Description

Manager Support Technique orienté résultats, avec plus de 10 ans d'expérience à la tête d'équipes multilingues en télétravail, réparties sur plusieurs sites. Expertise avérée dans les opérations de support 24/7, l'optimisation des SLA et l'automatisation DevOps. Compétent pour aligner la stratégie de support avec les objectifs métier, améliorer la satisfaction client et piloter la performance grâce au coaching orienté données et à l'amélioration continue des processus. Habitué à collaborer avec des équipes transverses pour délivrer des solutions évolutives et fiables.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

iApps Technologies
Lead Technical Support & DevOps
July 2022 - Today (3 years and 11 months)
• • Built and led a 24x7 global remote technical support function, reducing response time by 35% and maintaining 99% SLA compliance .
• • Implemented DevOps automation pipelines to improve system reliability and deployment speed.
• • Created performance dashboards to track agent metrics and customer satisfaction.
• • Collaborated with engineering teams for Root Cause Analysis (RCA) and continuous service improvement.
Trilogy
VP of Customer Support
October 2021 - January 2022 (3 months)
• • Conducted comprehensive performance analyses across 10+ product support teams , identifying KPI misalignments and process inefficiencies.
• • Defined and executed strategic improvement initiatives that increased CSAT and NPS scores.
Cognizant
Team Leader
March 2021 - September 2021 (6 months)
Cracovie, Poland
• • Managed 18 multilingual agents (French, Spanish, Russian) in the Google Ads Creative Team.
• • Improved productivity by 15% through workflow optimization and automation tools.
• • Delivered mentorship and coaching sessions to elevate team quality performance and engagement.
• • Ensured SLA achievement through proactive workload management and cross-vendor collaboration.