EMEA Subject Matter Expert - for Microsoft Account
SiTEL
Total years of experience :19 years, 11 Months
Date: March 2010 - Present
Employer: SiTEL (+1, 500 Workstations - 365x24x7 Operations)
Position: EMEA Subject Matter Expert - for Microsoft Account
Duties & Responsibilities:
• Member of PMO / Global team supporting Microsoft in all the regions (EMEA, LatAm, India, North-America)
• Management of technical and non-technical teams, strategic technical training, QoS results, action plan.
• Acting as Technical lead/Expert and point of contact, day by day management and leadership of all the staff.
• Responsible for driving technical innovations, beta testing, validating high level technical escalation.
• Participate in all strategic reviews as well as taking active part in all operational crisis plans and meetings.
• Responsible for Change Management from Process to Transactional Operationals Changes.
Key Achievements/Projects:
• Leadership and Onsite support exposure across Microsoft account global (Philippines, India, Panama, Portugal)
• Successfully remote assisted on a Project Manager stance LatAm (Brazil, Colombia) to kick off.
• Implementation of an Integration, support and expertise team (ISE) for Technical Support in EMEA.
• Surpassed targets, Improved Customer Service and Technical Support QoS from 72% to 84% within 6 months.
• Awarded “Elue Service Client de l’année” meaning “Best customer service of the year” for 3rd time in a row.
• Worked according to the NF345/NF EN15838, ISO certifications and achieved a strong social media presence.
Date: September 2009 - March 2010 \nEmployer: SiTEL \nPosition: Senior Vendor Technical lead - Lead Trainer for Microsoft Account \n \nDuties & Responsibilities: \n• Handle complex technical and non-technical escalations, prepare, plan and provide training. \n• Drive Quality of Service, maintain, improve and monitor daily activities and interact with MS global teams. \n• Participating in Train the Trainer provided by Microsoft and develop and deliver own training
Date: January 2007 - September 2009 \nEmployer: SiTEL \nPosition: Senior Team Mentor for HP Account \n \nDuties & Responsibilities: \n \n• Handle complex technical and non-technical escalations, prepare, plan and provide training. \n• Drive Quality of Service, maintain, improve and monitor daily activities and interact with HP global teams. \n• Acted as a coordinator for HP team mentors community (IPS, PSG) internally and externally. \n \nKey Achievements/Projects: \n \n• Selected 4 times to received high technical training in EMEA HP headquarters in Amsterdam. \n• Received yellow belt Six Sigma certification from regional Quality Manager.
Date: December 2004 - January 2009
Employer: SiTEL
Position: Support Engineer for HP Account
• Providing technical support of desktops, portables, Servers, Switchs, Storage and software.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes, recommend solutions to correct failures
• Escalates more complex customer technical issues to senior level support.
Date: July 2004 - December 2004 \nEmployer: Mentra \nPosition: Web and Windows Developer \n \n• Responsible for developing Web and Windows Applications using Microsoft tools: Visual Basic, SQL, Office
Date: May 2004 - June 2004 \nEmployer: Xdata-System \nPosition: Web and Windows Developer \n \n• Responsible for developing Web and Windows Applications using several technologies.
MS Project and Programme Management – 2013-2014 SKEMA Business School is a merger (in 2009) of two of the leading Business School, ESC-LILLE and CERAM Business School in France, ranked no. 4 in France and no. 15th amongst top B-schools in europe.
System Engineer
IT Analyst