Orit Yerushalmi Email & Phone Number

Tel Aviv-Yafo, Il

Responsible for designing, leading, and managing large-scale strategic projects which support & promote the division and company strategy & goals.Designing & establishing a new training plan for the entire division, producing clear, consistent, and practical training materials, and developing a new training system.Responsible for both direct & matrix management of multidisciplinary teams, building committed & motivated dedicated project teams, anticipating & resolving employee-related issues and delivering complex projects that impact company revenue, on time & budget. Working closely with mid & senior managers to ensure the best personnel match for each project, which will lead to optimal results for the company, the employees, and the customers.

Responsible for managing projects’ entire lifecycle, collaborating with all relevant stakeholders to gather customer requirements, analyze systems & needs, define priorities, and build the project roadmap while taking into account the cost, time, and value of each task. Developing, implementing, updating, and maintaining new & improved work processes for the entire division, aligned with project requirements, industry best-practice, and company strategy & goals.

Managed the team in charge of technicians’ operational success – leading, improving & optimizing the systems, training, work processes & procedures, and employee remuneration and benefits administration.Responsible for employee training & development, managed all employee training requirement in a dedicated tool, coordinated & supervised all mandatory training done by the internal training teams, ensuring all employees mandatory training is done according to rules & regulation, and developed & delivered training in various subjects. In charge of employee performance appraisal, designed & built together with IT a new tool to streamline the process, making sure each employee’s goals & results are reviewed correctly, and they receive the right remuneration.

Promoted by the head of Central Israel Department to operational management role responsible for the improvement, implementation and oversight of all work processes & procedure relating to fieldworkers.Worked closely with the head of Central Israel Department to optimize all ongoing work processes including orders, Installations, repairs, and customer service, to ensure the division’s effectiveness. In charge of managing & resolving public inquiries, reviewing & analyzing each case, finding the best solution, and working with customers and relevant internal stakeholders, to reach optimal results for the company and customer.

Managed & led all aspects related to quality of service within the call center, successfully improving agents’ performance, and raising the level of service across the call center dramatically. Designed & developed service quality work process & procedures from the ground up, including listening & analyzing agents calls, writing new call templates, building & delivering training programs, and implementing new service tools. Professionally managed all call center agents, including defining all service-quality KPIs, conducting employee reviews, building & implementing personal improvement plans.Acted as shift and call center manager when needed, conducting employee briefs, resolving personal & disciplinary issues, and reporting to management.

Providing service, resolving issues, and communicating with business clients in areas of billing, orders, equipment malefaction, general questions, etc. Responsible for client retention, through polite, courteous, and professional service.Working in a highly dynamic environment, with strict KPIs and time management requirements, while performing several tasks at the same time, without hindering the quality of service.

B.A Social Science, Specializing In Psychology & Communication

Nlp Master Practitioner