Manuel Boissiere
Technical Support Team Lead @Prolabs
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WORK HISTORY
Technical Support Team Lead @Prolabs
South Cerney, GB
ProLabs — Technical Support Team LeadSouth Cerney, England, United Kingdom · Hybrid | Jul 2021 – PresentLead a two-person team supporting EMEA (~270 cases/month), owning SLA, RMA, and presales outcomes with Sales, Engineering, and Customer Service.Cut Problem SLA 30 → 7.2 days (↓76%) via tighter triage, escalation standards, and case templates.Cleared RMA backlog; now >96% of RMAs processed with parts recovered ≤90 days.Maintained quality at scale for ~270 tickets/month across EMEA time zones with SOPs and coaching.Built Salesforce efficiencies (macros, templates, light automations) improving FRT/consistency.Partnered on presales & RFPs for optics compatibility/design; aligned responses to delivery reality.Authored training & SOPs reducing ramp time and ensuring reproducible troubleshooting.Initiatives: AI evangelist; SOP/training; CCNA (in progress)Tech: Salesforce Service Cloud, Sage
SKILLS
ABOUT MANUEL BOISSIERE
I lead ProLabs’ EMEA technical support, where our two-person team handles ~270 tickets a…
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