Coordinating a team of 5 people in order to deliver in time and accurately sales metricsAutomation of recurrent reports and dashboards using BI Tools (Tableau and SAP Business Objects)Assessing new reporting solutionsLiaising with the similar functions in other departments in order to ensure the consistency of the reporting KPIsParticipating in transversal projects in order to ensure the availability of data, within the new applications, for future reporting needsReviewing the internal policies and procedures in order to ensure a more efficient process for receiving, prioritizing, developing and delivering the requirementsMonitoring and evaluating the team's members activity

Multi functional role as functional and technical analyst, Scrum Master (1 year experience), projects coordinator and functional support.Ongoing implementation of a new CRM interface to be used by the entire organization, contributing from both technical analyst and scrum master roles.Ongoing migration of customer's personal data from billing systems to CRM and remastering of existing business flows accordingly.

Requirements elicitation; Identifying the impacted business processes (the AS IS state), business owners and stakeholders by conducting direct interviews one to one with the involved parties, meetings, consulting of previous functional specifications or other relevant documentations;Identifying the impacted technical systems;Identifying the impacted technical models or proposing new models by checking existing PL/SQL code if possible;Designing the TO BE processes, according to the business requirements from all the impacted parties, conducting negotiations sessions if necessary, in order to obtain a final agreement;Identifying the blocking or pain points and proposing solutions (e.g: automating processes in order to save time and costs, changing work procedures to reflect the proposed modifications according to the TO BE processes, if automated checks are not possible);Highlighting the benefits of the proposed solutions;Identifying the impacted development and testing teams;Project planning and deadline negotiations;Creating the analysis documentation (AS IS and TO BE process diagrams, detailed descriptions of the necessary modifications and developments, testing strategy and test plans);Contributing to the test plan creations by suggesting relevant test cases;Constant follow ups on the deadlines, resolving blocking points or issues;Keeping in touch with stakeholders and business owners and providing updates on the progress;Providing support to development and testing teams;Post implementation support;

Performing first level support for internal customers;Finding the root cause for incidents and customers complaints;Issues escalations to next support levels and follow-ups;Creating scripts using PL/SQL for corrections or automating corrections for recurrent issues;Proactive corrections in end customers incorrect or incomplete profiles on various platforms;On call support;Monitoring CRM operational flows (applications and processes);Managing users for various internal applications (user creation/deletion and user rights updates) ;Regularly reviewing and updating internal quality procedures along with the Quality departments;

Responding to customer questions regarding data services and products and offering support for various issues regarding malfunctions of data services;Proactive corrections for incomplete/failed changes in customer's profiles;Analyzing and solving customer's complaints regarding data services malfunctions or wrongly applied charges;Providing official answers to customer complaints, according to the internal communication rules and quality procedures;

Providing accurate information for customers via telephone and email within the required SLAs;Operating customer requested changes;Managing customer complaints, including issues investigations, escalation and follow ups;Updating customers on the complaint status;Promote company's products and services;