Guy Borremans

Job Description: • Pro-actively managing the customer's service issues, internally and externally, work towards performance improvements on both sides, by being an ambassador and liaison for the customer throughout the internal Verizon Business organisation. • Set up a regular meeting structure with the customer to co-ordinate and evaluate his requirements and expectations. Provide meeting minutes including action lists and decision lists. • Monitor Problem Management, linking recurring incidents to identify the underlying cause, developing and managing comprehensive plans to preclude future occurrence. Key Achievements: • Demonstrated good understanding of customer's business and their service expectations • Established and maintained a long-term business relationship between the customer and Verizon Business, which created customer loyalty, up-selling and cross-selling opportunities • Co-ordinated Global Account Teams to ensure customer satisfaction for Cloud, Security and Network Services provided to major international business customers with a total Annual Revenue above 5 M$ • Set up and enforced the Account governance by means of monthly/quarterly/yearly service reviews. Part of the Executive Reviews • Played an active role in Customer Retention by Devising and coordinating Service Improvement Plans, driving Continual Service Improvement. • Worked successfully in a Global, Offshored and Hybrid Environment • Investigated technical delivery issues and detailed an action plan to prevent re-occurrence • Actively worked on improving financial KPI’s by keeping Aged Debt, Credit notes under the expected ratios • Ensured the correct application of the service clause of the Master Service Agreement and its addenda

Job Description: • Technical interface towards the customer during the sales phase. • Design the solution (LAN, WAN, IP Telephony and Wireless) for the customer. • Select the adequate equipment, manage the pricing. • Prepare the technical offer and present it to the customer together with the account manager. Key Achievements: • Preparation of bespoke technical offers based on customer’s requirements and presentation to the customer with the account manager.