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50Five
- Customer Support
2016 - maintenant
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Voxpro
- Google Apps Technical Support Specialist
2015 - 2016
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ATOS IT Solutions and Services
- Global Quality Team Head
2012 - 2014
Core responsibilities
* Leading the quality initiatives of a global IT service desk based in Ireland, Sweden, Tenerife, Poland, Brazil, the Philippines, Turkey and Germany ;
* Synchronising the work of twelve to sixteen quality analysts and ensuring the standardisation of their practices. ;
* Keeping ownership of the evaluation guidelines, modifying them in accordance to the evolution of the global requirements ;
* Reporting on the quality findings and setting action plans with the global operation managers ;
* Liaising with the training, knowledge and process tracks to address underperformance issues ;
* Ensuring that every service desk agent is delivering the same quality to the end-user ;
* Carrying the tasks of quality analyst for the French speaking desk in Cork ;
* Reporting to the ATOS Global Quality Manager
Challenges
* Working with a team based in six different time zones. ;
* Implementing quality measures in centres with high financial pressure ;
* Fast paced environment in need of both standardisation and flexibility ;
* High level customer escalations to tackle ;
* Creation of global actions requiring local involvement
Main tools
* MS Office suite 2010 + Lync
* Verint Witness Quality Monitoring tool
* SharePoint
* Remedy OSD ticketing tool
* CA SDM 12 ticketing tool
Key achievements
* Creation of a ticket monitoring activity to identify precise areas of mistakes by first level and second level agents
* Organisation of monthly global calibration meetings between all the quality analysts
* Organisation of weekly quizzes distributed globally ;
* Creation of standard and customized reports for both global and local operations on daily, weekly and monthly basis
* Synchronising quality activities with the global training, knowledge, process and customer satisfaction teams
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ATOS IT Solutions and Services
- Continuous Improvement Analyst
2009 - 2012
Continuous Improvement Analyst - ATOS (formerly Siemens IT solutions and services), Cork
Core responsibilities
* Carrying local quality analyst tasks for an IT service desk (30 month activity)
* Dealing, in total, with six different customers - always two simultaneously
* Evaluations of both live and recorded calls ;
* Ticket audits in French, English, Italian and Dutch ;
* Feedback, coaching and mentoring of the agents ;
* Identifying areas of improvement and feeding them to training and team leaders
* First level incident management for two different customers (24 month activity)
* Point of contact between the service desk agents and the customers
* Escalation to the customer of any complaints by the end-users about mishandled incidents outside the service desk
* Cascade to the agents and to their supervisor of any quality issue impacting the level of service
* Regular meetings with the customer ;
* Creation and update of the service-desk knowledge articles
* Carrying process analyst tasks for a global IT Service desk (six month project)
* Design of support processes to be applied globally ;
* Definition of roadblocks, key success factors and desired outputs with the customers ;
* Cascade of the processes to the service-desk agents
Challenges
* High level of flexibility required to adapt to different languages, customers, tools and processes in days
* Strong pressure to tackle quality issues and to ensure Service Level Agreements are met
* High percentage of agent attrition impacting on quality
Main tools
* MS Office suite 2007 + Visio
* Verint Witness Quality Monitoring tool ;
* Ticketing tools: Applix, Remedy OSD, HP SM7, Clarify, OSMQ
Key achievements
* Met and overachieved quality targets set up by the customer
* Ensured stability of the quality throughout multiple organisational changes (changes of team leaders, of service-desk agents, of operation managers and move of office)
* Creation of reports, standardized and customized, always on time or in advance
* Analysis of up to 300 tickets daily
* Evaluation of up to 20 calls daily ;
* Creation and update of two different Standard Operation Procedures
* Ensured standardisation of quality activities in the centre
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Siemens IT Solution & Services (Cork)
- Continuous Improvement Analyst
2009 - 2014
For 3 customers within Siemens organisation.
Process Analysis: Creation of work processes for agents of a call centre, in concertation with customers and other internal stakeholders (training and management)
Incident Manager: escalation of internal and external incidents affecting either the internal call centre team or the customer's end users.
Quality: Analysis of the daily duties performed by the agents, correction of their mistakes (technical or contract related).
Reporting: Reporting on the different service level agreement achievements towards the customers and the service account management.
Continuous improvement: Analysis of the areas of possible improvement, proposal and implementation of action plans.
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Siemens IT Solutions
- Technical support agent
2007 - 2009
Service desk technical support agent - Siemens IT Solutions and Services, Cork
Core responsibilities
* Logging and routing technical queries (incidents and requests) from Siemens employees in Belgium ;
* Assessment of the quality of the entire desk
* Coaching and mentoring new agents
Main tools
* MS Office suite 2003
* Ticketing tool: Remedy OSD
Key achievements
* Dealt with up to 250 emails a day (French, Dutch and English)
* Learnt to read Dutch without any previous knowledge of this language
* Created an internal knowledge base of 350 articles
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Siemens IT Solution & Services (Cork)
- IT Support Specialist
2007 - 2009
Bilingual remote support of IT/Network/Phone network for Siemens employees in Belgium.
Log and route calls.
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Apple Store
- After Sales customer support agent
PARIS
2006 - 2007
Responsibilities
* Answering between 30 and 50 Apple Store customers a day ;
* Dealing with logistical issues ;
* Escalating financial issues and technical issues
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Apple Computers
- Customer Service
PARIS
2006 - 2006
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Segula Services Informatique
- Stagiaire RH
2005 - 2005
J'ai effectué ce stage de 6 mois en tant que stagiaire généraliste.
J'ai donc participé à l'ensemble du processus RH, du sourcing au licenciement, en passant par le recrutement, l'établissement de contrats, les déclarations administratives d'embauches (DUE, ANPE, etc...), la mise en place de contrats de professionnalisation, la gestion du planning, la gestion des éléments variables de la paie, la saisie des heures (sous Navision)et les relations salariés-entreprise et entreprise-médecine du travail.
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Renault Nissan Croatie
- Stagiaire RH
2004 - 2004
J'ai effectué ce stage de 3 mois à Zagreb en prévision d'une création de poste de chef du personnel.
En équipe avec le directeur général, le directeur administratif et financier et la responsable des services généraux, j'ai élaboré des statistiques précises à partir d'une base de données du personnel que j'avais créée (ces statistiques ont servi de base au plan de formation et de gestion des carrières 2005, la base de données sert encore à la chef du personnel pour le suivi des collaborateurs). J'ai aussi mis au point une procédure de recrutement.
