After a rewarding 13-year journey leading Technical Support teams at Nuance Communication (Microsoft since 2022), I am actively exploring new opportunities where I can leverage my extensive experience in enterprise-level technical support management.• Customer-Centric Leadership: Specialized in delivering exceptional customer service, managing both daily concerns and escalated issues effectively. My tenure includes handling support and escalations for high-profile clients, such as Fortune 500 companies, ensuring top-tier service and rapid resolution.• Innovative Problem-Solving: Known for pioneering innovative support processes that not only optimized efficiency but also minimized operational costs.• Talent & Team Development: Hands-on experience in building and leading high-performing teams across geographical boundaries, including the successful establishment of a product support team in India.• Cross-Functional Collaboration: Exceptional ability to foster relationships between technical support and other organizational functions, thus ensuring a seamless workflow and timely problem resolution.• Strategic Operations & Product Lifecycle: Led crucial initiatives like phasing out obsolete product lines in a cost-effective manner. Adept at collaborating with Product Managers to navigate the complexities of product lifecycle management.• Bilingual Communication: Fluent in both French and English, an invaluable asset for global team management and customer interaction.• Technical Proficiency: Extensive experience in Level 1 & 2 enterprise support, incident management, and system analytics. Skilled in specialized speech recognition and telecom technologies like IVR, Auto Attendant and SIP, as well as CRM, EDI, inventory and replenishment systems.I am currently open to roles that will allow me to build on these competencies. If you're looking for someone who is a catalyst for positive change, a builder of strong, integrated teams, and a relentless advocate for customer satisfaction, I would love to connect.