Katy F.

AGILE COACH

563 euro
Freelancer
5 years
Bruges, BELGIUM

My experience

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BNP Paribas FortisMay 2018 - Present

Agile Transformation Facilitator.
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CapgeminiJune 2010 - March 2011

Customer Service Advisor.
- Undertaking initial diagnostics of incidents using the available tools.
- Using the existing procedures / work instructions in order to solve tickets on initial contact.
- Basic troubleshooting of issues related to Active Directory, SAP or Windows.
- Accurately recording and classifying all incoming incidents according to the appropriate priority.
- Categorizing and summarizing incident details or error messages.
- Recording all the mandatory information during the first contact.
- Assigning the tickets to the proper teams as per work instructions.
- Achieving or exceeding the service level when responding to all incoming incidents.
- Accurately handing off incidents to other resolving teams.

My stack

Windows, Time Management, Team management, Service Desk, SAP, Resource Management, Quality Management, Project Management, MS Excel, Lotus Notes, Lean, Leadership, Customer relationship management, Communication, Coaching, Agile, Active Directory