2011 - maintenantSenior Customer Care Manager – EMEA Service Delivery department.
Single point of contact and highly skilled customer care support for multiple customer accounts, managing the customer needs to ensure the highest levels of customer satisfaction. Management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Escalations management.
Global crossing
- Responsable Technique France et Benelux
Broomfield2001 - 2011Management of field activities associated to provisioning/delivery services across France and Benelux including: orders review and status monitoring, issues identification and timely dispute resolution. Effectively backlog management. Liaison with Sales, Order Management, Service Delivery, GAP and Circuit Design teams to manage Customers expectations. Escalations management including securing field resources and coordination across departments. Support to Carrier Relations for third party vendors management. Telehouses management. Reporting activities. Project Management for specific non-PEC/IP projects.
Leading cost saving migration projects from the cost saving identification to the completion (cost saving of several Million of € for some of them)
Lucent
- Support technique transmission
1999 - 2001CUSTOMER TECHNICAL SUPPORT – transmission support (SDH, DWDM, …)
• Troubleshooting of the customer network problems (on site or remotely)
Problems investigations in order to isolate the root cause, sometimes simple, sometimes require the help of others departments (Labs, factory, …), and also the support of the local Lucent team and the customer.
• Support of new network deployment or current network extension, Training of in-country team or customers (installation, commissioning, SDH/DWDM training, products training ,… )
• DCN and synchronisation design and implementation specialist, Several training and experiences have given me some very good knowledges of DCN and synchronisation (Participation of the synchronisation and DCN design for the Global crossing network, troubleshooting of a lot of DCN problems in Spain, China, Korea, …)
• International environment and several customers
Missions in several country : UK (Global crossing 12 months), Taiwan (Chung hwa Telecom, FET, KG, during 6 months), Poland, China (China Telecom during 1 month), Spain
SYSTEM VALIDATION OF A SDH MULTIPLEXER (ADM4/1)
• Tests Definition and execution Definition and execution of the tests to verify the equipment compliance against the SDH standards and the good implementation of the new features and bugfixs and feedback to the development teams to correct the problems
• Supervisor integration
Interface Equipment supervisor validation to certify that the supervisor is able to manage the SDH equipment.
• Technical context
SDH equipment : ADM4/1 (multiplexer STM1/STM4) and AM1 (Compact STM1 multiplexer)
Equipment developed in Paris and the supervisor (ITM-SC, WS-NMS) in UK
