At Cognizant, I lead seven French-speaking Service Desk analysts while staying hands-on with incidents, requests, calls, chats, escalations, and Major Incident Management.
I've built a ServiceNow Smart Dashboard that centralized queue, ageing, team, and service-metric monitoring, an approach later replicated by other Service Desk teams. I also create and translate French knowledge articles, conduct AQI and UAT, identify automation opportunities, and deliver weekly KPI reporting on SLA, FCR, CSAT, AHT, reopen rate, and MTTR.
Previously at Amazon, I trained more than 12 batches of new hires, supported complex vendor escalations as an SME, and helped launch French inbound phone support from curriculum creation through go-live.
My background combines ITSM operations, knowledge management, coaching, French-language business support, and continuous improvement through Kaizen and Gemba initiatives.
