Manuela Linca Email and Phone Number

* Take part in the policy formulation of the company, especially as it affects the area of service delivery* May be solely in charge of delivery service planning but subject to evaluation and approval* Ensure that policies and plans formulated are in line with the organization’s goals* Ensure that policies formulated are fully implemented to achieve policy objectives* Assist in hiring and training the members of the service delivery team* Educate the members of the service delivery team on new policy plans and implication on service delivery* Assess the individual and collective performance of the team members* Recommend team members for reward, which could be praise, financial, or material incentive or promotion* Organize and head meetings with the service delivery team* Prepare periodic reports and present such reports to the senior management* Attend important meetings on behalf of the service delivery team or appoint representatives* Make recommendations for policy or technological change* Collate data and information on client satisfaction, inquiry, and complaint* Develop new strategies to maintain or improve on the quality of service delivery* Develop strategies to increase profit and minimize cost incurred on service delivery* Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.* Attended staff and client meetings and served as liaison to manage operations for account.

* Take necessary actions to prevent incidents from happening as well as minimizing the impact of incidents that can’t be prevented.* Identify, prioritize and assign responsibility for problems and then manage them through the entire process to solution.* Created and managed a knowledge base to maintain the information about known errors and workarounds for the service desk and self-service portals to use.* Reporting on problems status to the customer and higher management and held meeting with counterpart from customer side in order to speed the resolution process.* Held meetings with HQ based on the current problems and align on their resolution via the change management process.* In charge of outputting the RCA (root cause analysis) report for high priority incidents and align with the engineers and customer based on it.* Preventing issue recurrence* Minimizing business impact of incidents* Ensuring resources are aligned with the highest-value opportunities

* Identified issues, analyzed information and provided solutions to problems.* Resolved incidents, improved operations and provided exceptional service.* Resolved Service Requests, improved operations and provided exceptional service.* Keep a close relationship with the customer and support them in order to fix any incident which might occur.* Improve monitoring for the responsible module and set up in place documentation for Front Office team and new colleagues.* Work closely with the incident manager in order to respect the SLA /KPIs of the project.* Handle with urgency the high priority issues and provide timely information to the customer.* Supported related changes for the responsible module and keep close connection with HQ.