Abdelrani Bellal

– Implementation projects: • Demonstrating and explaining products, methods, or services in order to persuade customers to purchase products or utilize services • Providing product information, using lectures, films, charts, and/or slide shows • Developing specific goals and plans to prioritize, organize, and accomplish implementation • Making sure that the quality standards and all the aims of the project are met • Keeping track of progress • Providing configuration support on the SuccessFactors product line • Providing training workshops to internal and external parties

– Business Analyst for bioMérieux : • Understand Business needs and define solutions • Identify opportunities for improvement • Manage interfaces with third party applications • Implement interfaces changes • Coordinate teams for improvements and maintainance • Writing technical specifications • Document improvement accordingly to internal processes • Support end users and key users • Implementation of new process in projects

– Providing guidance and assistance to front line team members – Mentoring new hires (introduction to products and tools, setting-up of accesses to different systems, assisting new hires with registering for training, smooth onboarding) – Documenting issues and defects in our bug tracking tool in a CRM to allow seamless escalation to next level escalation as needed system – Researching solutions and providing customers solid user-friendly explanations, answers easily understood by customers (screenshots detailing solutions, webmeetings) – Taking inbound customer calls and email inquiries, analyzing the problem (troubleshooting in French or English) – Working with more senior staff and management members to handle difficult issues (by inviting the Product Management Team and our customers to webmeetings) – Acting as the Duty Manager to monitor high priority tickets – Training teammates in Duty Manager responsibilities – Handling difficult situations in a professional manner – Acting as a Special Support Advocate for critical accounts (weekly meetings with customers, following-up existing tickets, defining expectations, acting as an ambassador for our customer, triggering actions from different teams, liaising with Managers weekly) – Endorsing Escalation Manager role (by following the Escalation Process) – Posting technical solutions to be posted to internal and external knowledge bases – Identifying, confirming and reporting bugs, escalating to product management for confirmation (through regular webinars, or via the Global Customer Experience Team) – Acting as a liaison between our Product Management and Engineering teams – Processing improvement suggestions, new troubleshooting tips and other actions that involve improving our product