Ludovic Tiago

• Delivered technical support for hospitality professionals by managing complex cases across D-edge solutions and improving user satisfaction. Drove case analysis, root-cause identification, detailed diagnostics, and collaboration with internal technical teams. Supported clients in French and English through problem-solving, technical analysis, and system functionality review.
• Investigated and resolved hotel distribution incidents within PMS Channel Manager and Booking Engine integration connections.
• Diagnosed API, XML, and connectivity issues, restoring service for hospitality clients.
• Managed support tickets through prioritization, escalation, and clear technical communication.
• Resolved 25 technical support inquiries per day.

• Delivered technical and product support that helped hoteliers and property managers resolve platform issues and reach effective solutions. High-volume requests were managed while customer satisfaction remained strong and issue resolution stayed accurate.
• Resolved complex customer inquiries across chat, email, and phone using CRM and ticketing workflows.
• Guided hotel clients through onboarding, setup, and platform adoption with clear product support.

• Managed quality plan design and implementation to maintain compliance with organizational policies and quality standards.
• Supervised troubleshooting and remediation activities to verify plans met performance reliability, functionality, and compatibility requirements.
• Facilitated weekly RCA reviews to determine root causes, analyze outcomes, and propose specific process improvements.
• Analyzed quality trend data, monitored service KPIs, and identified recurring issues to maintain high service standards.
• Coordinated deployment of corrective actions with cross-functional teams to address operational inefficiencies and support customer satisfaction.
• Evaluated content quality against client guidelines and aligned calibration of review standards across evaluation teams.

Oversaw platform user protection efforts, safeguarded digital brand reputation, and ensured adherence to applicable regulatory requirements.

• Assessed user-generated text, image, and video submissions against policy requirements within designated moderation queues.
• Reviewed and applied client-specific guidelines to detect harmful sensitive or prohibited material.

• Provided telephone consultation to understand user issues, applied testing scripts to validate behavior, and used probing questions to pinpoint root causes.
• Collaborated on technical support process refinement to strengthen customer service and support delivery.
• Led troubleshooting for hardware, software, and network issues across end-user systems.
• Administered Active Directory accounts, permissions, and access provisioning for personnel.

• Investigated root causes of program and system malfunctions and implemented fixes to restore functionality.
• Investigated malfunctions in systems and programs, isolated the root cause of issues, and restored functionality.
• Conducted end-user training sessions on best practices to reduce errors and protect key data.
• Planned and coordinated rollout of updated computer programs and systems, ensuring accurate deployment and system functionality.
• Managed cross-domain incident triage and resolution for hardware, software, and network failures to restore service within SLA targets.
• Diagnosed complex desktop, laptop, and peripheral faults using ticketing systems and remote support tools.
• Led incident resolution across hardware, software, and network issues, restoring service within SLA targets.

• Promoted to leadership position based on demonstrated strong work ethic and consistent delivery of exceptional customer service.
• Motivated and empowered team members to align service efforts with customer satisfaction and loyalty objectives for retention and growth.
• Created and implemented goal-aligned strategies supporting team execution and performance.
• Assigned responsibilities to team members based on unique strengths and skill sets to support effective task execution.
• Led team performance through daily coaching, feedback, and workload prioritization.
• Monitored service quality and reinforced process compliance across customer interactions.