Béla Bauer Email & Phone Number

Budapest

iAGE is a boutique, but global professional information technology consulting firm.More than 10 years, 200+ projects, 3 continents, 5 platforms, 100% success rateResponsibilities:• Pre-analysing requests, estimating (with developer and architect support) efforts, creating offers• Clarifying business requirements• Documenting business requirements in Confluence (business&use cases, flow charts, wireframes)• Designing functional requirements and wire-frames• Supporting the development team, Architects and developers with release planning, functional research and release testing• Interface with client business and client users and leaders to evaluate, document and prioritize business requirements and use cases.• Creating test plans, test cases and do end to end functional testing to validate business requirements are being met• Working closely with client users and vendor to reach maximum efficiency.• Coordinating and managing projects, controlling costsAchievements:• 6-8 Large and medium projects, 16-20 small projects/change requests per year on average over the last 5 years• 80%+ of them succesfully closed on time and within budget

Budapest, Budapest, Hungary

Since 2007, Staff House is a market leader in the field of domestic labor accommodation. Staff House’s clients are the most important manufacturing companies and temporary work agencies to whom Staff House offers long-term and reliable cooperation.Responsibilities: • Identified new sales leads• Researched organisations and individuals online (especially on social media) to identify new leads and potential new markets• Contacted potential clients via email or phone to establish rapport and set up meetings• Maintained fruitful relationships with existing customers• Created quotes and proposals• Negotiated and renegotiated contracts by phone, email, and in person• CRM system (MiniCRM) business owner

Budapest

LeasePlan is one of the world’s leading Car-as-a-Service, Operational Leasing companies, with 1.7 million vehicles under management in over 30 countries. LeasePlan Hungary manages more than 12,000 cars in Corporate and SME segment also.Responsibilities:• Increased and managed SME portfolio, increased customer loyalty and profitability• Provided quality service to customers and focused on organizing processes&tasks in a most effective and productive manner• Introduced new developments in order to improve the efficiency of SME sales &account management processes• Organized daily tasks for the SME Team (3 people)• Developed SME referents, manage their performance• Enable smooth cooperation between different organizational units to ensure efficient problem solving• Managed Complaints, handled the complicated, sensitive problems and escalationsAchievements:• Achived fleet size target in 2016 and overachieved in 2014 (+5%) and 2017 (+20%) by the SME Team• Improved the Customer Loyalty Index from 70 to 72, reduced churn• Implmented Salesforce.com succesfully

Budapest

Driver Center (Project) ManagerResponsibilities as Driver Center Project Manager:• Set-up and started a dedicated Contact Center to LeasePlan drivers• Created an online platform to Drivers (MyLeasePlan)Responsibilities as Driver Center Manager:• Introduced new developments in order to improve the efficiency of Driver Centre and increase driver satisfaction• Provided quality service to drivers and focused on organizing tasks in a most effective and productive manner• Organized daily tasks for the Driver Center (3 people)• Ensured development of DC referents managed their performance• Coordinated and monitored the complaint handling process• Managed complaints, handled the complicated, sensitive problems and escalationsAchievements:• Delivered the Driver Center Project in time and increased Drivers’ Satisfaction index, improved Complaint management judgement by 17%

Budapest

Responsibilities:• Provided quality service to customers and focused on organizing tasks in a most effective and productive manner• Introduced new developments in order to improve the efficiency of Customer Care processes• Establish and implement complaint management strategy and corresponding process, manage the process on a daily basis• Improved Customer Loyalty Index (analyze results & create action plans)• Organized daily tasks for the Customer Care Team and Fleet coordinators (9 people)• Ensured smooth cooperation with other units within the organization (finance, operation, IT)• Trained and developed customer service associates, managed their performance• Managed - fleet size, loyalty, profit&risk - the small clients’ portfolio (less than 15 cars) Achievements:• Increased the Client Loyalty Index increased by 3 points/year on the average, reduced churn• Improved Complaint management judgement by 20% in 2014

Budapest

Responsibilities:• Improved existing relationships, generate awareness, executed at least 100 annual Client visits• Oversaw customer account management, including negotiating contracts and agreements to maximize profits• Forecasted and tracked key account metrics and collaborated with sales team to identify growth opportunities• Handled the complicated, sensitive problems and escalationsAchievements:• I am proud to be voted “Face of LeasePlan Hungary” and “Face of Four Values” prize by my colleagues in 2009, 2010 and 2012.

Budapest

• Support of 7 call center agents’ work• Introduced new developments in order to improve the efficiency of Contact Center processes

Budapest

• Ensured material supply of production lines• Participated in Global Process System Action Workouts (6sigma)

Bachelor'S Degree, Economics, Commercial & Logistics, Good

Technician, Informatics