Reynald Samson Email & Phone Number

Auckland, New Zealand

Results-driven Service Delivery Coordinator with over 10 years of experience in leading cross-functional teams and delivering exceptional customer service. Proven track record of optimizing service delivery processes, improving customer satisfaction, and driving operational efficiencies. Skilled in building strong client relationships and collaborating with stakeholders to achieve business objectives. Excellent communication and leadership abilities with a passion for driving team performance and exceeding customer expectations

Singapore

Use best practices to swiftly manage a wide array of escalated client issues/inquiries/needs covering technical, business continuity, compliance, risk, regulations, contracts, cost management, and workflow processes; recommend and integrate new strategies. Maintain direct alignment with the Sales and Internal operations team to deliver on all client expectations. Sought for professionalism and expertise in guiding negotiations and handling tough customer objections. Forge and continuously develop key client IT, Market Data relationships through superior customer service. Conduct in-depth assessments to facilitate efficient workflow and process improvement. Maintain constructive alliances with internal stakeholders to consistently meet submission deadlines under a heavy workload. Champion interaction with the beta testing phase to shape products/processes and steadily reduce post-delivery issues. Sought to assist in the management of incident report communication, directly adhering to pertinent company procedures/guidelines.

Singapore

Offered exemplary onsite and remote support on PC/Mobile/Telephony/Access/Accounts/Server/Network/AV hardware and software, rising above all performance expectations in a high-stress, deadline-driven environment. Conducted extensive investigations to ensure remediation of issues, and established clear communication channels to effectively coordinate with other teams on global, high-impact issues. Reformed processes to streamline User Account Management. Worked in concert with senior staff to supervise Vendor Management. Administered VIP Event/video conference setup and support, acting as an on-site hub to solve problems.

Singapore

Provided exceptional 1st/2nd level support to up to 12,000 Global users daily in a deadline-driven call center environment. Selected as the first-line customer liaison to local end-users and guaranteed appropriate escalation to build customer loyalty. Diagnosed and remedied complex, time-sensitive problems through different means.

Philippines

Provides exceptional support to US American and Canadian customers with their Dimension/XPS computer hardware, software and wired/wireless(802.11abgn, Bluetooth, WWAN ) networking problems through voice calls.