- I manage accounts and services of customers with the only target their satisfaction and loyalty, this management include the quality of the service delivery, the experience delivered to them, the implementation, monitoring and control of all the procedures and tools necessary to improve customer satisfaction.
I am at the head of a customer relations and technical assistance team with multiple fields of action such as the follow-up of an order or a request, the recording of complaints, the carrying out of satisfaction surveys, incident resolution, problem analysis and solving and i work closely with multiples directions such as the technical, sales, finance and legal.
- Customers Management Office
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Implementation and deployment of the "Customer support" and "Customer centric" policies
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Management of customers returns, disputes and proposed solutions
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Design of KPIs, analysis of results and implementation of adjustments to deal with deviations
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Customer interface and success management
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Optimization of customers support processes and procedures
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Service optimization
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Training and coaching of the support team on technical and relational aspects
- As Technical Support Manager, I was examine all the customer's technical requests in order to identify the necessaries technical operations and activities for the integration of new solutions and then ensure their implementation and delivery.
I was managing and ensuring also the efficiency of, technical activities by providing quality technical support to customers during projects, tasks or activities
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Manage and animate a technical support group with various specialties
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Analyze the quality of services provided to customers and users
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Coordinate integration projects
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Define incident diagnostic procedures
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Help identify and analyze incidents / malfunctions described by users
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Set up reporting tools and KPIs
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Optimize assistance procedures
- As a technical team leader, I was oversee all field technical activities of the project. I was managing the efficiency of the technical teams, operations, tasks, solutions elaboration and implementation, network implementation and KPIs, within budget, deadlines and project specifications
- Supervise all technical activities (implementation and security of the network for example) and evaluate them according to the established objectives
Design and establish IT systems and policies according to the strategy defined by the project management
Analyze the needs of the various departments to determine their technical needs
Purchase of efficient and cost-effective hardware and software
Supervision of hardware and software to ensure their functionality and efficiency
Identify the needs for updates, configurations or new systems and inform the project management
Coordinate and coach engineers and technicians to provide level 1 and 2 technical support
Control budget and expenses
Help build supplier relationships and create profitable contracts
Identify problems and implement strategic solutions on time
Plan, organize, control and evaluate IT operations
Act in accordance with user and / or customer needs and system functionality to contribute to organizational policy
- Management of technical events
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Analysis and optimization of technical solutions
Presentation of technical solutions to the customer
Implementation of technical support development action for the customer
Supervision of the technical team of the project
Drafting of technical documents
Training of system operators on customer's side
- Information system management
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Implementation of an internal communication architecture
Control and monitoring of the performance of the internal information system
- Network implementation management
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Planning and monitoring of the implementation work actions of the subcontracting teams
Management of on-site implementation study and supervision project teams
Planning and assignment of weekly tasks to study and supervision project teams
Control and monitoring of compliance with quality assurance procedures and methods
- Network performance management
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Implementation of connection diagrams for optical fiber connection points
Network equipment configuration
Control and monitoring of network performance with dedicated management software
- Maintenance management
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Global analysis of site maintenance reports
Monitoring and planning of site maintenance actions
Management of maintenance teams
Maintenance of network equipment
- In charge of technical activities on site and customer support during maintenance
- Technical study on site, design and reporting
Installation and configuration of network equipment
Maintenance of network equipment
Customer maintenance support (on site)
- In charge of the automatism of the water demineralization unit, I was ensuring the proper functioning of the components of the automatism of the unit, the execution and updating of management procedures and maintenance
- Global analysis of the automatism system of the U64 water demineralization unit
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Analysis result: 57% of the automatism in good working order, 37% of the constituent equipment in abnormal working order, 6% of the damaged equipment
- Research and proposal for the automatism optimization solution
- Update of maintenance procedures and automation documents
- Corrective and preventive maintenance monitoring of U64 automation components
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Result: 87% of the automatism in good working order, 13% of the equipment damaged
- System operators training
Cocody hospital center • Abidjan • Ivory Coast
- As a trainee technician in electronic and computer systems, I was ensuring the installation and proper functioning of computer equipment.
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Computer hardware maintenance
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Network administration and installation of the WIFI access point.
