Technical Writer

Account management for HPE Enterprise Customers.

My
role to introduce myself to the customer and show them that I can help
with the experience at HPE Support. The goal being building a long-term
relationship to get to know the best the customer to become more and
more efficient. There are many different departments within HPE Support,
and I'm here to link and use the right ressources to help the most
efficiently the customer.

I'm the first point of contact when it
comes to emerging issue, and I'm here to assist the customer respecting
the HPE processes.

Skills : time-management, account management,
empathy, reactiveness, adaptability, efficiency, networking, writing
and communication skills in general, reporting, microsoft Office
(Outlook, Word, Excel, OneNote, Powerpoint).

Customer Service Agent.

My role
was multitask. Email, chat and phone, I was here to answer the best to
the customer who were calling the customer service. It was mostly
questions on betting rules or on validation of accounts.
I was working closely with Fraud department and bookmakers to settle some bets.

I learnt much in betting world, and also on a juridic side, France being very strict about the legislation on betting business.
Skills : Multitask, flexibility, writing skills, adaptation, patience, empathy, analyzing, reactive and self discipline.

Technical phone support the first year :
Supporting French and English-speaking customers. Skills : Multitask,
patience, empathy, adaptability on processes and internal changes.

From
June 2013: Promoted : Took part of the new project for chat support
department on the French market : chat flow building in collaboration
with colleagues, procedures set up from adapting the previous rules.
Dealing with two customers at the same time meeting the business
targets, supporting customers with screen sharing, email help articles
to support the customer the best way possible. Phone support overtime.
Test
phase : processes, tools, reported bugs, elaborated a new communication
for the customer to be as efficient as the phone communication. This
department became definitive thanks to the success of the chat teams I
was belonging to.

Skills: Multitask, Writing skills, empathy, reactive, flexibility.

From
November 2013 : I was chosen for supporting Mac customers through chat
and phone, in english and french, in addition of supporting iOS
customers. Was helping out during peak periods when needed. Same skills
than before, with computer hardware and software skills on Mac, the
troubleshoot needed more logic and organisation.

Student-job: Sundays early mornings.
Selling bakery products and pastries, cashier skills, fast-paced work at
peak hours and during peak periods (Easter, Christmas mainly).
Cleaning the shop after closing it. Helped out for extra hours when needed.

Internship in the context of my
studies, it was more a observation internship and "first contact" with
the professional environment.
I learnt much about marketing, merchandising, and also processes of quality and fabrication.
The product was chic lingerie. The company has 155 company in France.
After
achieving my internship with success, I was asked to work as extra in
two shops from time to time (replacement of sick leave, sales time), and
my work was very much appreciated.

Skills : welcoming customers,
working on targets, empathy, adapting the offer to the customer,
promoting the sales operations, keep the shop cleaned and tidy, work
under pressure during peak periods (sales).

Summer job.
I worked in teams in corn fields. Outside job.