Experience

Orange Business Services

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Manager

  • Apr 1998 - Present

  *Overall responsibility for Quality of Service and Customer satisfaction for all implemented Services in-sourced and outsourced services and solutions on assigned customers. (measure service provided against defined Service Level Agreements)*Be the customer’s primary point of contact for all Service related issues.*Proactively identify existing customer needs, and opportunities to grow the customer relationship.*Maintain adequate knowledge of solutions and services*Ensure consistency of customer facing deliverables e.g. reporting



Equant / Orange Business Services

• Customer Service Helpdesk

  • Jan 1995 - Apr 1998

  Respond to customer calls and initiate trouble tickets, open cases, troubleshoot service issues, interface with carriers, vendors and Field technicians for dispatches. Respond to customer calls and initiate trouble tickets, open cases, troubleshoot service issues, interface with carriers, vendors and Field technicians for dispatches.



SITA/Equant

• Line Control - Datacom technician

  • Feb 1989 - Jan 1995

  Testing, troubleshooting PTT circuits and referring cases to Carriers as needed, coordinating dispatches and ensuring resolutions of issues. Backup testing, Responsible to keep data integrity of circuits in area of responsibiity. Testing, troubleshooting PTT circuits and referring cases to Carriers as needed, coordinating dispatches and ensuring resolutions of issues. Backup testing, Responsible to keep data integrity of circuits in area of responsibiity.