• Monthly team Coaching / Quality Benchmarking / 1-2-1 sessions / Monthly team meeting (16-20 team members)• Daily team management, supervision and general floor management• Appraisals / probation meetings / KPI bonus meetings• Return to work/attendance/timekeeping meetings (absence/disciplinary meetings). Internally accredited to act as an HR presence on 1st level absence meetings supporting other Team Leaders• Managing team and individual development plans and actively drive career development• Act as an external or internal customer liaison• Daily intraday management including resource planning (incl. creating rotas for the department)• Role in taking the department through vast growth and assisting the operations management with the resulting challenges (influencing attrition & attendance, recruiting strategy, attending high level conference calls for senior management, training up new team leaders etc). • Rcruitment of staff by interviewing internal/external candidates as well as recruitment assessment days. • Acting as a subject matter expert for the department for various things such as leading the monthly benchmarking calibration session for all Team Leaders, driving forward the project for a new intranet & forum for the department and a company wide award & recognition scheme.

• Core duties included analysing call drivers and responding to agent requests for the HTC technical support call centre and use this information to create the necessary guides/articles in the system available for all the call centre agents to use when dealing with customer queries• Creating knowledge for any new devices before release with the aim that all guides/articles will be available to the call centre by the time the agents get their first call about it (onboarding process)• Interaction and ad-hoc coaching with call centre staff and acting as focal point for any technical/process queries• Delivery of internal knowledge testing (including feedback and coaching with all agents in the department)• Act as Vodafone 360 forum moderator checking quality of agent responses before posting in the name of Vodafone. This also included posting official service announcements in the name of Vodafone and updating the Twitter and Facebook accounts for Vodafone. Also included email support in both English and German• Liaising with Vodafone Europe (including visits to London, conference calls, chats with web site developers to drive the project forward)• Role as Vodafone 360 Ambassador: Dealing with various European Vodafone operations as they were escalating 3rd level cases to us. This included going to Germany and training their managers/trainers on the subject while also aiming to better the communication and optimising processes which was achieved and kept up afterwards through weekly conference calls with their management/operations.

Prüfen von Kostengutsprachen und Vergütung von Rechnungen für stationäre Spital- und Kur/Rehabilitationsaufenthalte.

Diverse Abteilungen bei der ÖKK (Xundheit) Luzern inklusive Buchhaltung, Verkauf Firmenkunden, Leistungsvergütungen (Unfall / Taggeld / ambulante & stationäre Leistungen) und Logistik