Xavier Betchou

• Managed key accounts of Canadian customers for a Quebec Bank and coordinated with operational team to boost customer loyalty.
• Quality Control - Audit of calls made by agents
• Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
• Achieved daily performance targets, aiding department progression towards sales goals.

• Maintained detailed administration and office procedures to improve accuracy and efficiency.
• Wrote reports and correspondence from dictation and handwritten notes.
• Supported executive leadership and office staff by managing operational workflow.
• Gathered data to create Excel spreadsheets for budget and inventory management.
• Examined data to detect errors and discrepancies.
• Verified accuracy of information and sorted information of documents for computer entry.

Customer Support Specialist :

• Incident Management Providing a Level 1 support to customer having issues on their network.
• Provides support to customers for services like Teleconferencing / Open Video presence via Incident Management process.
• Offered detailed advice on product and service benefits.
• Offered prompt solutions to maintain customer satisfaction.
• Adhered strictly to policies and procedures for continued company compliance.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Coordinated communications between staff and technical teams to maintain smooth operations.
• Established positive relationships with clients by going extra mile to build rapport.

Project Manager

• Management of orders of OBS products and services until complete installation of service. Provided prompt customer service and helped maintain sales culture
• Responsible for all sales activities in the area, from lead generation to closing of orders. Worked closely with sales and supported teams to foster high customer satisfaction and to generate profit
• Built and nurtured professional relationships with wide range of stakeholders.
• Delivered on projects' key objectives with agreed budgets, timelines and standards.
• Acted as single point of contact for customers and internal stakeholders.

Application support Engineer

• Troubleshot malfunctions with clear logic to resolve issues with speed and precision.
• Provided quick, reliable 1st and 2nd line support for timely ticket resolution.
• Understood complex business processes and corresponding data flows for improved systems support.
• Performed root cause analysis to identify issues and limit repeat reoccurrence.
• Responded to ticket requests quickly and helpfully to deliver excellent customer service.

• Monitored traffic, capacity and access to Microsoft Azure network against established policies and technical limitations.
• Encouraged adherence to organisational ICT standards for consistency.
• Developed and applied new policies to guide team decision-making.
• Integrated feedback on existing systems to implement improvements.
• Participated in weekly department meetings to provide input on new and technical processes.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Responded to incidents on-site, providing precise time estimations and managing customer expectations.