Olympia Craft

Handling world wide reseller and customer concerns, troubleshoot and solve problems via e-mail, telephone and remote desktop in English and French. Maintaining FAQ’s and Customer Care Portal, creating technical documentation. Assisting world wide customers and resellers with account status inquiries, subscription management and answering pre-sales and post-sales questions in English and French.

Stock management : preparing logistic documents, information to shops and delivery men, receiving orders from suppliers and updating the centralised stock accordingly. Deliveries : Planning of the delivery tours, booking of the delivery assistants, modifications of the planning. Delivery men : ordering equipment, preparing orders details sheets. Ordering and managing office furniture for shops and Central. Managing the employee purchase program : control of the employee history and details.

Creation of quotes, checking details of the customers, equipments on board of vessels. Creation of orders, checking stocks availibility, providing transport and insurance costs, use of incoterms.

Administrating supplier account on a day to day basis ensuring the French Remote Technical Support Service Delivery on the account is executed to the satisfaction of weekly & monthly SLA.Demonstrating strength in supplier/client relations, teamwork & showing flexible approach to sharing workloads during peak periods.Monitoring contractor SLA’s and KPI’s and identifying major process improvements & deliver cost saving opportunities.Improving procedures & processes.

Lead team to achieve all KPIs taking guidance & direction from IBM management.Drive improvements in customer satisfaction through service excellence.Continually assess and review team operations & performance identifying areas for improvement.Plan team resource to ensure maximum availability & productivity.Provide regular reports to team on their performance, & coach/mentor team to continually improve performance.Maintain process doc & execute management system to ensure business compliance & audit

One stop shop technical support.Quality Control Process. Mentoring / Coaching / Training. Queue Management. Global Service Delivery Process (GSDP) Compliance. Assisting Team Leaders In Day To Day Operational Issues.

• Providing technical support to end users for Via Voice speech recognition software on PC and MAC, for British, American and French customers. Presales information and customer relations handling cases

First level telephone support for the French ITS team. Training of new agents on call entry software. Coaching agents and doing reports on the call entry department. Assisting the implementation of a new project of call entry software (CCMS) and with the creation of the process

International Business Economy Finance Languages Law

International Business Economy Finance Languages Law

International Business Economy Finance Languages Law