Emeric Asse Email & Phone Number

Reading, United Kingdom

•Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.•Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer •entitlement (warranty through mission-critical). .•Resolve incoming internal or external businesses and end user's problems via telephone and e-support.•Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).•Proactively assist customers to avoid or reduce problem occurrence.•Engages team members for support as required to ensure internal or external business and end user SLA demands are met.

London, England, United Kingdom

Professional Python DevelopingBasic Python structures: strings, lists, and dictionariesPython Object-Oriented Programming (OOP)Core programming tools such as functions and loopsPython scripts to perform automated actionsCreating your own Python language from scratchUsing variables to store, retrieve and calculate information

Design high availability, fault tolerance, and scalabilityLearned: IAM, S3, CloudFront, Storage Gateway, SnowballLearned: ElastiCache, Aurora, VPC, SQS, SNS, Elastic Transcoder, KinesisLearned: EC2, CloudWatch, CLI, Lambda, Route 53, RDS, DynamoDB, Redshift

Slough, United Kingdom

Key Accountabilities: • Manage the end-to-end customer contract renewal agreements, process including Payroll Id, contactdata collection, email and and phone number. • Produce regular reporting and actionable customer insight by analysing data into a clear view usinga wide range of database systems such as Micrisoft Excel spreadsheets, Renewals database, OCM andNols. • Identify trends and themes from data, conduct root-cause analysis to identify issues and apply robustprioritisation techniques to recommend top priority actions that will help LeasePlan grow customerloyalty and satisfaction. • Monitor and report on performance closing-the-loop performance for customer feedback received. • Ensure data captured and insight reported is accurate, statistically significant and managed in a waythat is GDPR compliant. • Create customer journey views using voice of the customer, voice of the process and voice of theemployee to identify moments of truth and pain points. • Challenge stakeholders to ensure they are focused on the moments that matter most for customersand support recommendations with data. • Review and monitor the customer impact of changes implemented. • Identify if customer experiences delivered align to LeasePlan’s brand strategy. • Manage the migration of survey platforms from Confirmit to Satmetrix

Slough, United Kingdom

Key responsibilities: • Act as a single area focal point and owner for all aspects of operational delivery, whilst ensuringcustomer satisfaction, productivity, planning, scheduling and KPI compliance is delivered in line withbusiness expectations. • Allocate work to engineers to deliver Customer Promises and meet Service Level Agreements. • Ensure that engineers arrive within specified time frames and any delays are communicated to theCustomers. Answer all Customer enquiries. • Provide 24/7 support and customer service excellence. • Provide quality audits for engineers works to ensure all follow activities have been raised to ThamesWater for review and action to resolve customer issues