Deborah De Hallé Email & Phone Number

Santa Rosa, Ca, Us

San Francisco Bay Area

My role at Yammer over the years has evolved a lot with me playing key roles in creating the compute part of our infrastructure team in Engineering, Leading projects to deprecate old data centers and move us to the cloud, developing our new processes using Azure DevOps and being a key player in giving our customers Local Data Residency in Europe. As I continue my journey through Operations and Customer experience the following is a snapshot of some of my responsibilities:• Support operational planning process, including working with department leaders to define, manage and track their OKRs and strategic priorities• Serve as dedicated Customer Experience Manager for all Yammer customers, accountable for assisting them in reaching high reliability targets.• Drive collaboration with Engineering and PM’s to ensure the availability and performance of Live Site and the satisfaction of our customers• Participate and Lead in on call coverage - Provide leadership to all customer facing teams during incidents• Improve Customer experience by analyzing signals from various sources, driving RCA’s and Service improvements involving bug fixes• Drive continuous improvement in the Yammer platform by incorporating feedback from internal/external customers• Identify and drive requirements for increased customer self-supportability• Identify and drive implementation of customer centric mitigation levers and playbooks for Operations• Delivery of Monthly Service Reviews to Senior Leadership

Reading, United Kingdom

• Managing Critical Situations for Premier Customers Globally• Leading Internal Post Mortems, reporting to Senior Leadership team• Reporting and Analysing French Premier Critical Situations, working directly with Premier Director to help and advise on readiness for the Technical Account Managers• Apprentice Mentor

Reading, United Kingdom

• Managing, Leading & Developing team of SQL Escalation Engineers in EMEA & Developer Tools (22 Engineers)• Product Escalation Manager for SQL business reporting back into Product Group and influencing product for future release• Managing critical or escalated issues for Premier Customers to the full satisfaction of the customer• Responsible for developing and leading Escalation engineer programme across EMEA• Programme Lead for Key Talent strategy and execution in Global Business Organisation for both proactive and reactive engineering community• Mentor for Microsoft Intern Programme and New Apprenticeship Scheme• Premier contact for Finance Sector• Relationship Management of IRT (Arvato)• Host Manager for Japanese Engineers and relationship management for Japan

• Daily operation and Career progression for team of 15 Strategic Engineers• Relationship management with external Carrier management teams.• Statistical Analysis, Operations Meetings to Director Level and presentations.

• Responsible for team of twelve engineers, all HR issues, career progression, Team Meetings.• Running the daily operation including SLA and Customer Satisfaction reporting• Deputising for the Customer Operations Manager in the day-to-day running of the Department, producing Statistical Analysis and Operations meetings.• Internal & External Customer Escalation Point.• Project Management with internal departments to introduce New Data Products and Support, working closely with the Vodafone Marketing teams.• Delivering progression plan for departmental changes into a Data support Centre.• Responsible for Training Needs Analysis, New Departmental Induction and implementation of New Data Specialist Team.• Customer & 3rd Party Supplier relationship Meetings and Case reviews.• Delivery and Management of post sales technical process for all Blackberry related products.• Administration of RIM’s provisioning tool within Vodafone for all customer-facing areas. Also main contact for Global Operations and supplier for delivery of Service Packs to local download sites.• Running Global Op – Co program to bring all Vodafone Technical departments in line and encouraging our key Stakeholders/suppliers to work in alignment with us.