Managing b2b partnerships globally, rolling out and implementing new SaaS products for online visibility and WiFi. Different integration types: stand alone dashboard, iframe, single sign on. Managing planning and launching of (email)marketing campaigns, delivering product training and technical support in English and Dutch. Working closely with partners' and customer needs, internal reporting, operations OKRs, working closely with development, finance and Sales.

Trouble shooting technical issues on the platform amd testing environment before flagging to development, providing fixes and workarounds, internal communication and technical training, Jira, webhooks, open api.

Position: Team Lead, Global Point of Contact Incorrectly logged calls, Dublin Point of Contact Hotel related workflowsTeam Leader- Leading a team of 18 Process Executives for Russian locale (Experience in leading Russian, Dutch, French and Belgium locales, up to 30+ people) - Ensuring SLA’s (quality, productivity, ETA’s) are met by team: - Calculating and assigning the daily/weekly tasks - Analysing team and individual statistics- Tackling underperforming within team- Reporting to Team Managers and Service Delivery managers - Monitoring and approving leaves, absences and compensation plans- Tracking and correcting the teams billable hours on 15 min precision- Responsible for sanity checking monthly competitive bonuses- Data analysing and reporting using Google Sheets and customized internal dashboards. - First contact for HR and payroll questions raised within the team. - Training new leads on taking interviews - Performing investigations on performance issues - Motivating team and organising team engagement while working from homeDublin Point of Contact for Hotel Amenities - Monitoring and reporting on SLA’s for Dublin site (up to 14+ locales)- Communication on site and global level- Installing PoA’s on team and site level, tackling day to day challenges- Responsible for successfully rolling out new tools, workflows and targets Global and Dublin Point of Contact for Incorrectly Logged Calls - Monitoring and managing the weekly global reporting for Dublin, San Jose, Hyderabad, Tokyo and Kuala Lumpur. - Responsible for reporting and communication to stakeholders - Handling queries from site POC’s- Successfully implemented a new global Incorrectly Logged Calls policy- Point of contact for any related tool and reporting issues in Dublin and globally- Assigning and monitoring incorrectly logged call data to Dublin leads for review- Delegating data asks, issues and improvements to Analytics team

Process Executive | Quality Controller | Meta Quality Controller | Country Knowledge Consultant | Call Coach Dutch market

www.marlisvannunen.com

Technical assistant secondary education. Organizing practical classes and workshops for scientific courses | safeguarding pupils safety | maintenance of materials and chemical stock | Developing new study materials | Working in a team | responsible for own time management