About
15+ years of Customer Service & Customer Experience expertise across different countries and industries
Partnerships with high-potential startups, mostly in Switzerland, at the seed and VC stages
I began by leading a customer service team in a telecommunications company in Belgium.
I subsequently worked as a Sr. Strategic Solutions Consultant at Zendesk, in London.
In this role, I partnered with the Enterprise Sales team to develop account and opportunity strategies.
- Helped close deals for a total of two-digits millions $ ACV (EMEA), and witnessed the highest win rate with ~60% of deals touched that closed.
- Instrumental in creating an ROI model & analysing the gains of implementing Zendesk, while building and demonstrating PoCs, and leading the scoping of professional services packages.
- Won “Over Achiever” and “Enabler of the Year” awards. Worked on the biggest EMEA deals such as Tesco, Booking.com, Just Eat & EuroTunnel.
Lastly, I founded ADT Consulting in Switzerland.
My goal is to understand a client’s business needs, and transform that into some form of solution definition, meeting or exceeding their measurable business goals for customer service. I aim to ensure clients understand the technical and business value the software can deliver.
I also advise institutional investors (via Guidepoint, Tegus, AlphaSights, Coleman Research, …) wishing to gain a better understanding of the CX industry.
Following these experiences, I’ve founded ADT Invest.
We partner with high-potential startups, mostly in Switzerland, at the seed and VC stages. During that partnership, we provide dedicated, hands-on mentorship and strategy guidance.
More
- Studies: Economy & Business Management
- Trainings: Sales Methodology: Discovery and Qualification (2 days, Franklin Covey), Personal Leadership & Influence Programme (3 days, DDA Consulting)
- Speaker:Customer Experience, UK Contact Centre Forum , WorldwideService Desk Institute
- Volunteering: Headstart Network Foundation, Red Cross Blood Drive
- Language: French, English, German (ein bisschen)
- Sports: (Trail) Running, Mountain Biking, Cycling, Skiing, Swimming
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Resume
Summary of work experiences
Experience
Managing Director & Founder
ADT Invest
2025 - Present
Pully, Switzerland
- We partner with high-potential startups, mostly in Switzerland, at the seed and VC stages. During that partnership, we provide dedicated, hands-on mentorship and strategy guidance.
- 📈 FinTech: digital asset management, wealth planning & structuring, forecasting (no crypto...)
- 🤖 AI: niche use cases where AI adds tremendous value and the “AI” name is not smoke & mirrors
- 🏗️ Infrastructure: fills the gaps in public transport and energy transport
- ♻️ Climate: DAC, solar industrial heating & storage
Managing Director & Founder
ADT Consulting
2018 - Present
Pully, Switzerland
- Our mission is to understand our client’s business needs, and transform that into some form of solution definition, meeting or exceeding their measurable business goals for customer service.
- With over 15 years of CX expertise, we ensure our clients understand the technical and business value that Zendesk products can deliver, while providing value-added advice and strategies to optimise their customer service operations.
Strategic Solutions Consultant
Zendesk
2013 - 2017
London, UK
- Partnered with the Enterprise & Strategic Sales team (mostly in UKI, France & AME) as a pre-sales consultant to develop account and opportunity strategies.
- Created ROI model to submit ROI examples to prospects & analyse the gain of implementing Zendesk.
- Built & demonstrated PoCs, lead the development of services proposals & Statements of Work.
- Trained the whole EMEA Sales & Account Mgmt. teams on how to do great product demos.
- Speaker at customer events about customer experience, machine learning, and Zendesk in general.
Head of Support
Mondial Telecom
2008 - 2013
Brussels, Belgium
- Managed the wholesale Customer Support team. Reported to the CEO.
- Managed B2B accounts and followed up issues and change requests with Sales and Development team.
- Worked in direct contact with Operations and Development team, following the Agile methodology for deliveries.
- Recurring travels on-site to update the Customer Support teams working with us; demos of new features of the product over time.
- Set up a "Labs" environment to allow beta testers to easily test the service and report bugs. Followed up bugs and features requests in JIRA with the Development team.
Contact
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