Serves as primary communication link between customers and Vishay Foil business team. Customer Support through the stages from developmental maturity including inquiry, offer, order processing with the goal to secure the highest level of customer satisfaction with awareness of business elements.

- Availability for team, answering questions, general support and guidance- Monitoring CMS (calls waiting/abandoned/staff in aux periods)- Monitoring Ticketing queue- Schedule Adherence (arriving on time/breaks/lunches)- Provide feedback to supervisor on staff performance and improvement needs- Daily shift reporting- Ticket escalations- HelpDesk Announcements/Outages - RFC (Change Requests) and IT Bulletins (review/drafts and sending)- General Ticket observation/checking- Review and Approval of Specialists Leave Requests for respective shifts- Backup Coverage: Phone coverage / Tickets / Mailbox handling / Expedite handling of Priority and VIP tickets waiting in the queue- Handle Cherwell Maintenance (ticketing system) tickets- Miscellaneous Projects/Duties, as assigned and needed - Process improvement / Knowledge Base enhancements and implementation of new processes- Employee screening for hiring / interviewing for language and skills probing

First point of contact for all HelpDesk related concerns for admin and ITAdministrative duties include IT on-boarding of new hires, termination processing, account creations for email and other SW applications, hardware and software procurement for individual users, E-mail and log-in account creations, Active Directory management, funds reallocationIT related concerns involve troubleshooting of laptop or PC, granting access to Grace intranet sites and other software apps, password resets/ account creation for SAP as well as analyzing SAP concerns for proper escalation procedure, on site issue escalations to site support and other applications teams, VPN connection management, ipass and AirCard mobile VPN access to local Grace network. Mobile troubleshooting for MobileIron on Apple and Android devices. Other non-client related tasks are back-office creation of knowledge base articles for team

Development duties:The position officially states Bilingual Representative, but I was responsible for setting up the account together with my teammate.Create training modules, translation of handbook from English to German, modify work processCreate process flow for e-mail support and develop process flow for start-up phone supportWeekly reporting to head office in San Francisco, USA with updates on developmentsDaily tasks:Provide customer service to German Speaking clients via e-mail support for navigation through a service website.Help customers by resolving all their problems and issues

Job Title at my Outsourcing Company with management duties under the Product Sourcing - Renewals - Team Lead umbrella for the client which was Insight.Under this title, I had monthly meetings with the Director and CEO of the outsourcing company for status reports on the account.

Management Duties:- Train new hires- part of recruitment for team (conducting interviews and screening potential candidates)- Ensure all members of the team match criteria placed by client (entire team consists ofmultilinguals!)- create daily statistics based reports on team performance and individual performance- assist team with questions they have on work- create process manuals according to changes from client- monitor team on speed and productivity- ensuring timely completion of work and ensuring 100% quality- monthly meetings Product Sourcing Manager - weekly team meetings- occasional corporate travel to Munich, Germany for Client meetings and additional trainingDaily duties:Key Tasks and Responsibilities for Insight Technologies Solutions GmbH:- Deal with all Product Set Up Requests (Renewals) across EMEA in accordance with set SLAtargets- Respond to product data inquiries in required time frames- create and maintain product data accurately- negotiate pricing from suppliers and source cheapest supplier- Create / set up new suppliers on company data system, ensuring to adhere to the T&C's- develop and maintain strong working relationship with vendors and internal partners (suppliers)ensuring most current product information is proactively entered/maintained in internal database- complete special projects as assigned- deal with all pricing tenders- provide program and product info based on vendor license programs

 copy-typing, document editing, document formatting, mark-up documents, data encoding on excel sheets, proof reading of documents, creating documents as requested by clients in both English and German voice file transcriptions in English and German PowerPoint Presentations client correspondence via e-mail on a daily basis in both German and English some translation for Baker & McKenzie internal purposes only special projects: “self marketing project for the German Teams of Manila” assigned to me wherein I created a concept and PPT-Presentation that was transferred into the European Baker & McKenzie website