Antoine Dy

The role consists in providing support for the whole range of Apple products. I have also taken responsibilities within my team regarding the implementation of the new support framework. My interest went to the relation between the advisor feedback to the emotions shared by the customer during the chat and the survey satisfaction results. My work in Apple has been rewarded by an employee excellence award, considering my overall results in the di=erent targets de ned by the business for my line of support.

This position was a good opportunity to be involved in the implementation of new service centre based in Vilnius. This new structure now regroup all the customer service representatives within the organization. Over the process I had to communicate and present the progression of the project to di=erent parties and was assigned the transition of two positions from France to Vilnius.

As Major Incident Manager my role consisted in ensuring the resolution of the business critical incidents. I had to follow the process from the service desk escalation to the resolution. We were working autonomously as a team of 4 people. While the incident was running we were reporting directly to the stakeholders both internal and external, including executives, depending on the criticality. Communication via emails and conference calls was a very important aspect of the job.

Economic evaluation