Alain Heggerick

Experience

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  Scarlet (Unisource)

  Sept 1998 - Jan 2001

  Technical Customer Support Engineer

  • First contact between customer and network management• Responsible for technical problem solving• Working in a 24h/24h team• Maintain an optimal customer contact via proactive intervention• Escalation within the organisation

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  KPN

  Jan 2001 - Jan 2002

  Helpdesk Supervisor

  • Supervising, coaching and motivating of 20 helpdesk engineers• Follow up of network problems, escalation to higher level• Respect of Service Level agreements with customers• Reporting to Helpdesk Manager

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  Scarlet

  Jan 2002 - Jan 2007

  Planned Works Coordinator

  • Responsible for the coordination of all planned maintenances in the Scarlet network.• Minimalize customer impact• Process owner of maintenance proces • Inform all concerned internal and external parties• Monitoring and reporting • Member of thinktank to facilitate fusion of three companies (Netnet, Tiscali, Planet Internet)

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  Oracle

  Jan 2007 - Nov 2015

  Support Account Manager

  The SAM leads Oracle’s Customer Services’ strategies and activities for his/her named accounts across the globe and across the whole Oracle product range, working throughout as a key member of the core Account Team. SAM key responsibilities include: * Protect and Grow Revenue (for both services and products) * Increase Customer Satisfaction and Referenceability (success) * Identify and Mitigate Risk With regard to the key responsibilities a SAM covers three main areas: Account Management * Acting as Customer’s advocacy and trusted person * Knowledge of Customer’s enterprise and needs * Account planning including proactive customer lifecycle planning * Regular service reviews and alignment * Ongoing demonstrations of the value of Customer Services * Coordination and networking between Customer, Oracle Account Team and Oracle partners Situation Management * Critical and executive support escalations * Business issue management * Support contracts and additional services * Resource coordination for Situation Management Services Management * Assisting customer to ensure implementations / systems are supportable according to Oracle’s best practices * Ensure customer is using our knowledge base, on-line services such as MetaLink effectively * Proactive recommendations and support tools adoption Show less

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  RUFIE events

  Apr 2014 - now

  Owner

  Specialized in car related events worldwide for corporate and leisure groups.Offered Services :* Luxury travel for car enthusiasts* Corporate incentives related to cars.* High end meetings in special venues* Venue finding More info : www.rufie.be

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  Delaware BeLux

  Mar 2017 - Nov 2017

  Operations Coordinator

  Key-user for implementation new ticketing-system OmnitrackerContributed to Quantify and Lower Mean Time to Restore ServiceSecured Governance of Support Dispatching Support ticketsEscalation Management

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  Atlas Copco

  Mar 2019 - now

  • Purchase & Logistics MultiAir Belux

    Mar 2021 - now

  • Internal Sales Advisor

    Mar 2019 - Mar 2021