Philippe Brunaud

( 12 Yrs Experience in the Telecomunication Market)

My current position aim to:

Proactively develop and follow a clear service and support strategy for the dedicated Global customers and set customer expectations regarding applicable support procedures.

Attend sales channel and other internal departmental meetings on a regular basis to educate and deliver customer ethos.

Monitor customer survey escalations mails related to his accounts and make sure actions are taken, also take a leadership role for all service related issues.( e.i communication with the Assurance Manager).

Ensure customer files and database records are regularly validated and maintained with correct information by the appropriate teams.
Make sure customer specific agreements are implemented as defined in the Service Management Handbook.

Proactively visit and interact with customer, to understand his business requirements and expectations.

Manage Monthly Service Review meetings with the customer and account team, to co-ordinate and evaluate his requirements, provide meeting minutes including action lists and decision lists, and follow up on actions.

Provide Reason For Outage reporting on catastrophic outage events.

Prepare monthly standard network performance reports for the customers .

Monitor Problem Management: linking recurring incidents to identify the underlying cause, developing and managing comprehensive plans to preclude future occurrence.