Edouard Pichonnier
Lead Customer Operations
Salaire / Taux journalier
64400 Oloron-Sainte-Marie, France
Freelance, ouvert au CDI
Expertises
Expérience de travail
Lead Customer Business Operations
iApps Technologies GmbH
juil. 2022 - Présent
4 ans 4 mois
• Built and led a 24x7 global remote technical support function, reducing response time by 35% and maintaining 99% SLA compliance. • Implemented DevOps automation pipelines to improve system reliability and deployment speed. • Created performance dashboards to track agent metrics and customer satisfaction. • Collaborated with engineering teams for Root Cause Analysis (RCA) and continuous service improvement.
VP of Customer Support
Trilogy
oct. 2021 - janv. 2022
4 mois
• Conducted comprehensive performance analyses across 10+ product support teams, identifying KPI misalignments and process inefficiencies. • Defined and executed strategic improvement initiatives that increased CSAT and NPS scores.
Team Lead
Cognizant
déc. 2019 - déc. 2021
2 ans 1 mois
Cracow, Lesser Poland District, Poland
• Managed 18 multilingual agents (French, Spanish, Russian) in the Google Ads Creative Team. • Improved productivity by 15% through workflow optimization and automation tools. • Delivered mentorship and coaching sessions to elevate team quality performance and engagement. • Ensured SLA achievement through proactive workload management and cross-vendor collaboration.
Application Production Support Specialist
HSBC
juin 2018 - déc. 2019
1 an 7 mois
Cracow, Lesser Poland District, Poland
• Provided L1 and L2 support for over 30 business-critical applications. • Managed incidents, problems, and changes in coordination with global IT teams. • Conducted monitoring of servers and networks, ensuring uptime and compliance. • Trained and mentored new support hires.
HCL Technologies
sept. 2016 - janv. 2018
1 an 5 mois
Cracovie, Pologne
Team Lead
sept. 2017 - janv. 2018
5 mois
Cracovie, Pologne
• Led the Service Request Management Team, overseeing daily support operations. • Conducted training sessions for Service Desk and Request Management teams. • Implemented operational reporting within HP Service Manager, improving visibility of service metrics.
IT Specialist
sept. 2016 - août 2017
1 an
Cracovie, Pologne
• Delivered L1 technical support for Dell EMC via calls, chats, and email in French, Spanish, and English. • Authored daily activity reports and trained new team members on ServiceNow and SLA management.
Field Technician
Groupe Interway
août 2015 - oct. 2015
3 mois
13127 Vitrolles, France
• Performed hardware upgrades across Damart retail stores in Western France, including servers, switches, and checkout systems.
IT Specialist
Ministère des Affaires étrangères et du Développement international
févr. 2013 - mars 2015
2 ans 2 mois
• Provided IT support for 15 embassies across Central and South America and the Caribbean. • Managed Wi-Fi and firewall setups, ensuring secure and reliable connectivity. • Delivered Level 2 support and conducted on-site interventions for diplomatic missions.