Raphaëlle Kassidonis

Technical Support Manager @Recycleye

London, GB

Build the customer support team, processes, and methods Deploy methods to determine in a few steps the type of issues and level of complexity Produce regular reports on the issues faced and onboard the other teams onto long term fixes Reduce engineering team support by 3 in 1 year Reduce time resolution from 3 hours on average to less than 1hour Manage the support team Strengthening the team with 2 new recruits, experienced service field engineers Constantly train the team, help them grow Build and maintain a trustful relationship with customers over time Be the customer first point of contact after commissioning by building a trustful relationship Ensure them a strong support Follow-up customers’ installation performances and deploy new products and services

Institution Sainte Marie

Baccalauréat général Scientifique - Mention Très Bien

Heriot-Watt University

Master of Science, Energy

Arts et Métiers - École Nationale Supérieure d'Arts et Métiers

Engineering degree

Classes Préparatoires Jacques Decour

Mechanics, Physics, Mathematics