David Sayghani Email & Phone Number

Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

In my role as a Customer Care Operation Manager, I am responsible for managing the day-to-day operations of customer service. This includes overseeing workflows, optimizing resource utilization, and driving continuous process improvements to enhance the quality and efficiency of our services.One of my key responsibilities is to initiate and lead project.

Stockholm, Stockholm County, Sweden

• Head of internal IT Support within Group IT providing services and support to all Crayon subsidiaries worldwide (tot ~3300 employees). As Head of IT Support, I play an essential role within our Group IT function..
• Introduced a customized self-help center and knowledgebase for all Crayon employees in Zendesk to encourage and guide Crayon end users to self-serve by making the information they need to answer their questions/.
• Established and launched an SLA framework to meet business requirements. An SLA framework enabled us to improve as an organization and deliver better services to our employees.
• Established an End User feedback process covering NPS and CSAT to meet business targets. Getting feedback from our internal customers is key to understand how we can improve as an IT Support organization.
• Onboarded and integrated the IT Support team from a company that Crayon acquired. This resulted in a more centralized IT Support organization creating synergies and broadening global IT presence and capacity.

Stockholm, Sweden

• Head of Global Customer Support and infrastructure within Enterprise R&D BU. Member of the R&D management team and process owner of various tracking and delivery tools. Full ownership and responsibility to lead and.
• Establishment of a 24x7 On-Call Duty support squad. This resulted in wining new customers and produced greater support revenue.
• Formed and lead a new “customer care” team (by assembling appropriate expertise within the company) with the goal to speed-up customer on-boarding and deployment. This increased customer satisfaction and unblocked the.
• Designed and organized different training modules for the team. This increased the team’s communication and technical competence abilities. It also created a more customer centered environment. The result was a reduced.
• Formed and introduced a customer feedback tool to measure the customer satisfaction and identify areas to improve. This improved the support and service quality and built a more solid customer relation.
• Restored the Support function by merging and aligning different support business units, handling layoffs, or hiring new members to maximize organization output.

Stockholm, Sweden

• Project Leader for GDPR and responsible to make ENEA (~700 employees) GDPR compliant. Volunteered to take the GDPR project management role. Responsible for providing project management expertise and organizing the.
• Did a comprehensive review of GDPR requirements and their impact on practices and procedures.
• Educated staff on GDPR awareness by creating an internal E-learning GDPR training, executed in a separate sub-project.
• Evaluated several GDPR tools and suggested appropriate tool to facilitate the most important activity in the project plan.
• Project managing the implementation of the organization’s GDPR project, to ensure full compliance with all processes and procedures by 25th of May 2018

Jan Stenbecks Torg 17, Box 1033, SE-164 21 Kista, Sweden

• Managed a team of 14 engineers in SWE, UK, Indian being part of the Global customer service team. The team was dedicated providing technical support and services to our key customer Ericsson. The main responsibility.
• Defined a new Support process and greatly improved it to cover the gaps in the way of working. This resulted to better slip coverage and improved the Support and product quality.
• Greatly improved the organizations way of working by introducing Scrum-like team leading methodology. This created better customer satisfaction, created higher productivity, quality, and ability to manage complex tasks.
• Introduced and implemented new business metrics program that is now being used by ENEA Globally and on a day-to-day basis by management. This resulted into a more accurate and efficient business execution (driving more.
• Was the auditee of ISO 9001 for ENEA Global Support which passed with excellent grade from the auditor. Parental leave- at home 2014 Mar – 2014 AugEnjoying quality time with my first daughter. Parental leave- at home.

Stockholm, Stockholm County, Sweden

• Team Leader Customer Support of 8 senior developers dedicated to support one of our key customers Ericsson AB. The team solved ~800 Support tickets per year (with assistance from 2L support) including SW delivery.
• Greatly improved the team’s ability and skills to communicate externally and internally by using different coaching techniques.
• Successfully drove task force activities to ensure customer got their issues resolved on time and with satisfactory outcome.
• Introduced operational metrics to form the basis of control in Support organization and to objectively state whether we met customer’s requirements or if it needed improvements.
• Represented Support in different customer steering group meetings together with Sales in order to present customer KPI: s and address any concerns raised by customer high management in regard to our Support organization.

Stockholm, Stockholm County, Sweden

• Support Engineer and part of dedicated Ericsson support team supporting our customer Ericsson AB. Ericsson applies ENEA:s RTOS (OSE) in their base stations. The main responsibility was to support Ericsson with their.
• Solved most of the Critical cases within deadline.
• Supported customer with stopping issues onsite.
• Won engineering award for gaining high level of customer satisfaction.

Stockholm, Stockholm County, Sweden

Brain IT was a consultancy firm at the time.My first assignment was at ENEA Software working as a SW support engineer for embedded systems.