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  • Detail-oriented and results-oriented, organized and professional, adept at training and coordinating IT service representatives, improving the quality and efficiency of client services, and conducting performance reviews internally or with all parties stakeholders and provide feedback to the parties. Offer a professional attitude, communication/leadership skills and an ability to perform well as part of a team and remain calm under pressure
  • Profession
  • Computers
    Computer Management
  • Industry
  • ALL
  • Availability
  • Negotiable
  • Years of experience
  • 5 to 7 years
  • Education
  • Masters / MBA
  • Type of contract
  • Permanent
  • Working time
  • Full Time 100%
  • Salary
  • To be agreed €
  • Travel
  • Flexible
  • Geographical mobility
  • International
Experience
Customer Success Manager
August 2020 - Current position (2 years)
Alink West Africa - Groupe SANCFIS • Abidjan • Ivory Coast
  • Deploy strategies that create loyal and engaged customers and take ownership of customer issues and track them through to resolution
  • Communicate with customers by phone or email and provide them with high quality support and problem resolution
  • Manage the support team and ensure service level agreements are met
  • Work on improving all customer service processes to increase team efficiency and customer satisfaction
  • Conduct monthly and annual performance reviews and proactively participate in weekly team meetings with leaders
  • Assist with sales, collect customer feedback and perform other duties as required by the business
Huawei Technologies Co, Ltd • Abidjan • Ivory Coast
  • Oversee the technical aspects of the project to ensure that there are effective business and technical solutions to create, deliver and support customer or user functions and operations
  • Analyze the quality of services provided to customers or users
  • Help identify and analyze incidents/malfunctions described by users
  • Optimize help desk and support processes
  • Manage and animate a technical support group with various specialties
  • Coordinate integration projects
  • Implementation of reporting tools and KPIs
Technical team leader (Governance and electronic security project)
August 2016 - June 2019 (2 years and 10 months)
Huawei Technologies Co, Ltd • Abidjan • Ivory Coast
  • Oversee the technical field activities (fiber optic deployment and network configuration) of the project and manage the efficiency of the technical teams, operations, tasks as well as the development and implementation of the solutions, following the KPIs, within the limits project budget, timelines and specifications
  • Supervise technical activities such as fiber optic deployment and network configuration and evaluate them according to established objectives
  • Implementation planning, control and monitoring
  • Identify problems and implement strategic solutions in time
  • Analyze site maintenance reports then plan and track maintenance actions
  • Coordinate and mentor engineers and technicians to provide level 1 and 2 technical support
  • Establish good relationships with suppliers and create a profitable workspace
Skills
  • Service requests and levels management
    Expert
  • Service Delivery management
    Advanced
  • Incident and problem management
    Expert
  • Continuous improvement and change management
    Advanced
  • Supplier relationship management
    Advanced
  • Project planning, control and monitoring
    Advanced
  • Project quality and risk management
    Advanced
  • Project performance management
    Advanced
  • Value stream mapping and optimization
    Expert
  • Operational research and solution optimization
    Advanced
  • Microsoft Office pack 2013, 2016, 2019
    Expert
  • MS Project
    Advanced
  • Trello
    Advanced
Education
ITIL V4 FOUNDATION
June 2021 - June 2021
AXELOS (IT Services Management) (ITIL V4 FOUNDATION) • Abidjan • Ivory Coast
PRINCE 2 FOUNDATION
September 2020 - September 2020
AXELOS (Project Management) (PRINCE2 FOUNDATION) • abidjan • Ivory Coast
LOKO Tertiary and Technological University (IT Telecom Electronics and Network) (Engineering degree) • Abidjan • Ivory Coast
LOKO Higher School of Technology (Electronics and IT) (Higher technician diploma) • Abidjan • Ivory Coast
Languages
  • Français
    Expert
  • Anglais
    Advanced
Interests
  • Learn and get new skills on IT Service and Project management
    Technological innovation
    Home automation and robotics
    bodybuilding and fitness,