For over 10 years, I have been assisting my clients with passion. Curious, I like to learn and understand how things work. This is how I can investigate, analyze and solve their problems in an efficient way.
Starting by writing documentation and answering level 1 and 2 requests, I then became Support level 3, and finally manager of the support team. As I love the operational side of things, I am now a technical lead in the support team.
My current responsibilities include:
Analysis of logs and monitoring tools (Datadog, Grafana, Mixpanel, RabbitMQ...) in order to qualify the bug tickets created
Close relationship with the developers to qualify and prioritize these tickets in the roadmap
Configuration of the team's ticketing tool (Zendesk)
Management of crisis situations in escalation of the team
Management of incident communication
Work on more global processes at the company level (internal communication, collaboration between teams...)
Customer Support Manager
iAdvize
January 2018
to July 2019
Development of treatment processes and monitoring of the team's performances
Professional coaching of 7 people
Collaboration with other teams to foster a pleasant and efficient work
Handling of escalated tickets
Company Description
By combining the best of AI and humans, iAdvize’s conversational platform empowers brands and retailers to elevate their digital experience at scale. The solution has been deployed by over 2,000 brands and retailers (Samsung, Lowe’s, Disney, L’Oreal, Chanel…) to drive online sales, repeat purchases, and cost-savings.
iAdvize is unique in its capacity to deliver at scale rich conversational content with strong emotional value that fuels the brand experience. This content is delivered by a smart mix of in-store associates, brand power users, in-house agents and AI chatbots.
Organization and implementation of internal processes related to the proper functioning of the department
User support and handling of escalation requests in a large technical ecosystem
Design and writing of user documentation
Management of technical partnerships with broadcasters (Amazon, Google, Fnac, etc.)
Management of technical projects in collaboration with the developers
Face-to-face or distance learning trainer
Company Description
Lengow offers a SaaS Feed Management solution designed for e-merchants. It allows the optimization of its product catalog for comparators, affiliation agencies or marketplaces.
Management of self-promotional advertising, AdSense and affiliation: creative briefs, optimizations, reporting, ROI
Company Description
CCM Benchmark is an Internet pure-player whose activity is structured around two poles: the media, with sites for the general public such as Comment ça Marche, l'Internaute or le Journal des femmes, which reach more than 34 million unique visitors each month, and digital marketing, with subsidiaries such as ZBO Media or CCM Performance, which are responsible for helping brands communicate on the Internet.
