed to contract renewals.
Ricoh International - World Accounts Division June 2003 to September 2006
Sales Manager
 Responsible for contracts to United Nations and US Administration Accounts ca 20m€
 Managed a team of 2 Sales Assistants
 Contributed to turning around the division’s position from loss to profit
 Promoted to Global Service Manager, RGSE division

2. ST MICROELECTRONICS LTD July 2000 to June 2003
Customer Services Executive
 Providing first level support to major global customers
 Management of contract administration of assigned customer accounts
Dell Financial Services April 1999 to May 2000
Operations Manager,
Vendor Leasing Global Customer Programmes, Europe
 Managed four Leasing contract administrators
 Responsible for the submission of funding packages to Newcourt Credit European Offices
El Camino Resources Ltd April 1997 to Mar 1999
Customer Support - European Vendor Leasing Division
 Provided support to Customers regarding leasing contract administration
 Responsible for releasing ECR’s vendor leasing rates and raising lease quotes
Madge Networks Ltd April 1995 to Mar 1997
Team Leader/Customer Services - Southern Europe Region
 Managed the orders processing for the Southern European region
 Supervised team of four Customer Support Representatives
Hitachi Europe Ltd 1983 to 1995
During my time with Hitachi I was promoted through the company structure
and held the following positions :
91 to 95 Contracts Manager - Power & Industrial Machinery Department
 Managed commercial side of contracts on a customer/product basis
 Issued bid offers and negotiated contract terms and conditions
87 to 91 Assistant Manager - Information and Communication Systems Dept
 Responsible for sales quotations and customized delivery of dealer board systems
 Managed prompt payment by clients of staged contract payments
84 to 87 Sales Coordinator - Office Automation & Telecommunications Dept
 Processed sales enquiries, and orders from OEM distributors
 Supervised 3 sales co-ordinators.
83 to 84 Administration Assistant -Office Automation & Telecommunications Dept.
 Sales administration support
Kassnar International Ltd 1981 to 1983
Import-Export Assistant

3. General Engineering France S.A.R.L 1977 to 1979
Bilingual Secretary
PROFESSIONAL QUALIFICATIONS
2011 IT Service Management Foundation based on ISO/IEC 20000
2009 ITIL Foundation Examination
2008 Prince 2 Project Management
1991 Thames Valley University Business Degree
1989 Certified Diploma in Accounting and Finance
1987 Export Management Diploma I & II - Institute of Export
EDUCATION
1975 to 1977 - Ecole de Commerce de Lyon, France
1968 to 1975 - Secondary Education in French Lycées, Baccalauréat G1 level.
1979 to 1981 - Studied English at the London University
LANGUAGE SKILLS
Fluent in French and Spanish
INTERESTS
 Running (ran the 2011 Paris Marathon to raise money for Cancer Research UK)
 Keeping Fit -