About Aurelien
Dynamic and results-driven professional with extensive experience in developing customer relationships with a keen focus on promoting retention and loyalty across various sectors. Proven success at providing insights on client-to-business interactions, improving customer experience through product support, and handle customer complaints and requests. Known for being a point person for “getting things done” utilising strong problem solving, organizational, and project coordination skills. Articulate communicator with exceptional interpersonal expertise and fluency in French and English; foster and fortify productive relationships with clients, staff members, and senior management
French
Native or bilingual
English
Fluent
Can work on-site
Genève (up to 50km)
Experience
- MicrosoftGlobal Service Delivery ManagerDIGITAL AND ITFebruary 2011 - December 2019 (8 years and 11 months)Paris, FranceDeveloped, managed, and oversaw IT services delivery management, such as PMO program/project management, application development, data integration, system implementations, infrastructure and compliance. Responsible for all aspects of client accounts, including executive relationships, P/L’s, meeting growth targets, and customer satisfaction. Serve as escalation point and mentor for manager reports.• Commended for achieving annual contract revenue growth to 200% in 3 years.• Distinguished for reducing the number of severity case by 50%.• Delivered exceptional performance and awarded with best seller in the final quarter of the fiscal year.
- SaGlobalCustomer Success ManagerDIGITAL AND ITJanuary 2020 - August 2020 (8 months)Gland, SwitzerlandSpearhead wide range of operations, including maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, on boarding and training clients. Analyse customer data to improve customer experience. Evaluate and improve tutorials and other communication infrastructure.• Recognised for keeping customers on portfolio while stopping spread of leaving customer.• Maximised the revenue and consolidate the rate card.• Demonstrated the ability to achieve optimal results by designing new services with high margin.• Designed support model based on 24x7 shifts to embrace new customer support model.
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Education
- Master IIESGI2009
Certifications
- Mcsa AzureMicrosoft2015
- Itil v3Itil fundation2015