Antoine LE SOMMER

ℹ️ High-level technical execution, architectural diagnostics, and customer deployment steering. 🎯 Key Responsibilities & Achievements: • Management & Care: Operational leadership for 2 direct reports (workload planning, priority management, and technical upskilling). • API Expertise & Onboarding: Guiding complex technical integrations and managing API version migrations for B2B enterprise clients. • Monitoring & Data: Deployed a platform surveillance system to track and identify client API integration anomalies or technical bad practices. • Technical Advising: Deep-diving into client use-cases, delivering advanced integration diagnostics, and providing tailor-made technical recommendations. • Performance & Growth: Rigorous KPI tracking and steering continuous improvement projects (workflows automation, QoS optimization). 🛠️ Tech Stack: REST API, cURL, Postman, Bruno, Webhooks, JS, NodeJs, SQL.

ℹ️ Leading the technical support team, managing tech recruitment, and structuring operational processes in project mode. 🎯 Key Responsibilities & Achievements: • Team Leadership: Global management of the technical support engineering squad, including day-to-day scheduling, conflict arbitration, and task prioritization. • Synergies & Alignment: Resolving complex integration hurdles in close, direct synergy with Solution Engineering, Delivery, and Core Engineering teams. • Care Strategy: Designing and rolling out the corporate technical support strategy (value-add creation, support tier definition, and SLA mapping). • Business & CSM: Proactively identifying account expansion opportunities (upsell/cross-sell) in tight alignment with Customer Success Managers. • Process Overhaul: Mapping existing workflows, redesigning inter-departmental data flows, and implementing technical and operational solutions. • Recruitment & Onboarding: Spearheading the tech hiring pipeline (screening, initial technical interviews, designing and grading case studies, and cultural fit evaluation). • Mentorship: Managing onboarding tracks for new hires and mentoring tech apprentices (university relations, dedicated roadmap building). 🛠️ Tech Stack: REST API, cURL, Postman, Bruno, Webhooks, JS, NodeJs, SQL.

ℹ️ Operational management of B2B technical support and product performance optimization. 🎯 Key Responsibilities & Achievements: • Performance & ROI: Achieved a historical 30% reduction in low-value incoming support tickets by reviewing client API integrations, upgrading technical documentation, deploying Zendesk automations, and running customer training. • Ops & Diagnostics: Handling daily technical queries, isolating, and troubleshooting advanced client integration bugs (Tier 2/3). • Cross-Functional Alignment: Identifying technical integration blockers and collaborating continuously with Solution Engineering, Delivery, and CSM squads. • Process & Care: Actively participating in building the care framework and modeling cross-departmental communication flows. 🛠️ Stack technique : API REST, cURL, Postman, Bruno, Webhooks, JS, Nodejs, SQL.

ℹ️ Financial portfolio management, credit underwriting, and B2B partner account management. 🎯 Key Responsibilities & Achievements: • B2B Business Relations: Actively managing, monitoring, and expanding the pipeline of loan originations with a regional network of mortgage brokers. • Risk Analysis: Running detailed financial audits, solvency evaluations, and assembling complex lending structures (real estate and consumer credit).

ℹ️ Financial portfolio management, loan underwriting, and B2B partner account management. 🎯 Key Responsibilities & Achievements: • Executing daily banking solutions, liquid savings optimization, and stock market investments advice (Life Insurance portfolios). • Project Contribution: Gathering customer inputs and pain points to capitalize internal product knowledge.

ℹ️ Handling, investigating, and resolving Tier 2 and Tier 3 complex claims for ING internal call centers and external BPO vendors. 🎯 Key Responsibilities & Achievements : • Customer Care & Crisis Management: Managing high-priority or sensitive escalations to protect retention rates. • Coordinating technical and financial investigations with B2B partners to settle disputes.

ℹ️ Operational supervision and commercial performance optimization of high-traffic retail units. 🎯 Key Responsibilities & Achievements: • Team Leadership: Leading, scheduling, and providing on-the-field training for operational crews of 30 to 40 cast members. • Guest Excellence: Enforcing strict Disney customer service quality standards and resolving advanced customer disputes. • Financial Operations & Compliance: Managing complex financial streams (point-of-sale closing procedures, store vault management, fund drops) and supply chain tracking. • Internal Projects: Spearheading local sales booster campaigns for the stationary category.

ℹ️ Consultative selling, point-of-sale maintenance, and floor stock management in a fast-paced environment. 🎯 Key Responsibilities & Achievements: • Guest Excellence: Consistently delivering premium guest service and handling local complaints in an international environment. • Financial Operations: Following strict cash-handling compliance and cash register auditing. • Internal Projects: Initiating and leading a localized sales push for a declining item category (Disney Light Ears).