IT ticket handling.Handling through Jira, Freshservice and Zoho

IT ticket handlingTools improvementMigration to Jira

- Fostering positive employee relationships through effective communication, training, and career development coaching. - Supervising and mentoring a team of 20 Tech advisors in a call centre.- Providing regular performance reviews and individualised feedback for direct reports to ensure KPI targets are met and exceeded. - Communicating and collaborating with multiple departments, including Compliance/QA, Workforce Management, HR, Recruitment, and Operations, to ensure accuracy and efficiency against increasing client demands. - Team management, mentoring and coaching, assess performance against target. Collaboration with Ops management and HR; involvement in the hiring process.

I worked for Conduent, supporting Google. I provided advanced troubleshooting of customer issues, for a variety of Google products and services. Continue with SME duties and additional as following: - Reporting, monitoring, updating, reproducing and finding workarounds for product-related bugs.- Creating and delivering training and coaching to both Tier 1 agents and SMEs, to further improve their understanding of the different products and services, and to boost KPIs.- Regular meetings with Product Support Managers and Trainers to improve cross-site communication and processes.- Attending global calibration meetings with client.- Test new tools and services for the client as required.- Working on Legal & privacy escalations following company processes. - Identifying opportunities to improve customer experience by leveraging continuous improvements in process, policy, product and agent performance. - Making recommendations on changes to existing policies and procedures. - Updating already created processes and creating new internal and external Knowledge Base.- Handling refund process of the products and services.- Handling customer complaints escalated by customer advisers. - Speedily spotted potential emerging issues, gathered relevant data and escalated to the client. - Constantly updating customer support advisers about announcements regarding new updates. - Analysing the weekly upload of DSAT of agents, identifying their compliance with the process which should be followed, coaching agents that were affected by such giving feedbacks or 121 at the desk.- Efficiently managed escalations from Tech support advisors by analysing issues with great attention to details, locating root causes and providing resolutions. - Consistently stayed up to date with any process, emerging and on-going issue changes, and product launches. - Provided hands on support to Tech advisors on the floor to help them execute customer inquiries faster.

- Delivered premium support for customers of cloud storage services & mobile apps (iOS & Android OS) supporting desktops/laptops with Windows OS and Mac OS on behalf of the client across different channels, including chat, email, and phone in FR language. - Assisted HR in the recruitment process by doing writing and speaking assessments to new employees for EN/FR speakers. - Performed remote troubleshooting through diagnostic techniques and probing questions to locate cause roots in mobile phones and computers with Windows OS and Mac OS. - Provided technical support to English speaking customers for a world-wide client via phone, live chat, and email. - Maintained 90% on average customer satisfaction rate through active listening and first time resolution skills. - Consistently achieved SLAs for enhanced productivity. - Provided technical assistance on a wide range of issues related to hardware, Android OS, and payment queries.

▪ Comprendre les besoins des clients.▪ Définir une politique commerciale avec l'aide des services marketing et produit.▪ Établir un plan marketing et rédiger des argumentaires commerciaux.▪ Recueillir les données récupérées par les services commerciaux.▪ Analyser les données de terrain et adapter sa stratégie en fonction de ces données.▪ Suivre le chiffre d'affaires obtenu grâce aux stratégies de vente.▪ Établir un reporting à la direction.▪ Effectuer une veille commerciale afin de se tenir au courant des évolutions du marché.

▪ Accueillir les clients à leur arrivée.▪ Donner les cartes des boissons aux clients et répondre aux questions concernant les ingrédients.▪ Prendre les commandes en faisant attention aux détails (proportion café/sucre/lait, par exemple).▪ Préparer les boissons en suivant les recettes▪ Servir les boissons et les encas, cookies, pâtisseries et muffins, par exemple▪ Recevoir et traiter les paiements (espèces et cartes bancaires)▪ Garder le bar propre▪ Conserver le stock de mugs et assiettes propres▪ Vérifier si les machines fonctionnent correctement et signaler tout besoin de maintenance▪ Respecter toutes les règles de santé et de sécurité▪ Communiquer les retours clients aux managers et recommander des produits pour le menu

▪ Dispatch management▪ Tracking of calibration intervals

▪ Life cycle assessment of 2 shoes▪ CSR service awareness of the impactful step of the product life cycle▪ Provided advice to reduce the impact of the products▪ Collaboration with all the service who worked on the products, including providers and subcontractors

▪ Maintenance spare part stock inventory using CMMS software (Carl)▪ Reimplementation of the stock in a new building

▪ Contrôle la conformité de fabrication de produits et pièces.▪ Selection des moyens de mesures et appliquer les techniques, méthodes de contrôle adaptées.▪ Analyse les données des contrôles (mesures, relevés, indicateurs, …).▪ Établit les documents de contrôle de conformité, de traçabilité et de suivi qualité.▪ Repère les non-conformités, les écarts et effectue les mesures préventives ou correctives.▪ Suit et contrôle l’application des règles, procédures et consignes qualité.

▪ Implantation et câblage des armoires électriques.▪ Réglage et Installation de diverses courroies. ▪ Remise en état des satellites de distribution d'eau.▪ Réparation des balances de pesage.

▪ Mise en place d’une politique de maintenance préventive.▪ Identification des dangers liés aux systèmes et à leur environnement. ▪ Création et mise en application du Plan de Maintenance Préventif sur le parc machine de la Blanchisserie.▪ Création de fiches méthodes associées au Plan de Maintenance Préventif.

▪ Installation de contrôles d’accès.▪ Installation de divers appareillages.▪ Tirage de câbles.

▪ Implantation et câblage des armoires électriques▪ Découverte de la conception des moteurs (Bobinage)