Ny Hasina Onitiana RAKOTOBE

Specialist in IT service coordination and B2B customer relations, I support companies in the management of their operations, the management of complex orders and the optimization of the quality of service (SLA). With a solid experience within a large telecom and IT services group, I act as an operational pivot to secure the deliverability of your projects and streamline communication between your technical teams and your customers.
My areas of intervention:
B2B management and support: Management of customer files, rigorous monitoring of end-to-end order processing and proactive management of escalations/incidents.
Performance Monitoring (SLA): Control of service commitments, gap analysis and creation of monitoring dashboards (Power BI, Excel).
Documentation & Processes: Modops writer, instructions and user guides for change management and tool adoption.
Customer Relationship Management: Privileged interlocutor for your strategic accounts, guarantor of customer satisfaction and respect for deadlines.
Environment & Tools Mastered:
JIRA, ECE, Power BI, MBD, B2B Ticketing & CRM suites, Telecoms/IT architectures (TOIP, Connectivity, Network Access).