Benjamin Coulée Email & Phone Number

- Test as close as possible to a real customer setup by using advanced tools - Test and critique software to assure quality- Identify potential improvement opportunities and projects- Debug and report the anomalies- Enter all necessary quality information into the reporting database completely and in a timely manner- Support integration, system debugging, performance tuning, coordinating the engineering and test groups- Maintain a cooperative relationship with developers- Assess high risk areas of an application on which to focus testing efforts when time is limited- Find problems and detect what is missingMay 16th 2014: Certified Scrum MasterOctober 2012: ISTQB - Foundation Level Certified

Preparation of training courses and delivering training to 1st Level agents.

I'm responsible of all escalations from 1st Level agents about Technical and procedure problems.During the past year, I have created an internal database in HTML for 1st Level support, grouping all technical informations the agents need to support their customers.

I was taking care of escalations/complaints (via phone, email, fax) from difficult customers and also in permanent contact with repair centres for the daily operations / repair escalations.Next to that, I was responsible of quality monitoring: Listening to incoming calls from the agents, evaluate and provide feedback to the agents dirrectly.

I was responsible of 2nd Level escalation for hardware and software problems related + callback of difficult customers.Next to that, i was in charge to create and keep up to date an internal database under Lotus Notes for internal procedures and technical (troubleshooting guidelines)