Reduced First Response Time: Cut response time from 2 hours to 20 minutes, heightening customer satisfaction through swift solutionsStreamlined Client On-boarding: Enhanced client satisfaction by streamlining on-boarding processes, boosting scores by 20%Enhanced Zendesk Implementation: Successfully deployed Zendesk for efficient customer query tracking, improving overall performance and responsetimesLed Training Sessions: Designed and delivered customer and team training, ensuring informed customers and skilled internal staffImplemented Proactive Solutions: Achieved a 50% drop in recurring issues through proactive measures, elevating customer satisfaction

On-boarding Client: Configure the customer solution and its ecosystem (Custodians, Brokers, Admins, Market Data Providers, Crypto Exchanges, etc.).Project management, understanding the entire Front office to Back-office chain, key interaction with experts, conducting workshops on deliverables and meeting deadlines.Support Front: Assistance on technical, functional advice and support in real time, detecting diagnosing anomalies and bugs of the software, providing recommendations to resolve them, collection of new client requests and participation in the deployment of new software features, tests, and upgrades versions of the software.Consolidating knowledge in market finance (performance allocation, risk analysis, etc.), becoming familiar with the various technological tools used in-house: DevOps, SQL Server, organization, and prioritization of tasks.Process transformation: Managing the company's global knowledge by modeling internal concepts and processes to increase team interactions and increase business efficiency. Standardization of information, and ease with theoretical knowledge in finance.Tools used: Hedgeguard, Bloomberg, Smartsheet, Team Viewer, Process Street, TFS, Zendesk, Confluence

Managed the client’s portfolio on a daily basis from reporting and trade settlement to valuation of the fund’s assets.Analysed the hedge fund performance relative to its competitor and to the industry in which he invest.Executed daily, weekly and monthly reporting for the client analyzing its risk relative to its specific benchmark as well as the industry in which he dedicates his fund’s investments.