Ameni Taouai

I lead the customer support planning, proactive service delivery, and issue resolution for key enterprise accounts in the Benelux region. My role bridges people, process, and technology to ensure a seamless experience and measurable outcomes for our clients. - Recognized as Top Performer (FY24) and Experience Maker (Q2’24) - Built strong relationships with customers and internal teams to align support strategy with business needs - Mentored new joiners and led internal improvement initiatives to enhance team performance and delivery - Applied ITIL-based practices to manage escalations, risks, and continuous service improvement

Led, as a process owner, a strategic project to assess and establish a baseline for the technical skills of key customer-facing roles at HPE. - Collaborated with management to define KPIs and readiness indicators - Built dashboards using Power BI to visualize skill gaps and strengths - Contributed to learning and development strategy by identifying key technical competencies - Drove alignment between upskilling initiatives and cloud transformation objectives

Delivered remote hardware diagnostics and technical support for enterprise customers, ensuring fast issue resolution and consistent service quality. Worked with diverse teams and clients across regions to maintain high satisfaction levels. - Resolved server hardware issues through remote troubleshooting and collaboration with engineering teams - Supported customers from various countries with tailored technical solutions - Contributed to knowledge sharing and internal process improvements