Djibrill Aoudou

Providing Tier 2 support on mobile app and its online portal version and online administrator portal dedicated to workplace experience technology (Commercial real estate technology). Be primary point of contact for all HqO property managers, tenants, and internal support needs and working cross-functionally with Product, Delivery, Onboarding/Implementation and Customer Success teams.

• Work closely with outsourced Tier 1 support to advise, helping in investigation and provide training if necessary. Incident tickets tracked via Salesforce/Hubspot and JIRA
• Running tests of mobile app on iOS and Android: test to replicate customers issues, reporting issues of new app release and propose suggestion based on customer feedback to improve the user experience
• Investigating technical errors escalated to Tier 2: review user logs via Datadogs, Embrace, Braze and run database queries via Metabase
• Assisting clients with product onboarding process and supporting client's drive toward self-sufficiency
• Identify problematic contact trends and work with other team members to identify solutions related to vendors integration (APIs) with app
• Assisting Customer Success and Implementation teams on technical part of accounts to improve customer’s retention

Supporting and educating English/French speaker marketing teams on maintaining their data and displaying and updating their information on their corporate website and publishers (i.e., Google, Facebook and Bing mostly). Contacts were mostly made via email through the Zendesk platform (80% of the time) and via phone or Zoom/Microsoft teams (20%)

• Educating clients on how to use our application: creating/maintaining users and entities and testing new features released
• Troubleshooting issues of user permissions, file upload, add/modify data on website and data reporting and its format. Escalating bugs whenever identified to the engineering team
• Assisting in maintaining data: for instance, helping clothing stores update and synchronise their working hours or updating cover photos for hotels on Google
• Making demos on using analytic features such as reporting to collect data on how many clicks received on corporate websites or publishers
• Running search via internal systems and publishers to verify data accuracy about geocoding, business categories or description

Assisting Bank of America customers to use its digital platform to process payments and reconcile them, dealing primarily with accountants and financial departments

• Advising and assisting French/English speaker customers in navigating through the treasury portal via online training, phone or email guidance
• Troubleshooting technical errors such as user password reset, user authentication, incomplete payments, and payment tracking and reporting data issues
• Leading technical support small projects to spread knowledge around the team by creating internal articles for the knowledge base or working with the development team to improve the use of the system
• Developing and nurturing a knowledge base related to technical support based on my experience
• Supporting clients on payments formatting via the treasury platform and reviewing and helping clients on setting user entitlements and their treasury reporting reconciliation

Advising and supporting French/British private customers about their Dr. Martens shoes regarding product releases, damages and technical queries

• Supporting and advising by phone and email private customers for a recall campaign related to specific items and registering customers in the database to record the ones affected
• Escalating issues to the IT Team regarding the website and translating content from English to French
• Placing orders over the phone while checking and monitoring stock availability and arranging customer refunds
• Supporting B2B customers via phone and emails: registering orders, arranging the delivery and monitoring order deliveries and following up with carriers when delivery issues (i.e., missing items, items not ordered and delivered at an incorrect address)
• Working with the finance department to lock or release orders and with the sales department to modify or add items

3 months assignment in France (Brittany, Maine et Loire and Vendée regions mostly based in western France). The purpose was to geocode stores not visible on Google Maps yet and re-geocoding existing locations if necessary.

• Collecting data by visiting businesses all around the regions aforementioned for a Google project related to advertising and Google Maps
• Visiting around 50 businesses daily to gather data
• Organizing my daily and weekly work plan
• Administrating daily my work via reports about the locations visited, work planning and uploaded data collected
• Identifying recurring problems and working with the team to make improvements by providing feedback to the technical team (i.e., software crashes and updates needed)

Supporting recruiters and HR managers using our application allowing them to process all the recruitment process from screening candidates to hiring.

• Acting as the first support point of contact for customers of the Vendor Management System regarding the queries/issues
• Investigating technical issues of user Single Sign On (SSO) access, file synchronization and identify bugs related to dashboard, candidate screening features and non-employee’s data
• Delivering remote training in French and English according to the customer's language
• Managing and dispatching the incidents to the other members of the team and contributing to the company knowledge base by writing around 50 articles which helped both internal and external stakeholders to understand the system
• Creating and removing users from the application thanks to my system administrator role

Handling queries and complaints from Air France private customers regarding flight delays, and discomfort experienced by the travellers and arranging compensation whenever required

• Closing 10 after-journey complaints from passengers daily as per the target
• Negotiating commercial gestures to according the situations to retain the customer
• Processing orders into SAP that are received via fax/phone/email

Training and supporting the SaaS available to supply chain managers by presenting the features available and helping them understand the logic of the platform

• Acting as the first support point of contact for the users and assisting them on user login, setup Request for Information (RFI)/Quotations (RFQ)/Proposals (RFP)
• Troubleshooting of user access and locating system bugs after releases on file upload, data format, auction and RFX launches
• Produced monthly and weekly activity report to customers regarding the use of the bespoke application
• Delivering in-house or by-phone training to suppliers and buyers regarding e-sourcing tool
• Key support contact for Supply Chain customers: guiding suppliers on how answering to RFI, RFQ, RFP and auctions

Supporting private customers regarding technical issues faced by their home appliance or guiding on how to use it

• Advising new owners about their home appliance use, especially in terms of security and maintenance
• Arranging appointments between customers and third part technician companies to repair the appliances
• Defining a pre-diagnosis with the customer's home appliance malfunction
• Sending task orders to engineers

Supporting B2B customers on their packaging requests and orders

• Updating customer database
• Helping the data entry team with customer segmentation and file classification
• Customer follow-up after marketing actions through outbound calls (30-40 calls daily)
• Qualifying prospects and customers (30 to 50 customer files created daily)

Supporting both software engineers and service desk or private customers concerning the Microsoft licensing software policy

• Advising IT resellers and private companies regarding the Microsoft policy in terms of software licensing
• Assisting IT companies wishing to subscribe to the Microsoft Partner Network program
• Generating sales lead regarding software licenses as per the target (4/month) and promoting Microsoft 365 to professional users

Call centre operations contracted with the car manufacturer Nissan to handle queries/issues faced by car owners

• Handling complaints from Nissan car owners facing mechanical issues
• Offering and planning test drives
• Updating customer database
• Replying to inquiries related to the car on-board IT system