Theo Shadley Valembrun

FWI CCTECH B2B/ICT Executive

Digicel Group Port-au-Prince, HT

Aug 2024 - Present

Digicel Business provides ICT and telecommunications solutions across the French West Indies (FWI), serving enterprise clients with connectivity, cloud, and security solutions.

• Collaborated with field engineers and external providers (Orange, IDOM, MNU) to ensure optimal network uptime and drive the swift resolution of network issues related to enterprise-grade internet, VPN, and IP telephony services.
• Deliver in-depth network support, including hardware configuration and support for critical devices such as modems, network interfaces, switches and routers in fiber optic, antenna and xDSL network technologies.
• Proactively evaluated and resolved network alarms, troubleshooting issues and escalating to appropriate teams for prompt resolution when necessary to maintain uninterrupted services for B2B customers.
• Monitored and managed open incidents in Zendesk, ensuring alignment with service level agreements (SLAs) and rapid incident resolution for mission-critical services.
• Leveraged SolarWinds and SSH to monitor and optimize network components (routers, switches, and other devices), ensuring continuous performance monitoring of services such as VPN and IP telephony.

BPO Digital Agent

Digicel Group Port-au-Prince, HT

Jun 2024 - Jul 2024

Markets Served: Jamaica and Guyana

• Delivered real-time customer support via chat, resolving inquiries and service requests related to billing, payments, service activations, and account management.
• Ensured high customer satisfaction by providing prompt, accurate, and professional responses, while maintaining a strong customer-focused approach.
• Used ServiceDesk for ticketing, effectively tracking and resolving issues within SLA, ensuring a seamless experience for customers.
• Documented interactions and feedback to improve service quality and contributed to enhancing internal processes for better customer support.

Customer Care Agent

Digicel Group Port-au-Prince, HT

Feb 2023 - May 2024

• Delivered prompt and efficient customer support via phone and digital platforms (Live Chat, Facebook, Twitter, Instagram), resolving inquiries and issues related to account management, service activations, billing, and payments.
• Provided clear, accurate, and professional responses across communication channels, ensuring high customer satisfaction and seamless service delivery.
• Maintained detailed records of customer interactions, facilitating smooth follow-up and continuous improvement of customer service processes.
• Collaborated with internal teams to escalate and resolve complex issues, consistently meeting service level agreements and enhancing customer experience.