Gábor Szafner Email & Phone Number

Budapest, Hungary

Budapest, Hungary

-Taking responsibility for the team's KPIs-Analysing SLA breaches an working out action plans to maintain KPIs-Regular and ad hoc reporting-Attending client calls-Incident handling and overseeing escalations-Participating in the hiring and onboarding process-Organizing, overseeing and conducting trainings-Providing regular feedback to agents-Creating schedule and securing business continuity

Budapest, Hungary

I was the Team Leader of the Hungarian and later Austrian HUAWEI Technical Support Team. My teams consisted of 17 L1 agents, a Quality Analyst and a L3 Complaint Handler. My teams' task was to provide technical assistance for HUAWEI customers on hotline, chat, email, social media and various other platforms. I have experience in managing teams both on-site and remotely.My main responsibilities were:Regular tasks-Monitoring and and working towards reaching our KPIs. (SL, CSAT, FCR, NPS, NFCR, Quality)-Analysing low score cases, and come up with action plans in order to increase scores in cooperation with QA, L2, L3 and the L1 agent.-Compiling daily, weekly, monthly and ad hoc reports for my managers and the client.-Attending daily meetings with the client to review team performance and improve it.-Creating the schedule of my teams, reallocating resources when needed between shifts and channels.Performance evaluation-Evaluating the Agents' performance on a weekly-biweekly basis and set SMART objectives for them, then follow up their progress.-Regular and and-hoc feedback sessions with agents, which were documented, reported and re-evaluated.-In case of repeated low performance, it was my responsibility to start disciplinary actions through various levels.Training-Organizing team meetings with agents on various topics that had to be addressed urgently.-Helping the client in organizing product trainings.-Providing constant feedback and training for agents, especially newcomers. This included technical, product and soft skill mentoring, shadowing as well.-Quality control of escalations.Recruitment-I took part in the recruitment process by pre-filtering applications and conducting interviews in co-operation with Human Resources.Process optimization-Participated in expanding the scope of our supported products and communication channels.-Participated in optimizing processes, documenting them, training the team to implement them.

Bucharest, Romania

Main responsibilities-Scheduling employees, reallocating resources based on volume.-Regularly checking (or delegating it) the state of the technical equipment of the business.-Fixing equipment or ordering new equipment when needed.-Representing the company on trade shows or business trips.Training-Compiling training materials for support staff (technical and softskill) and conducting the trainings.-The company was in cooperation with a small IT firm that was creating its own streaming software. I provided consultation in tailoring the software for customer needs, and helped creating guides, wiki pages for its use.Recruitment-I was conducting interviews for new hires

Luxembourg, Luxembourg

Here my main tasks were advising the Hungarian Account Manager Team, and in close cooperation with the newly formed Support Quality Assurance team, optimizing processes.Main tasks-Keeping close contact with key partners of the company, registering their requests, issues and forwarding them to the PM team and upper management.-Visiting trade shows on a regular basis, representing the company in front of its key partners in meet and greet events, or formal meetings.-Accompanying the CEO and product owners of the company on various meetings worldwide.-Regularly visiting the Budapest office to meet with the local Support and Account Management Leaders, relaying the business requirements of the Luxembourg HQ, training Team Leaders.Training-One of my responsibilities was organizing and conducting seminars for users, key partners of the site, on how they can maximize their revenue using our services, informing them about new and upcoming features and their benefits. This included hosting them in the Luxembourg or Budapest office, or visiting them in their offices with the account managers.-Assisting the Support Quality Assurance team leader to train the newly formed QA team regarding business requirements.-Creating, maintaining knowledgebase articles in Confluence.-Creating WIKI pages for the websites we maintained.-Creating newsletters of new features, ordering visuals from the Designer Team, consulting with the PMs.Co-operation with the Project Management Team-Using the feedback from customers or the upper management, I regularly participated in PM meetings, where my main responsibility was to give user feedback on site functions, brainstorming with PMs on how to improve our services.-Actively participating in the invention on the website's loyalty program; making proposals on its Terms and Conditions, communication, visuals on our WIKI pages.Process optimization-Co-operating with QA team on how to streamline support workflow, define KPIs.

Galaţi, Romania

Still remaining in the domain of online streaming, I moved in Romania where I got the General Manager position in a small streaming company.Main responsibilities-Scheduling employees, reallocating resources based on volume.-Regularly checking (or delegating it) the state of the technical equipment of the business.-Fixing equipment or ordering new equipment when needed.-Representing the company on trade shows or business trips.Training-Compiling training materials for support staff (technical and softskill) and conducting the trainings.-The company was in cooperation with a small IT firm that was creating its own streaming software. I provided consultation in tailoring the software for customer needs, and helped creating guides, wiki pages for its use.Recruitment-I was conducting interviews for new hires

Luxembourg, Luxembourg

Having moved from Hungary to Luxembourg with the company HQ, I continued my career at Docler Holding as the Department Leader of Technical support.Regular tasks:-Organizing the workflow of 5 technical support teams, consisting of about 30 people.-Handling complex disputes coming from our customers, including analysing the cases, compensating customers, or further escalating the cases.-Regularly attending meetings with Project Management and Upper Management.-Evaluating the performance of the 5 teams and giving regular feedback to their Team Leaders.-Handling paperwork regarding absences, schedule reporting, sick leaves, holidays, etc.-Creating regular and ad hoc reports for the PM team and upper management.Process optimisation-Based on the request of the upper management, I was actively participating in mapping and optimizing the processes of the support teams. Our goal was to cut handling time, re-establish the escalation process and reporting.-With the co-operation of the Team Leaders, it was my responsibility to implement new processes, organize trainings for the agents.-Creating, maintaining knowledgebase articles in Confluence.Recruitment-I participated in the hiring process by attending interviews for support roles

Budapest, Hungary

My responsibility was to manage a 6 people technical support team in order to answer customer enquiries and solve highly time sensitive technical issues. We provided support in various languages 24/7 in email and on chat. We were providing support for online streamers, therefore their technical issues had to be solved on the spot, as they were losing revenue with every moment spent offline.Regular tasks-Scheduling agents on a monthly basis.-Make adjustments to the schedule in order to reach our KPIs.-Reallocate resources between shifts and tasks when necessary.Training-Organizing or requesting trainings based on agents' needs-Allocating mentors next to new hires or mentoring, shadowing them myself-I organized and conducted a large scale technical training series for the whole department. This included setting up a training room with necessary equipment, installing software that would be needed during the training. Also I compiled a set of theoretical and practical tests for the participants, in total for about 30 people.-Creating WIKI articles for customers on how to use our products successfully.-Creating Confluence articles for agents regarding our processes, knowledgebase, then occasionally update, clean articles.Complaint handling-In case of client disputes it was my responsibility to analyse cases and user history. Based on my findings I was authorized to offer monetary compensation to customers.-In case of more complex cases my task was to collect the information about the case, and escalate it towards Risk Management, System Administrators, Project Management or upper managementMonitoring/Reporting-Since we were working 24/7, it was my responsibility to monitor the website's server performance and notify the developers on duty in case I noticed a crash or other issues.-Creating hotline cases immediately and notify respective departments in case of site issues.-Create bug reports in JIRA.