Management of tickets (working orders) according to the performance indicators and SLA established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback. Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated Preparing MIS incident in accordance with the requirements Redistributing tickets which have not been resolved Routing/ tracking tickets allocated in the system or with other PRG Proactive action with a view to effective management of queue (Remedy Queue Management)

Lead and inspired a team of talented professionals in delivering high-quality services.Strategically planned and executed daily operations, ensuring efficiency and adherence to SLAs.Mentored team members, providing coaching and development opportunities to drive career growth.Collaborate with cross-functional teams to implement process improvements and enhance client experiences.Improved productivity, reduced errors and increased client satisfaction during my tenure.

Delivering training sessions in German/EnglishConduct training through new materialsDesigning effective training programsEvaluating employee needsOnboarding new staff (equipment requests and all the stuff needed for the onboarding)Review employee performance and learningAssessing learning outcomesCommunicate training needs and online resourcesConduct employee surveys and interviewsOnboard new people + communication with the other departments (HR, Recruiting, IT) Scheduling training for new hires and continuous education programs

Provided top-notch customer support to German-speaking customers, addressing technical inquiries, troubleshooting issues, and ensuring a smooth online shopping experience.Exhibited a deep understanding of internal systems, software, and hardware to offer effective solutions to customers concerns.Maintained a high level of professionalism and empathy in every interaction, enhancing the reputation of the company.Collaborated closely with cross-functional teams to escalate and resolve complex technical challenges efficiently.Consistently meet or exceed performance metrics, including quality score, response times, issue resolution, and customer satisfaction scores.