Laurent Gaye

Experience

• 

  BT - Global Services

  Oct 2014 - Mar 2018

  Customer Service Manager

  - Develop, maintain and improve the customer relationship for strategically important customers, with regular reviews at a peer level. - Deliver contractual SLA performance, resolve customer contractual issues and continually improve customer satisfaction.- Capitalise on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business base. - Possess an in-depth working knowledge of the customer’s business and understand the competition environment.- Create and drive change within the business via service improvement and cost reduction plans. - Provide stakeholder management within BT, customer and/or third party supplier’s organisations. - Creates value, act as a trusted advisor, manage expectations and can negotiate mutually beneficial outcomes and resolve conflict.- Own and resolve escalations within BT, customer and/or third party.- Manage virtual teams of experts/specialists.- Support sales activities such as bids, by assisting in setting SLA’s for new contracts and by providing service information as required. Show less

• 

  Eutelsat

  Mar 2018 - now

  As a part of Eutelsat, Konnect Africa is a fast-growing start-up company focused on offering satellite broadband connectivity to African countries and I am managing Customer Service Management to support effectively its growth.Helped by the technical expert team and the key account managers, I am reporting directly to the COO and my responsibilities are :- Work as the Single Point Of Contact (SPOC) for the Konnect Africa partners/clients after signing to provide help , information about Konnect Africa’s organization and advices about products and services to enhance their use.- Coordinate all the entities of the Eutelsat group that are involved in the set-up, the delivery and the Maintenance & Operations of the customer service portfolio- Ensure training sessions on Terminal installation and OSS/BSS (Customer Care/Billing/Trouble Ticketing/Reporting/etc.) for the Konnect Africa partners/clients- Organize investigations and problem-solving actions to help the customers and communicate proactively with them- Organize and track the shipment of End-User Terminals for customers/partners with the support of the Konnect Africa Logistics Manager- Provide a detailed reporting every month to the customers (on Service Availability, Trouble Shooting, Performance indicators,…)- Coordinate the Konnect Africa and Eutelsat teams to put in place a specific technical service design, or IT systems interconnection for example.- Assist the finance and sales departments to answer their questions concerning the customers for whom I act as the Single Point Of Contact (SPOC) Show less

  • Product Manager

    Nov 2022 - now

  • Product Market Fit Owner

    Feb 2021 - now

  • Senior Customer Service Manager

    Mar 2018 - Oct 2021