• Responsible for the strategic planning, management, and execution of all Customer service operations, consisting of various teams across two different offices in the business of vehicle relocation.• Management and leadership of processes for continuous improvement of the customer experience, cost management practices and implementation of operational improvements• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development• Development and implementation of business growth projections, staffing needs, budget allocation and cost-efficient management across the offices and the department• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance• Ensure achievement of Service Level Agreements (SLAs) across aligned Operations teams• Regularly report on all department metrics concerning client issues, revenue gains and losses, performance statistics, administrative services, and compliance matters.• Develop and maintain an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision• Provide strong, dynamic leadership that mentors, develops, and guides team members to achieve customer service excellence and operational efficiency

• Managed various client service teams of network engineers in different technologies on deployment of network solutions and meeting service level agreements(SLA)• Established short and long term goals for key performance indicators, provide actionable data and reporting to guide team achievement of the objectives• Performed corrective and preventative actions ensuring customer’s needs are satisfied. Directed, planned and implemented a comprehensive support system designed to improve Associate productivity and increase customer satisfaction• Managed scheduling, prioritization and timely completion of incidents, service requests and projects through coordination and escalation with other IT unites• Maintained centralized policy and procedures (SOP) documentation and process flows for the function and controls for the department and team• Acted as a focal point for customer escalations• Budgeting Functions – provided input to IT budget/forecast and cost reduction• Ensure staff complies with IT policies and procedures, especially those for quality and security standards that enable the team to meet established client service levels.• High level reporting on team performance, areas of improvement, root cause analysis and actionable items on continues customer service improvement

•Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources•Assume responsibility for the results (KPI’s, SLA’s) of your assigned product teams, including adherence to all support delivery processes•Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions•Drive and support the implementation of center wide objectives•Work with technical team lead and team managers to identify and address issue impacting team performance.•Understand and report on assigned team metrics, performing root cause and developing action plans to address issues.•Ensure appropriate resource scheduling across your assigned product teams.•Closely monitor client satisfaction results of assigned product teams ensure appropriate actions are quickly implemented to address client concerns•Provide backup coverage for team managers when requested•Recommending innovative ways to improve productivity and reduce costs•Analyze data & perform a thorough Root Cause Analysis•Take new actions within & across teams, to improve quality and share best practices•Collaborate across multiple teams for process improvements and standardization•Act as a catalyst to drive adherence to all aspects support delivery processes•Other duties as assigned, including support center level responsibilities

• Focus on Quality of Service provided by Shift• Answer phone contacts promptly and professionally and ensuring delivery of Phone SLAs• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources• Responsible for process adherence of all team members• Monitor the Wallboard for any calls waiting and adjusting the team members skills based on the business need• Send summary at the shift end covering the workload and if there were any issues concerning the work related systems• Preparation of various reports in Excel regarding the working process within the team and making analysis and forcecasts• People management• Ensuring adherence to company policies and procedures.• Dealing with escalations from customers during the Shift• Preparing monthly Shift Schedule • Role of a Backup Team lead

Assisting customers and providing them with problem resolution regarding various issues related to their corporate computers, mobile devices, peripherals, networks, accounts, and different types of software. The support is provided in both German and English and is distributed trough various communication channels - e-mail , chat , telephone.