Albert AZIZ

Experience

• 

  Université de Haute-Alsace Mulhouse-Colmar

  Feb 2016 - Jun 2016

  Engineering Trainee

  Internship at Université de haute alsace (UHA)’s laboratories, to obtain master degree in Mechanical and fiber science.

• 

  Orange Business

  Aug 2016 - now

  · Responsible for the L1 Voice Operation team and for the delivery of theoverall operational metrics & targets.· Ensure delivery of business KPIs targets including day to day servicelevels, customer experience and quality measures.· Responsible for the development of the operational talent pool byoptimising the skills of the existing team.· To have a well-defined Communication and Engagement model in place toensure all teams understand the performance of the business .· Design and implement required strategies to ensure customersatisfaction, continuous service improvement and operational efficiency· Identify and forecast impacts and underlying causes for customersatisfaction proposing, developing & implementing appropriate actions· Represent the operations entities at required meetings with customersand/or vendors for service reviews and to improve customer experience· Manage and support Business Continuity Plans to ensure operationalavailability and readiness in the event of a crisis Show less • Act as the technical point of reference and mentor for the team• Share experience and knowledge within the team• Provide day-to-day guidance and coaching• Guide the newcomers through their induction phase• Technical knowledge and skills enhancement• Create, validate and update technical documents• Responsible for training delivery program (coaching and delivery)• Facilitating and leading technical forms for the team• Responsible for new customers’ and offers handover to operation• Responsible for autonomy improvement• Act as a POC (Point of contact) for technical management and experts Show less Voice technical support engineer at Orange Business services (firstpoint of customer contact & operation team (ex: Google, HP, Caterpillar, Mercedes Benz,Microsoft …) and SPOC (Single Point Of Contact) for Google.- Provide technical point of contact for customers’ incidents.- Own the resolution responsibility of the reported customer incidents either solely or with thehelp/intervention of other teams.- Diagnose fault-related incidents by effectively utilizing software diagnostics and othernetwork/product utility programs.- Document all troubleshooting and incident management actions via the electronic incidentmanagement system in a timely manner.- Perform technical escalations to different Problem Management teams in line with companyprocedure and case/incident excellence.- Perform and own technical management escalations in line with company procedure and caseexcellence policy.- Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO)when applicable and to note it in detail and gain agreement to incident closure by customer orService desk representative Show less

  • Customer Service Manager

    Dec 2024 - now

  • Senior Incident & Process Manager

    May 2023 - Dec 2024

  • Senior Operations Manager

    Nov 2020 - May 2023

  • Voice L1 technical support Experience Team Lead

    Mar 2018 - Nov 2020

  • Voice technical support engineer

    Aug 2016 - Feb 2018