Régine Kolle Moukouri

Client contact for Major Private Accounts in monitoring and evolving their fixed and mobile solutions.

• Control of performance and achievement of service levels (SLA)

• Production of dashboards and analysis of contractual indicators

• Leading periodic operational committees with clients

• Measurement and analysis of customer usage related to provided services Fixed: Monitoring bandwidth usage, packet loss, VoIP usage Mobile: Cost breakdown, usage analysis, TOP users, out-of-plan usage...

- Escalation of critical incidents to relevant departments

- Calculation of financial penalties related to incidents exceeding GTR

Within the Customer Relations Department, managing two subcontractors for the FTTH Maintenance scope for the GP.

• Handling of individual escalations (ServiceNOW ticketing tool, planning monitoring via Salesforce, intervention security, monitoring, lessons learned)

- Operational management (leading joint meetings, steering committees, setting up and monitoring challenges)

- KPI supervision (customer satisfaction rate, appointment scheduling time, intervention report sending time, degradation rate, missed appointment rate...)

- Continuous process improvement (exchanges with the Customer Experience Department, POC monitoring)

- Support for cross-functional projects on tool and process evolutions

- Opening and monitoring of tool incident tickets via Jira

• Management and updating of operational databases

• Weekly audit of IP and SDH/WDM architecture (via OMC and NMS) for data services of Major Accounts eligible for premium monitoring

• Real-time incident management analysis, and support for maintenance teams

• Management of scheduled work to avoid collisions and ensure service availability

• Collaborative work with Account Operational Managers