Ingénieur Microsoft Enterprise Systems

• Developing architectural blueprints for Microsoft 365 solutions to meet business requirements and align with strategic goals.

• This encompasses services like SharePoint, Teams, Power Platform, Exchange Online, Teams and OneDrive.

• Led the quality and customer experience department and implemented continues improvement projects that led to 40%+ improvement in quality testing and quality monitoring efficiency and accuracy.

• Designed and implemented a Voice of the Customer (VoC) program that captured and analyzed customer feedback, leading to the introduction of 15 major service enhancements aligned with customer needs.

• Launched a comprehensive training program focused on quality and customer empathy, increasing customer satisfaction ratings by 35% and reducing staff turnover by 5%.

• Expanded customer service capabilities to include social media and live chat support, increasing customer engagement by 22% and reducing email volume by 10%

• Launched an employee recognition program that correlated with a 12% increase in staff satisfaction.

• Reduced the average customer complaint resolution time by 33% by optimizing internal processes and enhancing collaboration between departments.

• Developed and rolled out a comprehensive training program for new hires that reduced training period by 7% while increasing trainee performance scores by 5%

• Implemented a robust quality assurance framework that improved service quality scores by 25% within the first year of deployment.

• Initiated a performance improvement plan that led to a 42% reduction in average handle time for customer inquiries without compromising quality.

Key Responsibilities:

Manages 20+ enterprise accounts Handles technical implementations worth €100K-€500K Maintains 99.9% network uptime Covers 10-12 product lines Main Metrics:

95% customer satisfaction 8-hour issue resolution time €1M-€5M revenue support 90% customer retention