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

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.
• 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.

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”.
• 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