Experience

• 

  Genpact

  Sept 2014 - Feb 2017

  • Train new joiners, ensuring that they complete their learning path in a timely manner;• Lead & organize cross training within the assigned team;• Update procedures;• Ensure learning & development opportunities for the team. • Coordinate the global team within a project assigned - supervise a team with members based in different countries by handling calls, reports and query resolution;• Dashboard updates;• Manage credit & collections on an assigned portfolio;• Resolve disputes related to customer payment on delinquent accounts;• Recognize trends for late payments and resolve issues by escalating in due course & reporting. • Deliver soft skills trainings within the company;• Participate in all continuous improvement activities and identify all requirements for curriculum development and enhancement;• Prepare and develop training material based on corporate requirements;• Ensure compliance of corporate standards and procedures in training sessions. • Support HR initiatives within the assigned team;• First point of contact for Training and HR enquiries;• Implement the HR communication calendar;• Coordinate HR projects & initiatives. • Book incoming payments: bank statement, remittance advices;• Process credit notes and refunds;• Manage unapplied cash: unapplied/unidentified payment investigation;• Coordinate query resolution/dispute management: verbal & written communication with the clients, verbal & written communication with related departments (Sales and Billing department);• Solve client enquiries in a professional manner.

  • Process Trainer

    May 2016 - Feb 2017

  • Senior Process Associate | Credit and Collections Specialist

    Apr 2016 - Feb 2017

  • Internal Trainer (Customer Centricity)

    Aug 2015 - Feb 2017

  • HR Catalyst

    Jun 2015 - Jul 2016

  • Process Associate | Credit and Collections Analyst

    Sept 2014 - Mar 2016
• 

  Microsoft

  Mar 2017 - now

  * Coach and mentor Front Line engineers to deliver exceptional customer service: have regular 1:1s with engineers, discuss KPIs and case management topics * Act internally as a customer advocate.* Guide peer team and internal teams to ensure are Empowering, Helping and Advising customers* Focus on readiness and technical triage/training creation and delivery.* Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborates with other Technical Advisors and escalation resources when appropriate.* Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.* Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations with your front line engineer*use SQL queries to retrieve data *Conduct internal projects *I play an active role as an Acting Manager in my current team Show less • Definition and implementation of the support services required to win in the cloud market place;• Resolving customer issues including complex technical scenarios integrating several cloudcapabilities (Azure, SQL Azure, AppFabric, etc.) and scenarios supporting the service such asservice availability, quality, outage management, subscription management, correlation of usageand charges, and cost-efficient solution architecture;• Support delivery, resolving escalated, complex customer issues related to the Azure billingplatform and subscription management to successfully deliver Azure Subscription ManagementSupport against Customer Partner Experience (CPE) and workflow efficiency targets;• Resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Supportecosystem• Conduct interviews for potential new members Show less

  • Technical Advisor | Microsoft Azure Subscription Management

    Nov 2021 - now

  • Senior Support Engineer | Subscription Management French Market

    Sept 2021 - Nov 2022

  • Support Engineer | Subscription Management French Market

    Mar 2017 - Sept 2021