Rabi Bennour

• IBM Global Delivery Centre

Retail industries client, France

• Managed customer relationships, ensuring service delivery aligned with contract terms and consistently exceeding expectations, leading to a 20% improvement in customer Retention improvement.
• Ensured strict compliance with SLAs while maintaining high levels of customer satisfaction, achieving a 98% SLA adherence rate and reducing customer complaints by 70%.

• IBM Global Delivery Centre

Software Industrie client, France

• Managed customer relationships, ensuring service delivery in line with contract terms, leading to improved customer retention and securing a 5 years contract extension.
• Managed service reporting for internal teams and customers, ensuring transparency and accuracy, which contributed to improved communication and performance alignment.

• Kyndryl Global Delivery Center,Poland

Heath & Care client, France

• Trained new DPEs on the account.
• Established and maintained strong client relationships, consistently delivering high-quality service in alignment with contract terms and SLAs, resulting in a 70 % increase in customer satisfaction ratings.
• Successfully drove continuous improvement initiatives, leading to a 50% improvement in service quality, compliance, and customer satisfaction over the last 2 years.

• Kyndryl Global Delivery Center,Poland

Retail industrie client, France

• Managed cost including annual DOU as appropriate between service delivery and the DPE/PE.
• Ensured positive client satisfaction and client relationship is maintained for service delivery.
• Provided DPE single point of contact and be the advocate between Service Delivery, CSM and the DPE/PE/Client.

• Présentation de l'entreprise: Poland, healthcare, worldwide client with more than 700 Servers and 80 applications.
• Provided technical support to clients, diagnosing and resolving hardware, software, and networking issues, achieving a 95% first-call resolution rate.
• Installed and configured computer systems, software, networks, printers, and scanners, ensuring optimal performance and functionality, resulting in a 20% reduction in system downtime.
• Poland, healthcare, worldwide client with more than 700 Servers and 80 applications.