Support professional focusing on customer satisfaction.
Mes compétences :
computer
SAP
Support
Entreprises
Sap
- Senior Developer
Paris2017 - maintenantmember of the S4 HANA Cloud safeguarding team
SAP
- Senior Project Consultant - Service & Support
Paris2013 - maintenantI am Customer Support Manager for Preferred Care Acoount for SAP Business By design and SAP Cloud for Customer (2 of SAP Clouds solutions)
SAP Ireland Ltd
- Senior Cloud Support Engineer
2012 - 2013SAP Cloud Support is responsible for all the on demand products of the SAP portfolio including SAP Cloud for Customer, SAP Cloud for Travel and Expenses and SAP Business ByDesign.
As a Senior Cloud Support Engineer, I am mainly involved in escalation handling acting as an Escalation Manager. my tasks also include escalation process design and implementation and substitute when required the escalation team lead. In parallel I still occasionally process specific Financials issues.
SAP Ireland LTD
- Expert Support Consultant
2006 - 2012SAP Business ByDesign is the complete SaaS business solution available on demand from SAP. As an Expert Support, I have been involved in this project from the beginning, taking part in the initial setup of SAP Business ByDesign support organisation and process designing. my main task is to provide world class customer assistance at expert support level focusing on Financials.
CLIENTLOGIC
- Technical support Analyst
2005 - 2006Technical support Analyst providing 1st and 2nd level email, phone and chat support to end users regarding IT and PC issues on the French and UK market. Working closely and assisting the Escalation Team. Providing in-house training to the newcomers. Dealing with industry standards in regards to hardware, software and network administration. Maintaining a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services. Working as part of a team to consistently achieve team targets and objectives such as call monitoring, SL, AHT etc. within the guidelines of COPC.
AMERICAN POWER CONVERSION CORPORATION (APC)
- Technical support Representative
2004 - 2005Technical support Representative providing efficient and accurate technical support for solving Business client queries on APC products hardware and software (UPSs and Powerchute family software) and answering in an timely manner customers’ requests. Logging Inbound and Outbound calls on the company track system, dealing with web ticketing escalating the query if required to the AST and taking part in the proactive service assistance of Remote Monitoring System, all as part of a team to achieve personal and team KPIs.. Constantly provide feedback on improvement opportunities and training requirements to the Team Supervisor. Remaining up-to-date with new product and company developments.
CLIENTLOGIC
- Technical support Analyst
2003 - 2004Technical support Analyst responsible for solving Business Clients queries concerning all of the Clients Products efficiently and accurately, and in a professional manner while observing schedules. Providing feedback where appropriate to Business Sales and Client relations over Client issues. Proactively assist in identifying and rectifying technical issues with Senior Technicians. Support other TS lines, such as Major accounts & Consumer when required. Identify and record all customer issues and provide troubleshooting aids to assist colleagues in solving problems for the future through close co-operation with the Tech. Using own initiative to research technical solutions in client specific information databases, archived mails and the Internet where applicable. Working as part of a team to consistently achieve team targets and objectives such as call monitoring, SL, AHT etc. within the guidelines of COPC.
KEL’INFORMATIQUE
- Technical Support Representative
2000 - 2003Technical Support Representative providing support on software edited by the society and on PC and network’s issues. My task was involved handling support inbound calls via email and phone requiring troubleshooting and if necessary by remotely supporting customers by establishing remote sessions via PC Anywhere to troubleshoot remotely issues at hand.
Galatasaray University
- Lecturer
1996 - 1998Teaching Economy and Business Management to Turkish students in a French speaking university.
Member of 2 research clubs in Economy, Involvement in various project inclusing seminars organisation about the Place of the Economic information in todays Economy and Rencontere Professionnelle aiming to facilitate the introduction of student in the working world.
Formations
Université Aix Marseille 3 Paul Cezanne (Aix En Provence)
Aix En Provence1995 - 1996DESS strategies Industrielles et commerciales internationales
DESS strategies Industrielles et commerciales internationales:
International Competitiveness, International Finance, Bench Marking, EU Regulation, International Trade Regulation, and real time Case studies.
