Dorota Emilia Namyslik Email & Phone Number

London Area, United Kingdom

Responsibilities• Daily Monitoring of Tickets and ensuring that the issues are being addressed and moved to resolution. • Daily review of traffic patterns.• Review of latency and deliverability based on key performance indicators.• Performing monthly Operational Reviews • Incident and problem management. Focused on providing real time updates when issues occur and the steps forward. • Working closely with Sales Executives and Customer Success Managers to ensure great customer satisfaction. • Working closely with Operations and Routing teams to ensure customers’ traffic stability.

London, United Kingdom

Responsibilities:• Responsible for providing 2nd Level support for the Messaging Application used by external customer to submit a2p messages. • Performing troubleshooting of customers’ incidents and requests sent to Product Support by the L1 team. • Effectively prioritizing tickets and tasks based on clients’ escalations.• Providing 24x7 on-call support bimonthly.• Responsible for sending customer notifications whenever degradation of service is observed.• Providing product training for the new team members of Customer Support team.

London, United Kingdom

Customer Service Specialist.Responsibilities include: Providing the first level of technical support for products and services related to Data Clearing House, Data Net and Messaging. Being a dedicated support specialist for Vodafone Group. Participating in operational review calls with VF Opcos and weekly ticket reviews with Vodafone Group. Solving or routing to an appropriate team issues related to messaging (A2P, P2P, IMN). Performing ticket quality checks.Mentoring new members of the team.

Barcelona

Responsibilities Include: Receiving requests via phone, email and ticketing tool. Supporting users from UK, Ireland and Poland. Trouble shooting of MS Office and local applications. Remote control. Active directory password resets. SAP password resets. RSA Tokens. Lotus Notes - Basic trouble shooting. Providing quick solutions for end users which allowed them to carry on with their work. Routing requests and problematic tickets to appropriate teams using BMC Remedy ticketing system. Worked within ITIL environment. Training agents.

Barcelona Area, Spain

Helpdesk agent for North American users which includes: Level one troubleshooting of MS Office applications. Training agents (Both initial and ongoing) Assisting in the rollout of new automated password management system Handled on average 500 calls per week. Handled the calls of the Citibank employees based in the US.

Barcelona Area, Spain

Responsibilities include: Worked at the cash register. Provided advice to customers on beauty products including perfumes, makeup, skin care, hair care, beauty accessories.