Silvia Hoffmann Email & Phone Number

London, London, GB

Austin, Texas, US

Austin, Texas, US

• Lead a team of 19 technical support engineers within the global Fusion Supply Chain Management and Procurement support business.
• Coach and mentor support engineers and process leads to increase engagement, collaboration and customer focus.
• Process manager for customer focused programs (Implementation Support Program, Proactive Support Program)
• Own critical customer accounts with the goal of increasing transparency, avoiding customer initiated escalations and decrease time to resolution on service requests.
• Provide technical support awareness sessions with teams in strong relation with support, in order to streamline collaboration and overall improve the customer experience.
• Streamline support processes to help improve internal collaboration and reduce customer impact related to specific internal procedures.

Charlotte, North Carolina, US

• Design, transition and direct the HSF technical support call centre department for the EMEA region (29 Level 1 and Level 2 technical engineers with 3 team leaders) aligned with company’s objectives and to ensure high.
• Ensure a smooth communication flow with key stakeholders in HQ to efficiently problem solve emerging issues.
• Set up and optimise technical support tools, such as: Avaya, Salesforce.com to ensure efficient customer support operations.
• Initiate innovative process improvements to optimise customer support operations and personnel workflow.
• Successfully manage customer expectations by identifying new issues and trends in the customer care environment, proposing suitable resolutions and monitoring the team member- customer relations to boost customer.
• Recruit, coach and mentor technical support staff to enable competencies development and to retain and promote the best performers.

Rennes, FR

• Managing a team of 10 technical support agents (first level technicians).
• Held accountability for technical support team performance and managed workflow to meet and exceed quality service goals.
• Built partnerships with internal departments to streamline workflow and communication while solving customer issues through elite customer service skills.
• Ensured efficient operation of support applications (for VOIP phones, emails, internal database, orders and shipping) and in line with company’s standards.
• Forged solid relationships with customers from Spain, Latin America, US and UK by employing outstanding interpersonal and communication skills.
• Trained and mentored team members to bridge knowledge gap on operating procedures, best practices and company services.

Rennes, FR

• Oversaw the team productivity and workflow balanced to meet or exceed quality service goals in troubleshooting equipment.
• Ensured compliance with the corporate policy/procedures along with clear and measurable objectives for team members.
• Forged strong inter-departmental partnerships to streamline customer service resolution by employing elite communication and interpersonal skills.
• Fostered a professional team environment to facilitate process improvements and professional development.
• Created and updated the DJ Console & Soundcards section in the department knowledge base.

• Overseeing the renovation projects of the new acquired apartments (plan, hire work crews, approvingmaterials and furniture acquisition);
• Administrating buildings, land and business customers (checking rent payments, owned landprice status and business opportunities for current investors, etc.);
• Looking for new investors;
• Maintaining contact with lawyers, architects and other business partners;
• Organizing and supervising the offices;

Master Of Business Administration (Mba)

Bachelor Degree, International Relations And Affairs

Law School