Maria Kin Email and Phone Number

Manage the daily activities of the Customer Care staffCoaches, counsels and trainings for staff to improve effectivness in order to provide the highest level of customer careManage projects, setting long term goals and development plan for the departmentCollect data and prepare reports for CCC manager, BUs and Global teamWork with internal teams (Logistic, Service, Commercial control, Finance, BUs) in order to build strong collaboration between our departmentsFollow up on monthly basis NSS-CCC comment analysis and create action plan to improve situationDrive efficiencies in department by identification of process gaps and bottlenecks at a Customer level and implementation correction actionsParticipate in BU Customers' conference and present CCC activitiesParticipate in Customers Experience Dayes in different SE offices to collect Customers' voice and share CCC activities for internal regional employees

Analysis and optimize CCC processes on organization and system levelsDevelop, design and deploy new business processesPrepare and update working procedures and instructionsCreate learning area for staff growthDesign systems for analysis efficiency and monitoring daily CCC activitiesCCC branding; internal and external communicationsIn parallel SAP Key user (SAX & OEX clusters) - daily support for end usersTrainingsLead diffrent projects (optimization area, development area and etc)Part of SAP deployment project