paul maillard

* ►Customer Care Second Level Technical Support for Amen.FR registrar. * Level 2 support by ticket * Provide a solution by ticket to customers * Provide outgoing call solution to customers if needed * Manage a quota of tickets based on different KPIs * Supervisor of the Customer Care Team * Produce manuals and documents to agilize work * Provide training to Level 1 and Level 2 agents * Direct contact with level 3 exclusively in English * Proactive to propose new products / solutions / processes * Supervise a team of 3 technicians

* ►Second Level Technical Support for Boehringer Ingelheim on behalf of Ambit BST. * Level 2 support for Boehringer Ingelheim Infrastructure's users * Troubleshoot and provide a solution to users by tickets and calls * Providing support in English, French and Spanish * One BI Client Standard Application (Win 10-7, VDI, MSOffice, Acrobat, Citrix, Java) * Infrastructure Applications (Lync, Exchange, AD, MyShop, etc) * Queue monitoring, according to SLAs and Prios * Office 2016 Subject Matter Expert (SME) * Knowledge Base Articles * Create / Update / Review KBs for 1st Level End-User-Support * Others tasks : * Triaging Shifts : Classification and correct routing of incoming incidents where no knowledge in 1st level or other Support Teams is available. * Perform training session for 1st level or other colleagues in the team

* ►Customer Care First Level Technical Support for Amen.FR registrar. * First Level Support * Fault resolution Phone Support * Second Level Support * Fault resolution Ticket Support * Team Leader Assistant * Team Management (Planning, KPI) * Internal documentation (Process, templates)

* ►Project and Community Manager for the OpayaGroup marketing agency. * Project Manager for the PlayStation / C-lefoot.fr Football Contest (creation of a mini website, daily contact with the developer, creation of a Facebook APP) * Community Management for PlayStation / C-lefoot.fr Football Contest (Facebook, support, forums, blogs) * Community Management for Innovez, Buzzez, Gagnez (Facebook, YouTube, influencers) * Clients / Projects : Carrefour, PlayStation

* ►Community Manager for Many Players browser games. * Development of a gamers community (Facebook, Twitter, forums, contests) * Digital communication and PR (news, emailing, press releases, contact with influencers) * Quality assurance * Clients / Browser games project : Disney (Pirates of the Caribbean), Virtual Regatta (Sailing), Race My Day (Le Mans 24 Hours), Cycling Leader (Tour de France)

* ►Customer Care PhoneSupport Team Leader for Amen.FR registrar * Team Leader of a +15 people team * Single point of contact between managers and different departments * In charge of the follow up and the achievement of the different KPIs * Quality control monitoring manager * Manage the team (planning, shift, replacement, breaks, holidays, ...) * Documentation * Training of the new agents * Ongoing training of agents already working * Job interviews supervision and staff selection * Level 1 and Level 2 support by phone and ticket