The responsibilities I had as a Global Service Manager are very similar to the ones already mentioned below, as a Regional Service Manager. However, the focus for the new account I was entrusted with was on continuous service improvement and revenue increase. This is because the customer had already been with Stefanini for a long time and their expectations for what the Service Desk should provide were higher.I was involved in developing automation initiatives, digital transformation… Show more The responsibilities I had as a Global Service Manager are very similar to the ones already mentioned below, as a Regional Service Manager. However, the focus for the new account I was entrusted with was on continuous service improvement and revenue increase. This is because the customer had already been with Stefanini for a long time and their expectations for what the Service Desk should provide were higher.I was involved in developing automation initiatives, digital transformation projects and service tool enhancements (such as the ticketing and the telephony systems).The most enjoyable part of this role was the possibility to use my creativity to build various presentations that would describe our company’s and the customer’s common goals and how we can achieve them on topics such as digital transformation or continuous service improvement. Show less

• My first task as an Account Liaison was to perform the data harvesting for the South Pacific region. I performed this task in a two week period, which involved a trip over to Sydney, Australia. • Afterwards, I was in charge with the integration of the new service within the existing project structure, based on the customer needs, but meeting the global IT team’s requirements as well. This took the better part of three months, and it involved a lot of overtime, but the result was a… Show more • My first task as an Account Liaison was to perform the data harvesting for the South Pacific region. I performed this task in a two week period, which involved a trip over to Sydney, Australia. • Afterwards, I was in charge with the integration of the new service within the existing project structure, based on the customer needs, but meeting the global IT team’s requirements as well. This took the better part of three months, and it involved a lot of overtime, but the result was a successful launch and integration of the South Pacific region into our project’s fold• Maintaining a good relationship and communication with my counterpart in the customer’s organization and the regional IT services management team, which included regular governance (weekly, monthly and quarterly meetings).• Building and improving the reporting that was used in the governance. I had already worked on improving the reports we provided to the customer since I was a team leader, with very positive feedback from them• Performing trend analysis on the quality issues reported by the customer and responding to them with improvement plans or action items, where applicable• Jointly leading our specialist team with the help of our Global Service Manager and my two Regional Service counterparts in making sure the customer’s needs and requirements were met at the project level• I was in charge with process and knowledge development and improvement on the Stefanini side. I would work with the customer’s Service Manager, as well as with our specialists team to make sure the processes and procedures used in supporting the South Pacific region were efficient, while meeting the company’s global requirements as wellI enjoyed the multicultural aspect of the job (I worked with service managers from Belgium, Australia, India, the UK and the US) and the ability to directly influence how a process should look like from top to bottom. Show less

• Floor management• Staffing (interviewing candidates, creating and maintaining the schedule for the team, ensuring the team is not under or overstaffed at any point, shifting technicians between language or business units to improve overall project efficiency)• Team development and overall results (making sure team members meet their objectives, team motivation, identifying each individual’s strengths and putting them to the best use within the team, identifying and developing each… Show more • Floor management• Staffing (interviewing candidates, creating and maintaining the schedule for the team, ensuring the team is not under or overstaffed at any point, shifting technicians between language or business units to improve overall project efficiency)• Team development and overall results (making sure team members meet their objectives, team motivation, identifying each individual’s strengths and putting them to the best use within the team, identifying and developing each individual’s skills and guiding them towards the appropriate career path, applying disciplinary actions when needed)• Team communication (1-on-1 meetings held monthly and team meetings held quarterly)• Driving productivity and efficiency improvement (developing the productivity objectives, ensuring that they are met, assessing the productivity evolution on the project and within the team)• Administrative tasks (verifying payroll data, ensuring efficient communication between the team and the support departments)• Partially responsible for project costs• I have also acted as interim Service Manager and have successfully lead the sunset and the launch for two customersBeing a team leader was one of the most stressful jobs I have had, but also one of the most fulfilling. In this role, I was able to help my colleagues evolve and grow professionally in a direct manner, and for some, this even meant I had to guide them towards other fields that suited them better.I lead the meetings with my fellow team leader colleagues for about one year, before being promoted to Account Liaison. My main focus during that period was to create a repository of documentation for the team leaders with the help of some of my colleagues. I came forth with this initiative after newly appointed team leaders would keep asking me and my more experienced colleagues the same questions, which could have easily been written down in a single repository, which we succeeded in creating. Show less

This role actually included the responsibilities of the trainer, the incident controller, the knowledge engineer and the quality specialist combined. Since the project was small, the volume of work for each of these specialists was fairly limited, so a single person could handle the tasks for all of them.My responsibilities included actively monitoring the ticket queues and ensuring they are handled within SLAs by assigning tasks to the team, training team members and assessing their… Show more This role actually included the responsibilities of the trainer, the incident controller, the knowledge engineer and the quality specialist combined. Since the project was small, the volume of work for each of these specialists was fairly limited, so a single person could handle the tasks for all of them.My responsibilities included actively monitoring the ticket queues and ensuring they are handled within SLAs by assigning tasks to the team, training team members and assessing their training needs, performing the quality monitoring on calls or tickets handled and knowledge documents review and editing. I also assisted the team leader in creating and presenting the weekly or monthly reports to the customer.What I enjoyed most about this role was the diversity of tasks I had to perform (although listening to the calls for quality monitoring was not very entertaining). I was also able to bring some improvements to the processes and procedures we used at the specialist level. For example, before we had any reporting implemented in the monitoring tool, I found it very hard to keep track of the evolution of a specific technician. So I created a tracker, which was nothing more than an Excel file with the results each individual had, but which helped in tracking progress very much, and which was actually appreciated in an ISO audit we had later on, on another project (by that time, the tracker had also been adopted on other projects as well). Show less

This was my first office job and my responsibilities included handling customer IT issues and requests, reporting trends and outstanding issues and training colleagues.As a support technician, I learned basic troubleshooting procedures, how to handle customers over the phone, which I find easier than face to face, but which poses it’s specific difficulties in certain situations. It was also my first contact with the corporate world, so I also learned my first lessons about the roles… Show more This was my first office job and my responsibilities included handling customer IT issues and requests, reporting trends and outstanding issues and training colleagues.As a support technician, I learned basic troubleshooting procedures, how to handle customers over the phone, which I find easier than face to face, but which poses it’s specific difficulties in certain situations. It was also my first contact with the corporate world, so I also learned my first lessons about the roles required to run such a complex structure (compared to the two jobs I previously had).The best part of this job was being able to help people who were all over the world. There are so many examples, that I’ve forgotten most of them. However, I will never forget one loyal customer which I and my trainer had helped with various, recurring Lotus Notes issues for more than four months (if you know anything about migrating from Outlook to Lotus Notes, you’ll know four months is quite normal). He was so pleased with the way I and my colleague would help him that he specifically asked for us if he landed in someone else's queue. Show less

This short job included handling customer requests, product presentation, PC systems construction and store/shelf maintenance. This role involved my first direct interaction with customers and it was the best (or worst, depending on the customer) interaction possible – face to face.I learned a lot about technology at this workplace, since we sold a variety of IT and entertainment equipment (cables, cameras, speakers, printers, PC and PC components, you name it).The best part about… Show more This short job included handling customer requests, product presentation, PC systems construction and store/shelf maintenance. This role involved my first direct interaction with customers and it was the best (or worst, depending on the customer) interaction possible – face to face.I learned a lot about technology at this workplace, since we sold a variety of IT and entertainment equipment (cables, cameras, speakers, printers, PC and PC components, you name it).The best part about this job was the negotiation I would have with customers to convince them to buy our products, which included elements like their budget, the quality of the product, their actual needs and, occasionally, the internal sales targets that we had, based on brand sponsorships (shameful, I know, but that’s how retail works).One of the best experiences I’ve had at Best Computers was being able to help a deaf person get a mobile phone. I saw that my colleague at the mobile phones counter was struggling with this person, so I went over to help. My colleague was trying to sell this person the latest phone, which had a lot of bells and whistles, none of which were useful to a deaf person, though. After a short conversation with the customer on written notes, I recommended him an older phone, with a simple, but effective display, which was within his price range and which would work perfectly for his needs – text messaging. Show less

My first job involved responsibilities like preparing the meat products served in the restaurant, keeping the work area sanitary and carrying supplies to the various storage units we had.It was the job where I learned how to properly use a broom and a mop.One of the tasks I enjoyed very much was the dish washing at the end of the evening shift. I had gotten so good at it, that I could finish the task in about half the time it would take most of my other colleague to do so.