Customer Project Service Manager

• Jun 2016 - Present

• Holds accountability for the Quality of solutions provided to Customer• Acts as the customers' primary point of contact and an escalation point• Has awareness of overall and service management profitability of their customers• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange• Work with the account team to sell Orange products and services• Create and manage Service Improvement Plans triggered by:• Quality… • Holds accountability for the Quality of solutions provided to Customer• Acts as the customers' primary point of contact and an escalation point• Has awareness of overall and service management profitability of their customers• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange• Work with the account team to sell Orange products and services• Create and manage Service Improvement Plans triggered by:• Quality Connect Survey (related to any and all functional areas)• Customer Complaint (including those related to customer invoices• Proactive Action (identified proactively by the CSM)• Ensure customers complains are managed and resolved in a timely manner• Prepares periodic customer service reviews• Handles non-commercial customer queries and complex customer service issues• Proactively inform customer and end-users in advance of any anticipated service interruptions• Provides capacity analysis, forecasts and recommendations• Create and Review any internal root cause analysis (RCA)• Handles change requests, tracking of change implementation, change reporting and change billing.• Responsible for data integrity of customer information in all systems/tools• Provides customer with up-to-date technical documentation, including the Customer Operations Guide• Ensures all technical documentations are posted and updated Show more Show less

Technical Project Manager

• 2015 - 20161 year

• Works closely with the client at all levels in the customer organization• Develop & finalize integrated project plans, implementation schedules with internal & customer teams• Identify and secure resources necessary to execute the Project.• Manage all project related activities, ensure optimum utilization of resources and ensure all project phases are documented appropriately• Communicate weekly progress / status of projects to leadership and business units and all… • Works closely with the client at all levels in the customer organization• Develop & finalize integrated project plans, implementation schedules with internal & customer teams• Identify and secure resources necessary to execute the Project.• Manage all project related activities, ensure optimum utilization of resources and ensure all project phases are documented appropriately• Communicate weekly progress / status of projects to leadership and business units and all stakeholders• Idenitfy risks/issues , work out mitigation plans/remediation strategies for the projects• Facilitate customer steering committee & drive project meetings, track financials, provide status updates, identify risks/issues , work out mitigation plans/remediation strategies. Show more Show less

Jeune diplomée

• 2015 - 2015less than a year

International Project Manager

• 2014 - 2014less than a year

• Accountable for the successful completion of project team deliverables (site surveys, SAT & CAT) on time, within budget, and according to specifications• Work closely with the customer • Manage all project steps activities related site survey, service acceptance test, customer acceptance test, billing control, service quality.• Handle and coordinate international project managers operations meeting as the central project manager• Handle international project managers first… • Accountable for the successful completion of project team deliverables (site surveys, SAT & CAT) on time, within budget, and according to specifications• Work closely with the customer • Manage all project steps activities related site survey, service acceptance test, customer acceptance test, billing control, service quality.• Handle and coordinate international project managers operations meeting as the central project manager• Handle international project managers first training on the project• Manage third party suppliers as appropriate.• Handle and coordinate international project managers operations meeting and activities as the central project manager• Handle international project managers first training on the project Show more Show less