Itai Gurfinkel Email & Phone Number

Israel

Israel

- Established and managed the customer and technical service in Israel, B2B and B2C (20 representatives and technicians), and supplier management.- Defined and implemented regional processes according to the global ones. - Managed the Israeli service budget.- Project management: from identifying clients’ needs through global interface and vendor management to full customer satisfaction and retention.- Was responsible for conducting customer satisfaction surveys, and implementing strategies for continuous improvement.

Israel

- Managed a multi-channel (phone, e-mail, and chat) customer service, support and sales center (4 team leaders and 70 representatives), which supported over 30K business end users. - Defined the company’s service methods, KPIs, working processes and procedures.- Was responsible for creating service methods, implementing them, and monitoring the company’s top service level. - Managed the company’s knowledge base system implementation project.**End of employment due to the COVID-19 impact on the Israeli market.**

Israel

- Managed the business technical service center (8 managers and 60 representatives).- Constructed and implemented service policies, work procedures and annual work plans. Streamlined processes to meet budget goals.- Set service goals (KPIs, SLAs, etc.), collected data, and analyzed it to improve the service level.- Was responsible for the decrease in customers’ waiting time (by 60%) and callback rate (by 77%). - Handled complex customer inquiries and complaints until satisfaction.

Israel

- Managed the Global IT Support Center, supporting around 10K employees globally. Direct management of 23 employees, and matrix management of dozens of employees globally (USA, Europe, India, Thailand, Far East), and managing local and global suppliers.- Built end-to-end global processes and projects including constructing the company’s NOC, from identifying the needs, through building work processes, procedures, and goal setting (SLA, KPI) to fully functioning service. - Characterized and managed service support information systems.- Managed the operation’s budget.- Member of the division’s executive management.

Israel

- Managed a technical service support center of outsourced contractors, a team of onsite technicians nationwide (~ 20 employees) and supplier management.- Was responsible for providing service of software and hardware, landline and cellular communication, information and audio-video systems.- Established and implemented work procedures and plans. Characterized and performed internal audits to review and improve service.- Managed various projects from the planning stage through decision-making, and goal setting (SLA, KPI, etc.) to ensuring compliance with the company’s goals and customer satisfaction.- Managed and controlled the team’s budget.

- Managed 4 service centers (~20 representatives in Kiryat Shmona, Kfar Saba, Jerusalem and Ashdod), which provided IT service to the Operations division (headquarters and the production floor) and supplier management.- Established and implemented procedures according to various ISO and regulatory standards (GMP, FDA, EMEA and more). - Built the division’s work plans, defined relevant goals, and assured implementation.- Initiated, characterized, executed, and monitored projects such as new systems implementation, communication centers and more.

Master Of Business Administration (M.B.A.), Business Administration

Bachelor Of Arts (B.A.), Computer Science