Jean Nida

- Coordinate delivery of IT solutions (software, APIs, client portals) between technical teams and business stakeholders. - Plan and manage Agile sprints, monitor project roadmaps, and ensure on-time, quality delivery. - Support continuous improvement of digital processes and service reliability. Key projects: - Deployment of WhatsApp chatbots integrated with the company CRM. - Launch of an online client subscription portal. - API integration for automated marketing campaigns.

- Delivered technical and customer support for TotalEnergies clients in electricity and gas services. - Assisted with billing inquiries, service activation, and troubleshooting while ensuring strict compliance with company procedures. - Contributed to process improvement initiatives that reduced resolution time and improved overall customer experience. - Collaborated closely with peers and supervisors to strengthen the team’s technical knowledge base.

- Provided customer support for Zalando, a leading European e-commerce platform, assisting clients across multiple countries. - Delivered post-purchase guidance and handled inquiries related to orders, returns, and product information. - Strengthened customer loyalty through personalized assistance and effective communication. - Supported knowledge sharing and onboarding of new team members to maintain high-quality service standards.

- Delivered Level 1 and Level 2 technical support for SFR customers, specializing in ADSL and broadband connectivity. - Diagnosed and resolved complex network incidents such as loss of synchronization, low bandwidth, unstable Wi-Fi, and internal wiring issues. - Provided remote configuration assistance for routers and modems, ensuring stable and secure internet access. - Performed in-depth troubleshooting and line testing, including DSLAM verification and escalation to the Network Operations Center (NOC) for advanced cases. - Coordinated on-site technical interventions with field technicians, ensuring proper follow-up and resolution tracking. - Maintained detailed and accurate incident documentation in internal CRM and service management systems. - Translated complex technical concepts into clear explanations for non-technical users, ensuring high customer satisfaction. - Contributed to continuous improvement initiatives by reporting recurring issues and enhancing diagnostic scripts and procedures.