DMITRI TCACI

- Recruit, manage and maintain a team of 15 product support analysts;

- Coach, continuously promote and encourage professional and personal development of my team;
- Troubleshoot and act to resolve issues which prevent the team working
effectively;

- Monitor performance, analyze team's results and maintain an outstanding level of service for predefined targets;

- Enable global performance delivery (first response time, resolution time, CSAT, case closure performance, backlog);

- Coordinate improvement programs for global support processes and procedures and implement strategic changes;

- Analyze complex ideas or proposals and build a range of meaningful recommendations;

- Maintain a high level of customer satisfaction;
- Manage customer escalations for functional and technical support requests;
- Provide leadership in problem-solving including proposing and discussing fixes, extensions, customizations or workarounds;
- Coordinate with other teams (success management, development, services, product management etc.) to prioritize and drive to solution customer requests.