EMEA - Logistics & Customer Care Specialist
Juniper Networks
Total years of experience :11 years, 10 Months
Handling escalations from different regions but mainly from EMEA and the Middle East.
Resolving escalations at the highest level from VIP customers, and internal account teams
(Including providing training and seminars on systems and processes). Taking the escalation
onboard and thinking outside the box to resolve the problem.
Logistics: Main contact for third party vendors, making sure depots are stocked appropriately
to support service contracts, handling RMAs, working with different service providers (UPS,
DHL, Expeditors International, Storbridge and Flash) and staying in close contact with our
compliance department to ensure shipments meet Import/Export policies.
Customer Care: Handling escalations from first line customer support, VIP customers and
vendors that can be related for example to service contracts, licenses and delivery problems.
Operate and maintain databases and run medium and large data projects as well as extracting
data through complex queries using Microsoft Access and SQL, data quality management
(cleaning, standardizing and validating data) and working in line with existing data business
rules.
Taking care of passengers to guarantee their safety and comfort in an unpredictable
environment. Working closely within a small team and dealing with a range of people from
different backgrounds.
Teaching the Syllabus of the Ministry of Education to high school students in classes of 25-30
students aged 14-18. The Syllabus included working with Windows, the use of the Internet,
search engines and Microsoft (Word, Excel, PowerPoint).