PALAISEAU
Purpose & passion
Perseverant leader, I am inspired in helping people realize their potential. From a business and development perspective, I energize and fully support people in achieving above their goals.
With the vision that our children deserve a future of equity and fairness, I’m passionate in contributing to and driving in citizenship initiatives (additional information: Malawi, Mali )
Profile
More than 10 years of successful experience in customer service and support with recognised strengths in customer satisfaction, people management, organization and business development
Proven experience in people and performance management, local and remote. Proven experience in hiring.
A persistent manager, known for her accountability.
A team player, acknowledged for her engagement in customer services.
An orchestrator and a facilitator, driving projects to their completion
A great listener, known for the mentoring she provides
Solid communication skills in French and English
Synopsis of Achievements
Contributed to increase Microsoft Services Premier revenue margin by 20% by supporting new offers creation in proactive onsite support area
Year over year successfully delivered all Services to customers with flexibility against the forecasted workforce plan
Managed the evolution of a team of reactive support engineers towards a new organization focused on proactive services.
Increased the delivery capacity of her team by hiring, on-boarding and developing more than 45 employees in the last 4 years
Managed remote and local large teams with a high level of employee satisfaction (Fy11 Work Group Health Index = 86% Favourable vs 75 % for Microsoft overall. FY 10 Work Group Health Index = 89% favourable vs 74% for Microsoft overall)
Program managed the creation new technical Microsoft Services Offers created by technical virtual teams around the globe.
Mes compétences :
client management
Customer Satisfaction
Environnement
Environnement international
International
Leadership
Management
Relation Client
Remote management
Satisfaction client
Support
support technique
Technique
