Flore Meric

Experience

• 

  Angie

  Nov 2005 - Oct 2006

  Programming for newsletters and event websites:- Integration: HTML, CSS, JavaScript, Flash, SPIP- Writing and integrating content for the MSN help section- Creating graphics in Photoshop - Integration of content for the MSN France portal and MSN Today- HTML integration of newsletters- Writing headlines- Client communication for the improvement of the integration tool

  • Production Assistant

    Mar 2006 - Oct 2006

  • Content Publisher

    Nov 2005 - Mar 2006
• 

  CE Lignes Air France

  Oct 2006 - Sept 2011

  Webmaster

  Assistance to Internet Users (employees and retirees):• Writing emails, hotline support• Handling disputes and order cancellations• Technical support (using the browser and various sites of the Works Council)Support to Providers:• Writing user manuals for the websites• Technical assistance• Training on tools used by the Works CouncilProgramming:• HTML and CSS integration for the Works Council email templates• Creating statistical files using macros and SQL queries• Creating reminder letters (PDF) in PHP and HTMLAccounting:• Invoice verification• Reconciling bank accounts with orders placed on the sitesGraphic Design:• Creating the graphic design of the Works Council emails• Designing informational visuals for plasma screensOther:• User acceptance testing on site updates and new projects• Editorial updates of the institutional website Show less

• 

  Equativ

  Oct 2011 - now

  Project Management- Leading automation projects, primarily on Salesforce and JIRA (with or without partners), as well as on internal tools/APIs, from design to production.- Gathering and analyzing feedback from internal teams on tool usage: identifying bottlenecks, gathering expectations for improvement, etc.- Seeking solutions aligned with the needs of internal teams while respecting the company's objectives and the interests of the clients.- Project management primarily for the Customer Support team, but also for other teams (INFRA, Finance, HR).Problem Management Process (ITIL)- Supervising the application of the process: tracking identified bugs, their handling by the Support and Product/R&D teams, ensuring resolution OLAs are met, updating tickets in the backlog, and client communication.- Operational management of a team of 25 people within this process.- Monitoring and analyzing performance indicators.- Continuously improving the process for the Support and Product/R&D teams. Show less - Operational management of a team of 3 people.- Leading the migration of the ticketing tool (from Zendesk to Service Cloud), including the creation of the support interface and the implementation of workflows to automate certain tasks (sending satisfaction surveys, automated emails, etc.).- Acting as the liaison between technical support and R&D teams.- Conducting in-depth technical analyses of incidents reported by support.- Coordinating communication with service teams and clients in the event of technical incidents.- Developing documentation and training for service teams. Show less - Executing projects aimed at reducing the number of customer tickets and increasing the efficiency of the support team.- Managing the migration of the ticketing tool (from Zendesk to Service Cloud), including the creation of the support interface and workflows to automate certain tasks (sending satisfaction surveys, automated emails, etc.).- Providing support to clients (agencies and advertising networks) in both French and English on mobile and web platforms: • Technical assistance via email and phone on using the interface, integrating advertising tags into websites or applications, debugging HTML5 creatives, etc. • Training clients on the interface.- Escalating incidents to the technical team: • Testing and drafting detailed incident reports. • Determining the severity of incidents.-Programming: • Developing testing tools for the company (HTML, JavaScript, CSS). • Using SQL databases. Show less - Executing projects aimed at reducing the number of customer tickets and increasing the efficiency of the support team.- Managing the migration of the ticketing tool (from Zendesk to Service Cloud), including the creation of the support interface and workflows to automate certain tasks (sending satisfaction surveys, automated emails, etc.).- Providing support to clients (agencies and advertising networks) in both French and English on mobile and web platforms: • Technical assistance via email and phone on using the interface, integrating advertising tags into websites or applications, debugging HTML5 creatives, etc. • Training clients on the interface.- Escalating incidents to the technical team: • Testing and drafting detailed incident reports. • Determining the severity of incidents.- Programming: • Developing testing tools for the company (HTML, JavaScript, CSS). • Using SQL databases. Show less

  • Engineering Program Manager

    Jan 2025 - now

  • Project & Problem Manager

    Jan 2020 - Jan 2025

  • Solutions Engineer Team Lead

    Oct 2017 - Jan 2020

  • Senior Technical Support Engineer

    Jan 2015 - Oct 2017

  • Technical Support Engineer

    Oct 2011 - Jan 2015