- Lead 3 technical support teams (65 FTEs from which 6 direct reports: 2 managers, 2 business analysts, 2 system engineers)- Define & monitor the performance objectives & Indicators for the teams and secure their execution- Support in action plans/projects and act as decision maker in escalations management- Support business development activity- Manage strategic and operational meetings & governance

- Manage a team of 29 Dispatch specialists, 4 Key Account Specialists, 2 Technical coordinators and 1 Performance Analyst - Supervise operations and personnel (Oversee day-to-day operations, escalations and communications) - Ensure that the center goes beyond what is required as defined by Service Level Agreements and KPI. - Further develop process and procedures within the center (Update and maintain documentation associated with processes and procedures) - Hire, train, mentor and… Show more - Manage a team of 29 Dispatch specialists, 4 Key Account Specialists, 2 Technical coordinators and 1 Performance Analyst - Supervise operations and personnel (Oversee day-to-day operations, escalations and communications) - Ensure that the center goes beyond what is required as defined by Service Level Agreements and KPI. - Further develop process and procedures within the center (Update and maintain documentation associated with processes and procedures) - Hire, train, mentor and develop new specialists - Provides leadership and coordination on assigned projects - Strong involvement in process and process development including the development and measurement of KPI’s - Identify areas for process and efficiency improvement within the center; recommend prioritized enhancements and oversee implementation Show less

• Coordinate the operational activities for the Applications Support & Process Compliance in a team of 10-12 specialists• Accountable for the teams KPI on process improvements (Efficiency/Standardization)• Drive process management initiatives on Tools & Process Management activities• Accountable for the recurrent business reviews operational reporting• Leading project for implementing new ways of working and responsible for identifying new business opportunities, define process… Show more • Coordinate the operational activities for the Applications Support & Process Compliance in a team of 10-12 specialists• Accountable for the teams KPI on process improvements (Efficiency/Standardization)• Drive process management initiatives on Tools & Process Management activities• Accountable for the recurrent business reviews operational reporting• Leading project for implementing new ways of working and responsible for identifying new business opportunities, define process requirements and resource allocation• Quantify improvement ideas in approved business cases and implemented efficiency projects• Support the team in building business cases and overall actively contribute to scorecard target achievement (governance and engagement with team, regular follow-up for target evolution, raising awareness at head level)• Create process maps and Service Maturity Assessments for all team activities•Perform, record and communicate monthly quality checks; identify gaps and drive action plan & improvement execution with team members Show less

In the Project Manager role I ensured the software maintenance/monitoring/implementations and that all the users take the benefits of their permissions and new functionalities. Key responsibilities:• Lead various IT Projects & procedural changes on different Omni-Channel segments• Responsible for strategic communication between CRM and the organization• Front office CRM & analytics consultant• Delivering trainnings to business users on various business solutions •… Show more In the Project Manager role I ensured the software maintenance/monitoring/implementations and that all the users take the benefits of their permissions and new functionalities. Key responsibilities:• Lead various IT Projects & procedural changes on different Omni-Channel segments• Responsible for strategic communication between CRM and the organization• Front office CRM & analytics consultant• Delivering trainnings to business users on various business solutions • Assuring support on all Business applications and end-user inquires• Maintain daily communication with all departments in solving problems and offering solution in a timely manner, most suitable to the business environment• Develop training materials and procedures• Advise and train users on the proper working procedures with the IT applications• Suggest areas for improvement inside internal processes and IT applications along with possible solutions• Testing and giving feedback of the implemented upgrades of IT applications• CRM & VoIP troubleshooting specific for call centers • Database management: responsible for proper data inserted in CRM, training for improvements, assuring correctness in importing and exporting data from CRM; arranging databases• Managing the content side of CRM• Driving all the new IT project implementations Show less

The key responsibility as a call center team leader was managing a team of call center operators, directing and controlling to ensure that they meet up with the Call Center targets and perform their duties according to laid down instructions, guidelines and procedures.• The team leader has the role of training their team members, preparing, reviewing and monitoring their performances in the IPM• The team leader is responsible to an assigned team (10 to 20 call center agents) to… Show more The key responsibility as a call center team leader was managing a team of call center operators, directing and controlling to ensure that they meet up with the Call Center targets and perform their duties according to laid down instructions, guidelines and procedures.• The team leader has the role of training their team members, preparing, reviewing and monitoring their performances in the IPM• The team leader is responsible to an assigned team (10 to 20 call center agents) to drive and coordinate the activities on various call center projects.• Responsible for call center overall results, KPI monitoring, taking initiative, introducing new ideas with the goal of reaching / exceeding targets• Performing specialized training on company product portfolio, as well as on company rules and direct marketing sales techniques; • Conducting & analyzing interviews for call center agent candidates;• Coaching for new call center agents; • Constant support for middle and upper management in decision making and implementation of new rules / KPIs in the Call Center Show less

The initial job role was more administrative and consisted in gathering all the necessary documentation and approvals for starting up the company. After setting up the administrative environment we focused on real estate transactions and defined the role as having the below key responsibilities:• Create the client portfolio by posting multi-chanell advertising and using a specialized real estate tool • Provide guidance and assist sellers/buyers in marketing/purchasing property for… Show more The initial job role was more administrative and consisted in gathering all the necessary documentation and approvals for starting up the company. After setting up the administrative environment we focused on real estate transactions and defined the role as having the below key responsibilities:• Create the client portfolio by posting multi-chanell advertising and using a specialized real estate tool • Provide guidance and assist sellers/buyers in marketing/purchasing property for the right price under the best terms• Determine clients’ needs and financials abilities in order to propose solutions that suit them• Intermediate negotiation processes, consult clients on market conditions, prices, mortgages, legal requirements and related matters to their benefit and ensure a fair and honest dealing• Prepare necessary paperwork (contracts, leases, deeds, closing statements etc)• Maintain and update listings of available properties• Remain knowledgeable about real estate markets and best practices Show less

The Financial Consultant role provides clients with specialist advice on share packages. The role involves defining a portfolio based on West and Central Europe clients and give financial advice specialized in particular products.The job involves the following key responsibilities:• contacting clients and presenting the product portfolio on investment opportunities;• conducting reviews of clients' financial circumstances, current provision and future aims;• analyzing… Show more The Financial Consultant role provides clients with specialist advice on share packages. The role involves defining a portfolio based on West and Central Europe clients and give financial advice specialized in particular products.The job involves the following key responsibilities:• contacting clients and presenting the product portfolio on investment opportunities;• conducting reviews of clients' financial circumstances, current provision and future aims;• analyzing information and preparing plans best suited to individual clients' requirements;• presenting risk analyses;• providing clients with information on new and existing products and services;• assisting clients to make informed decisions;• researching information from various sources, including providers of financial products;• reviewing and responding to clients changing needs and financial circumstances;• promoting and selling financial products to meet given or negotiated sales targets;• constant communication with clients on various investment opportunities Show less