Noémi Szűcs Email and Phone Number

▪️Monitor the performance of multiple EMEA service partners (SLAs, KPIs) and set up action plan where required, monitor and assure realization of actions ▪️Weekly and quarterly operational reviews ▪️Ensure the execution of service partners' payment on monthly basis for all the activities based on contractual requirements▪️Manage escalations from customer, partner and country▪️Act as the point of contact with the partner for all technical, process or finance related… Show more ▪️Monitor the performance of multiple EMEA service partners (SLAs, KPIs) and set up action plan where required, monitor and assure realization of actions ▪️Weekly and quarterly operational reviews ▪️Ensure the execution of service partners' payment on monthly basis for all the activities based on contractual requirements▪️Manage escalations from customer, partner and country▪️Act as the point of contact with the partner for all technical, process or finance related matters▪️Collaboration with other teams/departments such as Work Order Management, Partner setup, Payment specialists, Supply chain, Planning etc globally to ensure effective operation Show less

▪️Lead and monitor a team of French speaking Customer Service Executives in a contact center environment ( HC 15+)▪️Conduct 121s, performance reviews, coaching meetings and daily team meetings to drive performance, motivate and keep the entire team informed▪️Ensure compliance with company policies, update timesheets and manage schedule change requests▪️Collaborate and communicate with a group of team leaders across the department to ensure proper operation of call center for all… Show more ▪️Lead and monitor a team of French speaking Customer Service Executives in a contact center environment ( HC 15+)▪️Conduct 121s, performance reviews, coaching meetings and daily team meetings to drive performance, motivate and keep the entire team informed▪️Ensure compliance with company policies, update timesheets and manage schedule change requests▪️Collaborate and communicate with a group of team leaders across the department to ensure proper operation of call center for all language support▪️Handle escalations and complex customer cases▪️Create and analyze reports to understand and monitor performance trends in line with customer expectations▪️Collaborate with Training, Quality, HR, Finance, Scheduling team and other departments of the organization Show less

▪️Ensure proper operation of senior team by scheduling daily operational tasks, meetings, trainings (HC 12)▪️ Lead and participated on team meetings, internal calls and client calls▪️ Involved in hiring process of new L1 SD agent candidates▪️ Floor management to make sure all the lines are covered by enough available SD agents and to ensure that issues are noticed and handled in a timely manner (eg. network issues, tool issues) so that SLAs are kept▪️Collaborated with Team… Show more ▪️Ensure proper operation of senior team by scheduling daily operational tasks, meetings, trainings (HC 12)▪️ Lead and participated on team meetings, internal calls and client calls▪️ Involved in hiring process of new L1 SD agent candidates▪️ Floor management to make sure all the lines are covered by enough available SD agents and to ensure that issues are noticed and handled in a timely manner (eg. network issues, tool issues) so that SLAs are kept▪️Collaborated with Team leaders ▪️ Team Leader Pathway trainings (eg. SDI, Assertive communication, Managing cultural awareness, Change management, Meeting facilitation, Networking, Delegation) Show less

◾ Managing complex IT-related incidents escalated from L1 for end users from various countries globally in French and English◾Identifying and communicating high-priority major incidents to relevant resolver groups and Service Desk teams◾Managing service improvement projects globally, ensuring communication with the customer and the Service desk teams, creating and reviewing technical articles, organizing and leading technical trainings◾Creating reports and identifying knowledge gaps… Show more ◾ Managing complex IT-related incidents escalated from L1 for end users from various countries globally in French and English◾Identifying and communicating high-priority major incidents to relevant resolver groups and Service Desk teams◾Managing service improvement projects globally, ensuring communication with the customer and the Service desk teams, creating and reviewing technical articles, organizing and leading technical trainings◾Creating reports and identifying knowledge gaps based on overseeing the incidents frequently recurring on the desk, creating relevant knowledge articles to ensure that the end users can be assisted more efficiently◾ Organisation of process and technical update meetings weekly, presenting technical topics and operation-related reminders, scheduling a team of 70 people each week, ensuring communication regarding process and technical updates, coordinating of a team of 5 people◾Responsible for Access management, coordinating a team of 4 people to ensure that onboarding/offboarding/access maintenance tasks for our team of 60+ people are delegated and managed efficiently, organizing and leading related meetings and trainings, updating process documentation monthly, working closely with the Management team, other departments of the company and our training team◾ Technical floorwalk◾ New joiner trainings, technical trainings globally Show less

- Coordination of team of 12 service desk agents hired in Montpellier for a 3 months project in a matrix-management environment- Overseeing day-to-day operation of the team, making sure that SLAs and policies are kept, dealing with & solving problems, creation of day-to-day schedules- Organizing and leading team meetings and 1-to-1 meetings, providing necessary information to the team on a regular basis- Ensuring training, onboarding and access management - Monitoring adherence… Show more - Coordination of team of 12 service desk agents hired in Montpellier for a 3 months project in a matrix-management environment- Overseeing day-to-day operation of the team, making sure that SLAs and policies are kept, dealing with & solving problems, creation of day-to-day schedules- Organizing and leading team meetings and 1-to-1 meetings, providing necessary information to the team on a regular basis- Ensuring training, onboarding and access management - Monitoring adherence and performance, providing feedback Show less

After completing necessary trainings and presenting my experience during an interview, I was promoted to FLA2.Additional tasks:▪️Access management (creation and maintenance of access trackers, communication regarding high importance access-related deadlines on a team level, related meetings) ▪️Ticket and call quality evaluations▪️New joiner assistance (shadowing, dashboard set-up, adhoc issues, refreshment trainings)

◾ IT support for end users of a French multinational industrial gas company mainly in French via calls, web tickets and chat, based on SLAs◾ Ticket management via ServiceNow, escalation to support teams if needed◾ Backlog management◾ Access management (Onboarding, maintaining accesses)◾ Attending trainings (soft skills, time management, presentation techniques)

◾ IT support of end users of a multinational pharmaceutical company via calls, emails and chat in English and French◾ Ticket management via ServiceNow, escalation to support teams if needed◾ Incident management◾ Backlog management◾ Onboarding and Security Representative (access management, on- and offboarding, conference calls)

◾Helping and monitoring compliance with dormitory rules◾Shaping and monitoring the life of student community in accordance with the unified norms◾Providing information regarding the dormitory's events, rules, important updates, answering questions, especially to international students but also hungarian students, managing Facebook group ◾Monthly room checkings, supervising events◾Coordination of moving in and out of the dormitory◾Working together with a team of inspectors… Show more ◾Helping and monitoring compliance with dormitory rules◾Shaping and monitoring the life of student community in accordance with the unified norms◾Providing information regarding the dormitory's events, rules, important updates, answering questions, especially to international students but also hungarian students, managing Facebook group ◾Monthly room checkings, supervising events◾Coordination of moving in and out of the dormitory◾Working together with a team of inspectors and the Student Council Show less

Organocatalysis Research Group◾ Started as an intern for 2 months: prepared model compounds for further studying certain rearrangement and fragmentation reactions. ◾ Thesis: I started my thesis research titled 'Preparation of anisole derivatives as platform compounds for fragmentation-based synthesis of aldehydes'. ◾ Continued this research for 2 month after finishing my thesis.

Running tests on water samples from swimming pools and ground water◾ classical analytical chemistry◾ electrochemistry◾ spectrophotometry