• Manage a team in Eindhoven Area at PRS Pooling, focusing on annual pallet collection planning and optimizing recovery rates to reduce costs.• Monitored team performance, implemented internal manuals, and optimized department procedures to enhance efficiency.• Collaborated with colleagues to increase recovery rates and lower costs, resulting in improved operational effectiveness.

- Manage the daily operation of 120 FTEs, with 6 direct reports as Team Leaders in 2 different locations and 2 countries- Monitor the vendor's performance to ensure that manpower and resources delivered are according to the contract- Manage a project to reduce the customer contacts with 40% by examining deeply the root causes focusing on first contact resolution- Ensure the highest quality of customer service in complaint handling - Constantly looking for process improvement opportunities to increase efficiency- Establish well-performing and transparent team communication using coaching methods. - Maintain the motivation and ambition of team members by actively using coaching methods, in particular Brief coaching- Constantly looking for opportunities to increase employee engagement to ensure the low attrition rate- Involved as a Stakeholder in legacy system replacement

- People Management of 200 FTEs, with 12 direct reports as Team Leaders, ensuring the teamwork in 3 different locations and 2 countries- Support and contribute Liberty HU and Vodafone HU functional integration - Harmonize back-office procedures of two companies and keep Service Level and Average Handling Time at the same level - Update processes and procedures, identify operational gaps- Plan and implement new organisational structures- Participate in new customer database migration project

- Supervise the performance of a team of ~180FTEs leading directly 10 Team Leaders, focusing on high availability of call center incoming and outgoing calls- Improve the quality and quantity results of the call center and non-voice customer care areas like utilisation, first contact resolution, NPS- Lead yearly price negotiations with subcontractor company to fit with Budget expectations- Develop and implement strategic business project to make Hungarian speaking call center in Romania- Lead a Call Reduction project, with financial benefits above the target- Drive innovation to improve the operation and organizational efficiency of the Back Office teams

- Lead a call center team in total with 100 FTEs reporting directly to 6 Team Leaders, focusing on main call center KPI- Ensure efficient support for direct reports in 2 countries- Act in yearly incoming call forecast and capacity planning- Assess and develop hard and soft skills of call center agents after staffing- Implement a new incentive system for call center agents to improve the quality and quantity results- Drive innovation and improve new knowledge management in outsourced activities - Implement contract base KPIs, quantity and quality measurement system for subcontractor

Managing and collect all the outstanding amounts receivables form consumer and SoHo customers. Responsible for other aspects of collections and reducing the amount of accounts receivables. Main achievement, set up from concept to completion of SoHo and SME segment collection procedures.