David Frankenberg Email & Phone Number

Budapest

• 2017-2022 as Project Manager: Led one of the engineering teams responsible for implementing new features and carrying out maintenance projects at VCC Live cloud-based software development company (SaaS industry)• Provided regular feedback to team members (5-6 software engineers, including 2 tech leaders) based on the 360-degree evaluation system and followed up to achieve the set goals• 2023-2024 Product Owner: Worked more closely with the business and the Customer Success team, prioritized features at quarterly planning sessions, attended client meetings• Measured software usage using HotJar (heat maps, u-turns, rage clicks, etc.) to identify customers’ real problems and find the appropriate development needs• Specified PoC requirements, refined the results in order to release the feature as an MVP as soon as possible, documented (all new features), then prepared MVPs as long-term projects with the designer team members• Supported the work of engineers and quality assurance team members by specifying projects’ features and user stories with acceptance criteria, represented clear and objective communication at example mapping meetings• In both positions: Participated in daily standup and PO check sessions, overcame obstacles by consensus in case of technical difficulties, kept the original business problem/need in mind• Reported to board members utilizing Excel charts and BI graphs, providing management with sufficient and appropriate information, especially when rescheduling was required • Worked throughout with the Agile methodology: started with KANBAN, then introduced and led a SCRUM framework for the last 2 years, used ticket handling systems (YouTrack, TargetProcess), BI tools, burn-up charts (Looker Studio)

Budapest

• Managed bank and insurance campaigns (projects): had extensive contact with the partners of the outsource contact center (BPO), database management, ensured project success by achieving set KPIs, calculated commission percentages and amounts for the agents, delivered project closure presentations• Prepared training materials, trained and coordinated team members (1 Team leader, 2 Mentors, 10-14 Agents), created Excel macros to support functions helping agents minimize their administration and ensure efficient operation

Hungary

• Starting new projects in Budapest and two regional call centers (Pécs and Szeged)• Help the operators and their leaders, ensure the economic operation

Budapest

> Coordinating and prioritize the processes of developments> Improving the communication in Customer Service, increasing SLA> Helping the extensive collaboration with other divisions> Keeping contact with featured clients

Budapest

• Held communication training sessions for Genertel Call Center’s inbound customer service and outbound sales departments• Created sales and quality management materials, as well as analysis, reports and held daily meetings, presenting expectations and results• Handled escalated customer complaints, supported IT in sorting out technical issues (system used: Avaya), answered agents’ ad hoc questions• Participated in managing Aegon Non-Life Sales Call Center, led agents with systematic individual coaching sessions (systems used: CALGO and TCT), guided the work of 4 mentors• Participated in Assessment Centers to find new team members, then trained the new employees

Budapest

• Led the Customer Service inbound call center team, handled and refined the IVR (Alcatel CCS application), improved customer satisfaction• Kept contact with partners, improved the website by preparing new content, co-ordinated with the sales division, and also with the voucher factory, created reports by using SQL

Budapest

• Led the Customer Service inbound call center team, designed, introduced and maintained an IVR system (system used: Alcatel/ CCS - Contact Center Supervision), and significantly increased the “Calls answer efficiency” (SLA)• Team expansion: participated in the selection process, trained new employees, calculated shift schedules (capacity planning)• As a result, the number of calls handled by the outsourced call center was successfully reduced, the BPO site was closed and all inbound calls were redirected to the in-house team

Budapesat

• Edited and sold advertising products for Expressz print magazines• Sold analogue, ISDN and IP phone lines and ADSL subscriptions from partner telecom companies via “cold” calls in TeleQuest-outsourced call center

It Technician, Industrial Informaics Technician

Electronic Technician, Industrial Electronics Technician