Responsable for 26 People in a Customer Focused Team for Cusstomer BMW. IT Helpdesk for BMW internat User. Creating Reports for Performance of Agents SLA and Quality Reports to report to the Customer. Join Service Delivery calls with customer every week as well as Quarterly Service reviews.Responsable for Escalations from Customer and User. Covered local operations Manager several Times when on Holidays.

Team Leader of a 1st Level team within Colt´s Service Desk Out of hours. Responsable for a Team working for whole Europe at night.Leading a team of agents in a busy and sometimes stressful environment. Our primary activity was logging and following up fault related calls. Many of our customers operate in the financial arena where even short instances of downtime are exspensive and disruptive.I am also 1st and 2nd level escalation point at night.