Alina Florea

Client Services Manager @FIS

Paris, FR

Role: Main contact and the first escalation point for assigned customers in order to- Ensure clients’ requirements, projects, needs, and expectations are tracked and resolved in a satisfactory manner- Take immediate action and alert management in case of a critical situation at the client site- Responsible for the service quality delivered to clients- Run monthly client service review meetings- Build relationships with internal teams (Development, QA, Exchange Project Managers) to ensure client issues are resolved in a timely manner- Ensure the highest level of client satisfaction by establishing and maintaining a close and trustworthy relationship with customers- Produce full and effective postmortems - Maintain open and constructive communications between the company and clients in relation to services delivered- Service Level Agreement - Ensure the SLA process is complied with and alerting senior managers to areas of concern- Monitor clients’ accounts (incidents, bugs, exchange migrations, etc.)- Deliver high-quality client communication (reporting, CIB, incident reports, ETA, etc.) and conduct reporting to internal stakeholders

Liceul De Informatica Grigore Moisil

Bachelor's degree

West University of Timisoara

Master's degree