SEBASTIEN KUFFER

Leadership to a group of 15 technical agents for the purpose of achieving a key result.
Provide guidance,instruction, and direction. Create an environment oriented to trust and open communication to ensure all support requests and handle people management issues.

- Measure performances of the team: Technical performances, ongoing process feedback and training sessions with monthly one to one’s.
- Work as a Team with other Team Leaders providing assistance, seeking support and working towards common objectives.
- Escalate issues from customer or third party services provider which cannot be resolved by the team.
- Manage a daily result and phoning activity performances reports, weekly & monthly challenges, and daily process reminder communications.
- Coach and help team members to develop their Personal Development Skills.
- Take disciplinary action and issue a Corrective Action Policy letter/s when an agent is found violating policies and procedures.
- Manage Reward performance (monetary and non-monetary rewards)

Sector: IT equipment

Work independently and as a team player. I am able to
listen and resolve technical customer issues. As a complex team structure, I provide hardware and software telephone support and interaction with other departments within the company, with a goal to meet set targets consistently.

Sales Lead Project - Sales = 2.9M€

- Create and maintain leads tracking reports stating the current status of each lead.
- Identify the Sales Lead process in collaboration with French Language Group Manager and create action plan for implementation.
- Train each new Technical support agent in a training session.
- Produce process manuals and sales reports statistics.

Sector: IT equipment

Being in charge of providing, a business to business commercial services, I had to maintain a professional customer relationship.

- Assigned to the Inbound Team, I was in charge of developing new accounts and new contacts activities specifically focused on the expansion of strong customer relationships.
My daily sales targets were 15K€ sales.
- I was, besides, in charge of phone and email negotiation with existing clients whose include, payment checking, onsite shipping, hardware and software installation according to services ordered.

Sector: IT equipment

As front desk receptionist, I was responsible for customer care. Guest reservation phoning for room and restaurant. I was also in charge of organising weekly schedules for waiters and kitchen porters. I was besides taking English courses to develop English and working customer relationship skills.

Sector: Hotel and restaurants

I was part of a team who had to support PC’s, servers and printers. We were running a network for 1800 users. I was maintaining PC’s, setting up new users, administering the network, and supporting the applications including Windows NT-4. Every call which had been logged needed to be solved in ideally suited response time.

Sector: Banking