Processing of customer enquiries for the P&C (Platform-to-Customer)& B2C (Business-to-Customer) platforms in German, French and SpanishComplaint management in German, French and Spanish language- Return label creation and dispatching - Billing enquiries and clarification of individual technical questions for smartphones- Accounting department Support

- First level support/Ticket creation for second & third level (no remote maintenance)- Four-language support (English, French, Spanish and German)- Customer satisfaction: Review of solution/solutionprocess (by telephone)- Translation of software terms (Certus Software & Certus Erasure Web Manager)- User administration & template creation (CRM-Software Salesforce)

- Managing vendor accounts and assisting team members in the daily activities- Communicating with vendors in order to discuss numerous aspects of business with Amazon- Managing vendor products via their catalogue and information displayed on the Amazon website- Vendor support through Email, Outbound calling in English, German, French and Spanish- Resolving multiple issues such as non-compliances & transportation and especially chargebacks- Overseeing purchase order, stock and inventory management activities

- Konfiguration of Mobile Data Entry Devices- Generating reports for second level technicians (Assyst - Ticketing)- Troubleshooting: EC-Cash Devices and cash register (Thales, Hypercom, Ingenico, Casio & NCR)- Reporting technical requests for the second level support

- Order hotline (Inbound)

- Acquisition of new retail and business partners in Europe.- Informationresearch on commercial, industrial chambers and associations.- Preparing and consulting in order to prepare a business trip to Trutnov (Czech Republic).- Documentation of internal business processes.

In my service management reporting role my actions directly impact the information provided to the First and Second Line Management. The awareness of the Global Delivery Framework approach for daily work was my key to success.Preparation of the Delivery Quality Indicator, Managing on Duty requests for the Delivery Center in Brno and in Székesfehérvár and - not to forget – to create key performance indicators for the International Marketing Team France. Quality is recognized as a fundamental component of the value customers receive from IBM. Using measurements to drive continual improvement in quality and in customer satisfaction make these KPI’s and Value Stream Maps important.- Generating, Distribution and correcting reports for conferences- Manager on Duty requests for Brno (Czech Republic) and Székesfehérvár (Hungary) - Audit request: Control and follow up of documentation- Creation of Key Performance indicators and Value Stream Maps

Dedicated supporting activity to 38 customers with linked work field of applications, database administration, Operating systems of Windows, Linux and Unix:- Investigating and providing of relevant outages- Preparing daily reports for production teams and first line managers- To revise changes

- Help Desk Provision- Break Fix- User Administration via MS Windows 2003 Server- Software Distribution via Tivoli Tools or MSSM Portal- Tivoli Remote Control