Laurent Maussin

BlueKiwi Software, an Atos company, is Europe’s leading SaaS provider of Enterprise Social Software => Lead a Support team in an efficient and profitable manner, with the goal to increase Customer satisfaction, loyalty and retention and to meet their expectations. & also: => Manage the Customer help center documentation & the inline help systems / walkthroughs on blueKiwi’s web product. => Manage the blueKiwi’s translation process and ensure all languages are updated and delivered in a timely fashion.

. Customer Support as Support Level 1, 2 and 3: => Address and qualify all customer bug reports, questions, feedback and requests for enhancement in accordance with SLA. => Troubleshoot and coordinate with R&D teams on defining fixes, best practices and workarounds. . Quality Assurance: => Maintain a high level of quality of the application by designing and performing tests on the product. => Perform regular regressions & ad hoc fixes tests to verify new releases of software are "customer ready".

As a member of PayPal Operational Excellence department, my current position involves: => Process Audits across the PayPal Merchant services & Risk operations in order to identify best practises & to verify processes adherence; => Rootcause Analysis using all available data from Process Audits, Quality Monitoring reports, Customer Intelligence from CSAT & NPS surveys; => Process Maintenance & Process Improvement Projects following the DMAIC & 6Sigma methodology.

=> Real-time monitoring of complaint queues, email volume and agent tasks schedule to ensure agreed Service Level achieved. Generate reports relating to Service Level metrics and ad hoc reports, => Supporting the management team in the implementation of strategy and new policies. => Mediating and helping customers to resolve complaints filed and covered through PayPal’s Buyer and Seller Protections Policies for the UK, DE, FR, SP & IT markets in order to minimise losses for customers & PayPal.

=> Handle customer inbound queries and make targeted outbound calls (80 calls/day) in order to meet quality lead qualification targets (uncover 2 Business opportunities/day); => Manage existing accounts: Use cross-selling and up-selling opportunities, => Analyse customer needs and propose appropriate solution on Oracle Technology and partner products to satisfy customer requirements; => Relay Oracle strategic and marketing message; Close low level deals.

=> Liaising with medium and large enterprises in the south east of France to gauge their IT requirements (open source software, LDAP directories, web services), Business development.

=> Public Relations materials management and problem-solving in customers’ affairs with German and Mexican providers, => Design, development and implementation of the Audi Mexico Intranet, => Implementation of ISO Standard/recommendations on Audi Stationary items used in the HQ and the Audi Dealers, => Accounts payable, Invoice Management, Creation of purchase requisitions in SAP R/3 for the good and services department needs, Following up until closing/payment.

=> Business Developer for the French market (research, contact and contracting partnerships with French shops on-line and publishing houses), => Adaptation of General Terms & Conditions of Press-4-less to the French market.

=> Design & completion of a data transmission driver board between two microprocessors at a high data transfer rate and through a long length cable. This work has been used by IC Routing Ltd in the architecture of parallel systems and on the design of a low cost High Performance Multicast Switch Chip for Communication Networks.

1 Semester ERASMUS exchange in the University of Applied Sciences of Pforzheim (DE)

Major: Strategic Management of Information and Communication Technologies

1 Semester ERASMUS exchange in Nottingham Trent University (UK)