Patrice Mourre
Amsterdam
Summary
Highly motivated and customer-oriented Manager with proven records in technical and managerial responsibility. Possesses communication and empathy to create a welcoming atmosphere and team growth. Enjoy working in a fast-paced environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Team Manager
Greenflux
06.2022 - Current
- Lead 9 support agents divided in Customer support and technical support team
- Improve customer satisfaction, manage SLAs, define KPI
- Managed team schedules, optimize ticket processing during peak time
- Promote internal growth and reduce staff turnover
Milestones:
- Amount of closed ticket doubled within 2 years with same FTE
- Customer satisfaction went from 60 to 90%
- Response time decreased from 1 week to 1 day
Integration / Product Development
EvBox
10.2019 - 03.2022
- Deploy platform in Europe and the US market
- Lead troubleshoot in OCPI and OCPP protocol
- Explain, mitigate, establish trust with customer
- Integrate roaming connection that led to 2M transaction flow
System Leader
Thales Transportation
02.2017 - 10.2019
- Upgrade of the London underground system with CBTC driverless function and new control system
- Team leader for troubleshoot, analyses and procedure writing
- Ensure that tests are scheduled for maximum efficiency
System Engineer
Alstom Transport
03.2013 - 02.2017
- Upgrade of the Amsterdam Metro with driverless function and new control system
- Review of design deliveries, planning deliveries based on site experience
Education
Master of Science - Electrical Engineering, Major in Mechatronics
Esigelec
France09.2012
Skills
- Form teams
- Overseeing Operations
- Empathy
- Collaboration
- Give feedback
- Coaching and mentoring
- Customer service excellence
Languages
English
Native or Bilingual
French
Native or Bilingual
Dutch
Limited Working
Certification
- License to lead (Proaktiv)
Timeline
Customer Service Team Manager
Greenflux
06.2022 - Current
Integration / Product Development
EvBox
10.2019 - 03.2022
System Leader
Thales Transportation
02.2017 - 10.2019
System Engineer
Alstom Transport
03.2013 - 02.2017
Master of Science - Electrical Engineering, Major in Mechatronics
Esigelec
Similar Profiles
Ben BremerBen Bremer
Head Chef at Night KitchenHead Chef at Night Kitchen
Trevor CarnevaliTrevor Carnevali
Shift Supervisor at Burger KingShift Supervisor at Burger King
Mackenzie N. GrecoMackenzie N. Greco
Waitress/Bartender/Hostess at Bosco’s Family RestaurantWaitress/Bartender/Hostess at Bosco’s Family Restaurant