Abdelrani - Consultant SAP HR / HCM

Founder

– Implementation projects (a total of 4 “Go-Lives”):
• Demonstrating and explaining products, methods, or services in order to persuade customers to purchase products or utilize services
• Providing product information, using lectures, films, charts, and/or slide shows
• Developing specific goals and plans to prioritize, organize, and accomplish implementation including Boomi integration with Ilucca
• Carrying out risk assessment
• Making sure that all the aims of the project are met
• Making sure the quality standards are met
• Keeping track of progress
• Providing configuration support on the SuccessFactors product line
• Providing training workshops to internal and external parties

– Handling issues related to product specialization (Recruiting Module, OnBoarding, Recruiting Marketing) and to other modules (Performance and Goal Management, Platform):
• Troubleshooting issues in a professional, timely and user-friendly manner
• Monitor all the queues
• Assign tickets
• Ensure SLA’s are kept by all the teams
• Escalate tickets

SUPPORT ENGINEER, SUCCESSFACTORS (an SAP Company)

– Handling issues related to product specialization (Recruiting Module, OnBoarding, Recruiting Marketing) and to other modules (Performance and Goal Management, Calibration, Succession, Compensation, Variable Pay, Platform):
• Taking inbound customer calls, chat and email inquiries (in French or English)
• Troubleshooting issues in a professional, timely and user-friendly manner, and providing customers solid user-friendly explanations, answers easily understood by customers (screenshots detailing solutions, webmeetings)
• Acting as a Special Support Engineer for critical accounts (weekly meetings with customers, following-up existing tickets, defining expectations, acting as an ambassador for our customer, triggering actions from different teams, liaising with Managers weekly)
• Identifying Support Level Upgrade opportunities (£45,000-worth is one of my successes)
• Documenting issues and defects in our bug tracking tool or in a CRM tool to allow seamless escalation to next level as needed
• Delivering technical solutions to be posted to internal and external data bases
• Identifying, confirming and reporting bugs, escalating to Product Management for confirmation (through regular webinars, or via the Global Topic Owner), or to Engineering teams
• Processing improvement suggestions, new troubleshooting tips and other actions that involve improving our product
– Acting as the Duty Manager:
• Monitor all the queues, i.e. supervise all the teams
• Assign tickets
• Ensure SLA’s are kept by all the teams
• Escalate tickets
• Contact higher level of management team when necessary

– Endorsing Escalation Manager role:
• Managing escalated tickets by contacting ticket processors, setting up an action plan and handling step by step progress to the resolution of the ticket
• Supervising actions between different teams
• Alerting team managers and higher level of management team when necessary
• Providing customer with high quality updates
• Alerting all customers of major system issues (unavailability; slow performance; etc.) by mass updating tickets, by e-mail, twitter and SAP Jam notifications
• Monitor system issues resolution

– Working with more senior staff and management members to handle difficult issues (by inviting the Product Management Team and our customers to webmeetings; regular interactions with Account Managers)
– Mentoring new hires (introduction to products and tools, setting-up of accesses to different systems, assisting new hires with registering for training, smooth onboarding)
– Training teammates on Recruiting Module and on Duty Manager responsibilities
– Elaborating new processes and reviewing internal documentation

CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE

ENGLISH TEACHER,

MARKETING CONSULTANT, VOYAGER POUR INFORMER

SALES CONSULTANT