Bouanaly Eaton

Working for Level (3) Communications following the acquisition of Global Crossing by Level (3) // Current role : Leading a virtual team of 26 service desk representatives, on a shift rota basis, to perform the 1st line technical diagnostics on all incidents for LAN & WAN customers.

5 years with Fibernet which was then acquired by Global Crossing // Responsibilities included: • Supervision of 7 service desk co-ordinators on a shift basis, in a 24x7 function. • Overall management of inbound calls of customers and suppliers. • Initiation of customer escalation to management and suppliers. • Daily dashboard reporting for all incidents, and recording of chargeable activities.

Responsibilities: • Overall technical management of the 24x7 Service Management Centre. • Staff training and development of 11 multi-lingual co-ordinators. • Primary point of escalation to ensure adherence to Service Level Agreements. • Technical reporting and monitoring of the team’s Key Performance Indicators.

• Implementation of the annual corporate surveys of EMEA service providers. • Communication of survey findings in marketing literature, press publications and speaking opportunities.

Market Intelligence Executive, position : • High level market presentations and competitive analysis reports. // Marketing specialist, formerly BAY NETWORKS, France (June 1998 – Oct 1999): • Creation of an online database for European service providers, to target marketing campaigns and generate leads. Delivered training for 60+ marketing and sales staff.