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Work Background
Red Bee MediaProfessional Services Ressource Manager Europe
Jan. 2022Boulogne-Billancourt, Île-de-France, France- Led successfully multiple organizational transformation projects aimed at improving ways of working and enhancing team efficiency
- Contributed significantly to the development and expansion of key activities within the company
- Developed and implemented a comprehensive set of Key Performance Indicators to monitor and evaluate project success and operational efficiency
- Managed multicultural teams, optimizing processes and ensuring customer satisfaction while maintaining budget and cost management.
ATEMECustomer service director EMEA South
Jan. 2021 - Jan. 2022- Defined and build KPI to measure support performance and respect SLAs
- Structured the different levels of support to enhance customer satisfaction
- Maintained high level of support and strategy alignment
- Major accounts Customer contract renewal involvement
- Triggered new up-sale opportunities
Anevia Customer Support Manager
May. 2018 - Jan. 2021Gentilly, Île-de-France, France
Bertin IT (CNIM Group)Customer Care Manager
Aug. 2016 - Apr. 2018- Manage and lead the customer service and operation activities
- Responsible for the control and direction of all contracted services
- Escalation point of contact for all customer critical operational issues
- Top Management reporting - Team management
- Planning and organization optimization
- Maintain delivery roadmap
- Accountable for the end to end quality of service delivered
- Responsible for the global operations of Customer support teams
- Improvement of the Service Delivery
- Define service level agreements (SLAs) related to contracted services - Coach and pilot the transversal operational teams to ensure operational excellence
- Drive teams to ensure alignment with business strategy
- Control the operational costs - Manage the continual service improvement
- Make sure all the required communication is done to the different actors
- Lead the Service Crisis to reduce customer impacts - Understand and translate the needs into business opportunities Key achievements : - Established strong business relationship with customers Project Directors
- Managing the service delivery and improve service offer
- Designed and deployed new customer ticketing system and planned the customer migration (Salesforce Service Cloud) within 5 months
- Defined and build KPI to measure support performance and respect SLAs
- Structured the different level of support (L1, L2, L3) to enhance customer satisfaction (Reduce resolution time, improvement of the quality of incident resolution)
- Maintained high level of support and strategy adherence
- Major accounts Customer contract renewal involvement
- Achieved customer satisfaction with service delivery and performance
InfoVistaProfessional services consultant
Jul. 2015 - Jul. 2016Professional Services Consultant on Application Performance Guarantee (APG) products and services for customers Worldwide.
Responsibilities:
- Manage technical implementations and manage product issues and escalations in coordination with Support teams
- Deliver the highest level of customer satisfaction
- Manage Service kick off (Design & Build phases)
- Conduct high-impact on-site services offerings
- Conduct customized product trainings based on existing and future platform features, service platform administration, and identified gaps in client knowledge
- Conduct account reviews and recommendations
- Provide feedback of the customer to Engineering Teams and effectively manage client expectations around bugs and feature request
- Provide clear and constructive product feedback to Product Management and Engineering teams
- Involved on services proposals, defining services required, LoE (Level of effort), SoW (Scope of work) and others
- Supporting Pre-Sales on Proof of Concept and on Network Architecture design phases.
Ipanema TechnologiesTechnical Consultant
Jul. 2012 - Aug. 2015High Level of Customer satisfaction in the following missions:
- Help the Customers to properly deploy Ipanema solution within their infrastructure ( Server sizing, installation, customization, knowledge Transfer for the CMS part, and Network Architecture design and Validation for hardware integration)
- Follow up with partners (Telcos and VARs) (new customers deployments, migrations, solution evolution, customization, audits...) Supporting sales and pre-sales teams during sales cycles. Technical document redaction and tools development for transversal teams and customers Being a contact point between Customers and the R&D teams (Solution improvement requests) Professional Services
Ipanema TechnologiesTechnical Support Engineer
Oct. 2009 - Jul. 2012- In charge of Technical Support (level 2 and 3) on the Ipanema product for worldwide clients
- Ensure Customer Service satisfaction
- Advise on solution deployment
- Follow-up of Customer's System Architecture
- Management of the Support Team (5 engineers)
- Improvement of the Support Efficiency: -> Technical notes Redaction on the product features, usage and deployment -> Supplying of the Knowledge database with new solutions
France TelecomWISP expert
Mar. 2009 - Aug. 2009- Conducted a benchmark on the Wireless Internet Service Provider Plateform (WISP).
- Participated in Validation and Qualification steps to upgrade the platform capacity
- Managed the trial of a data streaming optimization tool (redaction and realization of the test cases, presentation of the results to Orange France)
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