Sylvain Corvaisier Email & Phone Number

Tokyo, Japan

Leading a multicultural team of 5 IT professionals focusing on providing customer support for smartTrade's clients all around the globe during APAC business hours. The team is also in charge of the follow-up of clients primarily based in the APAC region: conducting regular reviews and ensuring the projects are moving forward in line with the client's expectations. We operate in English, French, and Japanese languages.Besides working with the team as a client services engineer on a daily basis, my responsibilities also include:* organizing the shift and personnel rotations in order to make sure there is always sufficient resources available to handle our work duties* participating to the hiring process of new joiners* putting in place (and often conducting) training programmes tailored to every team member's needs* being an escalation point for any support related matter* assessing priorities of incoming support requests and making sure everything is handled within our SLAs to the best of our ability.

Tokyo, Japan

From May 2016 until May 2020, I helped building and managing a team of 3 customer support analysts working for a dedicated client of smartTrade.In addition, I was acting as the backup of my peer head of a team of client services engineers affected to a different portfolio of clients. I also participated in their training.Both teams were merged in June 2020 and I took their lead.These years were focused on hiring, training and building a stable team in order to efficiently assume our work responsibilities.

Tokyo, Japan

Worked as a Client Services Engineer at smartTrade Tokyo. The original scope of my duties was to help taking care of all client related inquiries coming in during my shift, as well as following up projects that were handled by the Client Services team: any work related to production matters for smartTrade's clients.With this experience, I had the chance to improve my abilities to multitask, work under pressure on high-stakes tasks and incidents, learn how to communicate efficiently, and how to prioritize effectively.Eventually I was assigned to a specific project and started specializing in it. In May 2016, it was decided to build a dedicated client services team for this project that I would help building and lead.

In charge of the technical integration of new customers, platform evolution, system administration, customer support.

Greater Grenoble Metropolitan Area

In charge of the development and maintenance of our software integrated in the customer's environment.

Greater Paris Metropolitan Region

Development of a Web application to help the monitoring of the platform.

Engineer'S Degree, Computer Science

Education record