𝗔𝘁 𝗺𝘆 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝗽𝗼𝘀𝗶𝘁𝗶𝗼𝗻 𝗜 𝗮𝗺 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝗼𝘃𝗲𝗿𝘀𝗲𝗲𝗶𝗻𝗴 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗹𝗶𝗳𝗲𝗰𝘆𝗰𝗹𝗲 𝗼𝗳 𝗲-𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗽𝗿𝗼𝗷𝗲𝗰𝘁𝘀, 𝗳𝗿𝗼𝗺 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗽𝗹𝗮𝗻𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗱𝗲𝘀𝗶𝗴𝗻 𝘁𝗼 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗰𝗹𝗶𝗲𝗻𝘁 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗲𝗻𝘀𝘂𝗿𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗼𝗳 𝗵𝗶𝗴𝗵-𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗺𝗮𝘁𝗲𝗿𝗶𝗮𝗹𝘀.Comprehensive Management of E-Learning ProjectsOversee the entire lifecycle of complex e-learning content development projects, from initial concept to final deployment. This includes strategic planning, design, and creation of digital learning materials that are engaging, interactive, and aligned with instructional best practices.Methodological Design and DevelopmentLead the design and focus on creating content that is both effective and adaptable to different learning environments.Coordination and MonitoringManage the scheduling, coordination, and monitoring of all project tasks, ensuring seamless collaboration among team members. Oversee workflows, maintain timelines, and proactively address any issues to keep the project on track.Development and Quality AssuranceSupervise the development and testing processes, ensuring that all materials meet high standards of quality and functionality. Conduct rigorous quality assurance checks and coordinate user acceptance testing to deliver error-free final products.Client and Stakeholder EngagementAct as the primary liaison for clients and subject matter experts, ensuring clear communication and alignment with project goals. Regularly update stakeholders on progress, incorporate feedback, and ensure that final deliverables meet expectations.Continuous ImprovementStay updated on the latest trends and technologies in e-learning, driving innovation and continuous improvement in content development practices.

𝗜 𝗵𝗮𝗱 𝘁𝗵𝗲 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝘆 𝘁𝗼 𝘄𝗼𝗿𝗸 𝗮𝘀 𝗮 𝗽𝗿𝗼𝗷𝗲𝗰𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗿 𝗮𝘁 𝗼𝗻𝗲 𝗼𝗳 𝗛𝘂𝗻𝗴𝗮𝗿𝘆'𝘀 𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝗲-𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗰𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀. 𝗜 𝗺𝗮𝗻𝗮𝗴𝗲𝗱 𝗮𝗻𝗱 𝘀𝘂𝗽𝗽𝗼𝗿𝘁𝗲𝗱 𝘃𝗮𝗿𝗶𝗼𝘂𝘀 𝗟𝗠𝗦 𝗶𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀 𝗮𝗻𝗱 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁𝘀, 𝗮𝗹𝘀𝗼 𝗰𝗿𝗲𝗮𝘁𝗲𝗱 𝗮𝗻𝗱 𝗰𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗲𝗱 𝗲𝘅𝗰𝗶𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝘃𝗲 𝗲-𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗰𝗼𝗻𝘁𝗲𝗻𝘁𝘀. 𝗜 𝘄𝗮𝘀 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝗮𝗯𝗼𝘂𝘁 𝟮𝟬 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗮𝘁 𝗮 𝘁𝗶𝗺𝗲, 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗟𝗠𝗦 𝗮𝗻𝗱 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗽𝗿𝗼𝗷𝗲𝗰𝘁𝘀 𝘄𝗵𝗶𝗹𝗲 𝗺𝗮𝗸𝗶𝗻𝗴 𝘀𝘂𝗿𝗲 𝘁𝗵𝗮𝘁 𝘁𝗵𝗲𝗶𝗿 𝗰𝗼𝗻𝘁𝗿𝗮𝗰𝘁𝘀 𝗮𝗿𝗲 𝗯𝗲𝗶𝗻𝗴 𝗳𝘂𝗹𝗳𝗶𝗹𝗹𝗲𝗱 𝗼𝗻 𝘁𝗶𝗺𝗲, 𝘁𝗵𝗲𝗶𝗿 𝗲-𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗺𝗮𝘁𝗲𝗿𝗶𝗮𝗹𝘀 𝗼𝗿 𝘀𝘆𝘀𝘁𝗲𝗺 𝘂𝗽𝗱𝗮𝘁𝗲𝘀 𝗮𝗿𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗮𝗻𝗱 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝗲𝗱 𝗺𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 𝗮𝗿𝗲 𝗺𝗮𝗱𝗲.1. Working with LMS• Implementation, support and maintenance of learning management systems such as Moodle and Totara• Specification and coordination of custom system developments• Direct cooperation with system and content developers on a daily basis• Testing new LMS versions in order to give the best solutions for the companies• Creating toolkits that are tailored to the customers' needs• Online and personal workshops• Organizing and holding project kick-off meetings with customers and colleagues as well.2. E-learning materials• Coordination of e-learning material development, participation in the creative tasks, such as braintstorming, concept creation, script writing and design finalization• Meeting with and delegating tasks to script writers, graphic designers, teachers, narrators and the video crew

Background: Erste Bank purchased Citi Hungary (Retail and CitiBusiness customers)𝗦𝗵𝗼𝗿𝘁𝗹𝘆 𝗮𝗳𝘁𝗲𝗿 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗺𝗲𝗿𝗴𝗲𝗿 𝗜 𝘄𝗮𝘀 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝟱 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁 𝘁𝗲𝗮𝗺𝘀 𝗮𝗻𝗱 𝘁𝗵𝗲𝗶𝗿 𝗱𝗮𝗶𝗹𝘆 𝘀𝘂𝗽𝗽𝗼𝗿𝘁. 𝗢𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲𝗺 (𝗖𝗮𝗿𝗱 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗨𝗻𝗶𝘁) 𝘄𝗮𝘀 𝗮 𝗰𝗼𝗺𝗽𝗹𝗲𝘁𝗲𝗹𝘆 𝗻𝗲𝘄 𝗮𝗿𝗲𝗮 𝗮𝘁 𝘁𝗵𝗲 𝗕𝗮𝗻𝗸. 𝗠𝘆 𝘁𝗮𝘀𝗸 𝘄𝗮𝘀 𝘁𝗼 𝗰𝗿𝗲𝗮𝘁𝗲 𝘁𝗵𝗲𝗶𝗿 𝗱𝗮𝗶𝗹𝘆 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗮𝗻𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗺𝗮𝘁𝗲𝗿𝗶𝗮𝗹 𝗳𝗿𝗼𝗺 𝘀𝗰𝗿𝗮𝘁𝗰𝗵 𝗶𝗻 𝗮 𝘀𝗵𝗼𝗿𝘁 𝗽𝗲𝗿𝗶𝗼𝗱 𝗼𝗳 𝘁𝗶𝗺𝗲 𝗯𝘆 𝗱𝗶𝘀𝗰𝘂𝘀𝘀𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗼𝗳𝗳𝗲𝗿𝘀 𝗮𝗻𝗱 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗰𝗼𝗻𝘁𝗿𝗼𝗹 𝘂𝗻𝗶𝘁 𝗮𝗻𝗱 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗹𝗲𝗴𝗮𝗹 𝘁𝗲𝗮𝗺.• Holding trainings to newcomers - product and system training• Create, update the basic procedure training toolkits• Create and give sales (communication, needs assessment, handling excuses, questioning methods, etc.) and service trainings (communication, complaint handling and solutions) for the effective and expected daily work by the business (not only for newcomers)• Coaching: 5 minutes coaching (written) and daily personal coaching for operators (sales and service) with written feedback (suggestions, advices)• Daily administrations• Mentoring new colleagues• E-learning, NEXON knowledge• Plan and create with new methods from the very beginning a whole new training called Client Excellence

𝗕𝗲𝘀𝗶𝗱𝗲𝘀 𝘁𝗵𝗲 𝗱𝗮𝗶𝗹𝘆 𝘄𝗼𝗿𝗸 𝗮𝘁 𝗖𝗶𝘁𝗶, 𝗺𝘆 𝘁𝗲𝗮𝗺 𝘄𝗮𝘀 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝗽𝗿𝗲𝗽𝗮𝗿𝗶𝗻𝗴 𝗮𝗻𝗱 𝘀𝘂𝗽𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗼𝘂𝗿 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗺𝗲𝗿𝗴𝗲 𝗯𝗲𝘁𝘄𝗲𝗲𝗻 𝗖𝗶𝘁𝗶 𝗛𝘂𝗻𝗴𝗮𝗿𝘆 𝗮𝗻𝗱 𝗘𝗿𝘀𝘁𝗲 𝗕𝗮𝗻𝗸 𝗛𝘂𝗻𝗴𝗮𝗿𝘆.• biweekly meetings with the Erste training team (get and give information, train each other)• weekly "merge" trainings for the operators, supervisors and back-office colleagues at Citi• following all the changes happening at Citi and at Erste as well and making sure that everyone is getting and applying them• creating, updating training materials for the merger• providing emotional support while helping the operators to reach their monthly service and sales goals• holding trainings to newcomers - product and system training• coaching, training toolkit (creating, maintaining)• administration

𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗮𝘁 𝗮 𝘀𝗺𝗮𝗹𝗹 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗴𝗮𝘃𝗲 𝗺𝗲 𝘁𝗵𝗲 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝘆 𝘁𝗼 𝗴𝗲𝘁 𝗮𝗻 𝗶𝗻𝘀𝗶𝗴𝗵𝘁 𝗱𝗲𝗲𝗽𝗹𝘆 𝗶𝗻𝘁𝗼 𝘁𝗵𝗲 𝗲𝗻𝗱-𝘁𝗼-𝗲𝗻𝗱 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂 𝘄𝗼𝘂𝗹𝗱 𝗻𝗲𝘃𝗲𝗿 𝗵𝗮𝘃𝗲 𝗮𝘁 𝗮 𝗯𝗶𝗴 𝗰𝗼𝗺𝗽𝗮𝗻𝘆.• CRM system management• International Call Center (Hungarian, German, English)• Insight to online marketing

𝗔𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝗽𝗮𝗿𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗶𝗻𝗴 𝗶𝗻 𝘁𝗵𝗲 𝗽𝗿𝗲𝗽𝗮𝗿𝗮𝘁𝗶𝗼𝗻, 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁, 𝘁𝗲𝘀𝘁𝗶𝗻𝗴, 𝗯𝗲𝘁𝗮 𝘁𝗲𝘀𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗹𝗮𝘂𝗻𝗰𝗵𝗶𝗻𝗴 𝗼𝗳 𝗮𝗻 𝗶𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲 𝘁𝗵𝗮𝘁 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝘀 𝗮𝗻𝗱 𝘂𝗻𝗶𝗳𝗶𝗲𝘀 𝗮𝗹𝗹 𝗳𝗼𝗿𝗺𝗲𝗿 𝗖𝗶𝘁𝗶 𝘀𝘆𝘀𝘁𝗲𝗺𝘀 𝘂𝘀𝗲𝗱 𝗮𝗻𝗱 𝗵𝗮𝘀 𝗯𝗲𝗲𝗻 𝗮𝗱𝗼𝗽𝘁𝗲𝗱 𝗯𝘆 𝗼𝘁𝗵𝗲𝗿 𝗰𝗼𝘂𝗻𝘁𝗿𝗶𝗲𝘀 𝗴𝗹𝗼𝗯𝗮𝗹𝗹𝘆. 𝗧𝗵𝗶𝘀 𝘀𝘆𝘀𝘁𝗲𝗺 𝗲𝗻𝗮𝗯𝗹𝗲𝗱 𝘂𝘀 𝘁𝗼 𝗺𝗮𝗸𝗲 𝗶𝘁 𝗲𝗮𝘀𝗶𝗲𝗿 𝗮𝗻𝗱 𝗾𝘂𝗶𝗰𝗸𝗲𝗿 𝘁𝗼 𝘀𝗲𝗿𝘃𝗲 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀' 𝗻𝗲𝗲𝗱𝘀 𝗮𝗻𝗱 𝘁𝗼 𝗰𝗿𝗲𝗮𝘁𝗲 𝗮 𝘂𝗻𝗶𝗾𝘂𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝘀 𝘄𝗲𝗹𝗹.• Team management, support, performance reviews, reporting• Training toolkit and SOK update

• Wide product knowledge including credit cards, debit cards, loans, investments, checking and saving accounts• Sales and service orientated call handling, cross sell, NTB acquisitions, on the spot complaint solutions in calls• Mentoring new colleagues, support my team and supervisors' daily work• Member of O&T VOE team, Hungarian and EMEA CitiPhone VOE