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 programs aimed at taking our services to the next level for our key customer https://www.crayon.com/. Additionally, I am leading the consolidation and transition of customer support services for my company, with the ultimate goal of providing seamless and exceptional support. This involves maintaining regular communication, ensuring that their needs are being met, and working collaboratively to identify opportunities for improvement.Overall, my goal as a Customer Care Operation Manager is to ensure that our customer service operations are running smoothly and efficiently, while also continuously improving our services to meet the evolving needs of our customers.To excel in this role, I bring strong leadership and communication skills, as well as a deep understanding of IT support and operations. This role is both challenging and rewarding, offering the opportunity to make a significant impact on our organization's success, while also building valuable relationships with key customers in the IT industry.

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. Accountable for the operational aspects of the delivery of support that is provided by Group IT personnel on SPOC (Single Point of Contact), 1st, 2nd, and 3rd line. The role also includes ensuring continuous improvement of our support to our entities on a global level, both tactically and strategically. This includes SLA, process, system support, and scalability. Additionally- I also get the opportunity to continue building, leading, and coaching our support team.Key achievements:• 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/ queries available through a knowledgebase. This results to better user experience, IT ticket deflection, shorter lead time, cost savings and enriched KPI data which is a vital part in the continual improvement process.• 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 manage a team of tot 16 technical (cross functional) support engineers in AMER, EMEA and APAC delivering World Class Support for highly complex SW within telecommunications and cyber-security to our global customers. Also, in charge of the internal infrastructure team of 5 engineers to ensure the daily lab, critical system operations and tools in the business unit was functioning and evolving. In this role I also managed a 3rd team of 3 customer documentation engineers. KEY ACHIEVEMENTS:• 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 income. • 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 customer churn, shorter SLA turn-around times, more satisfied customers, and a more skilled and hence stimulated organization. • 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.• Ongoing- Establishment of a Common Global Customer Support Portal hosted by a cloud-based instance of Jira Service Management

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 activities required to ensure that GDPR compliance is met. The project covers ENEA and its affiliates worldwide with 21 project members/ representatives from Sweden, the US, United Kingdom, Romania, Germany, Japan, China, and Ireland.KEY ACHIEVEMENTS• 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 included staff and team management. Enhanced team effectiveness, improved internal cooperation, increase client satisfaction by setting up relevant objectives, strategy, and goals. Increased business together with sales and frequent customer contacts. KEY ACHIEVEMENTS:• 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 focus and attention on what is important). This also opened the way to a more objective management kind of an approach and clarified performance expectations in Support, R&D and Sales organization. • 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 2015 Apr – 2015 SepEnjoying quality time with my second daughter.

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 responsibility. The role included complete responsibility over the Support and maintenance SLA: s, customer contact and SW delivery procedure. Responsible to coach the team and enhance both their technical and communication skills. KEY ACHIEVEMENTS• 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 trouble reports. A typical issue reported by Ericsson and managed by the Support team could be a crash in a telecom operators base station (business stopper). The assignment also included onsite Support at Ericsson in Stockholm Älvsjö.KEY ACHIEVEMENTS• 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.