Beata Fugedi Email & Phone Number

Melbourne

Melbourne, Victoria, Australia

Stronghold Systems EÜ is a company providing consultancy services to its clients. As a Business Analyst I am working on projects for Deutsche Telekom AG.Responsibilities and Achievements:- Defined project requirements by identifying project milestones, phases and elements by using Agile Methodology. Prepared development specification documentation, platform and function testing, bug control before and after « go-live» related to each sprint.- Applications developments – for example with one small application that we developed, Deutsche Telekom could reduce a 5-day activity to only 1 day. Further development of this application is underway.- As Business (Process) Analysts we used process mapping and systems analysis to review processes in different departments, identified quick and easy changes to speed up the processes and to remove nonvalue added work which helped making the users life easier, more effective and more productive.- Based on System Analysis we could propose solutions for applications integration –minimize the number of applications by unifying them in one platform in order to improve UX and improve productivity.

Budaörs, Hungary

Achievements:- Automated Weekly Sales, Sales Performance; KPI Reports for Sales Regions and Management. By using Agile methodology, Reporting tool was developed saving 2.5 days of work per week.Training and Workshops:- Initiated, organized and facilitated a cross department CRM Training and Workshop to improve CRM UX, during the workshop some small improvement ideas were identified and later in sprints these were implemented. Based on this event a User-Friendly handbook was also prepared.- Lead CRM Training for Turkish Sales Department in Istanbul,- Prepared improvements related specifications and training materials as well, - Delivered ad-hoc mini-training sessions using video conference systemCRM Upgrade, Improvements and System Maintenance:- CRM System Upgrade (from CRM4.0 to Dynamics CRM),- Improvement / change Requests Evaluation and Prioritization with Key Users, Improvement Specifications preparation, Sprints co-ordination,- Made analitics regarding business and system requirements, managed their validation and prepared related documentaion, - Co-ordinated CRM Database cleansing Everyday Tasks:- As an 2nd level escalation Point, providing resolutions regarding escalations arriving from different departments or from the Management concerning CRM usage and functionality, - Co-ordinating CRM Help activity when requested,- Co-ordinating and drive processes related initiatives where more departments are involved.- Ad-hoc Report / Dashboard creation in CRM, ad-hoc basic SQL report creation- Occasionally providing 1st and 2nd line Support MS Dynamics CRM Users using JIRA ticketing system

Budapest, Hungary

Responsible as a key user for providing 1st and 2nd line Support MS Dynamics CRM Users. There were 620 enabled users in 29 countries in the system. Some tasks:- 2 Customer Satisfaction Surveys,- Supporting Data Quality Audits that were parts of the ISO Audits in each Operation Unit,- Supporting users with the development of customized views and dashboards,- Training new users and Super Users, - License and Storage management,- Handling Security Right / Security Role issues, system malfunctions etc. Management of and taken part in different MS Dynamics CRM projects such as:- 2 MS Dynamics upgrades (from CRM2013 to CRM2015, next year from CRM2015 to CRM2016),- Managing Sprints.- CoreMotives third party solution removal and ClickDimensions solution import to MS Dynamics,- Database migration due to company merge,- Modification of the system setup / forms / functions / system dashboards, views and reports based on organization changes and business requirements,- Testing and validating changes,In 2015 and 2016 there was no need for establishing any support agreement with IT Developers as I initiated and managed all necessary changes

Budapest

Training and Development:- Trained new joiners to processes and system usage, monitored and evaluated their developments. In 2011 and 2012 delivered 259.3 days of training.- Coordinated the central induction training program.- Created a so-called ’Knowledge Base’ on the company’s Intranet site, wrote 6 user manuals in English and Hungarian concerning Customer Service internal applications and kept them up to date continuously.- Tested systems when new functions, modules were created. Projects:- Within a Lean Project created a standardized ’New Joiner’ training program for the Customer Service and Traffic Offences processes with all related tests, feedback and evaluation forms. Within this project also involved in implementing it for the other processes within the whole organization.- Involved in the Planning and Monitoring phases in the Avis Loyalty Program in the EMEA region. Trained colleagues, created statistics from the back office point of view. During the monitoring phase also coached colleagues, provided feedback to the project managers.- Participated in gaining the ISO 9001:2008 Certificate for the Service Delivery Processes within the Avis Budget Group BSC Kft. After passing the internal auditor course, became an active auditor so as to contribute to the company in it’s almost tripling of size in the subsequent 3 years. Customer Service:- Investigated and resolved customers’ car rental related complaints through telephone or in a written format.- Handled escalated queries, took over escalated calls.- Responsible for resolving queries arrived from strategic key accounts and from the British and EU car rental ombudsmen (BVRLA and ECRCS).

Budapest

- Organized language courses and group settings; Including being an examiner at the end of the courses. - Delivered language courses in line with the syllabuses created; Managed the entire administration work prior, during and after the courses.- Translated quotations, agreements, brochures, etc.

Budapest

Budapest

Szentgotthárd, Hungary

Budapest

Budapest

Human Resource Manager, Economics, Ba

Language Teacher