Robert Brunner Email & Phone Number

Hettenleidelheim, Rp, De

Kaiserslautern

- Managing Customer Escalations - Resolving complex problems in a Media Asset Management world- Developing complex solutions for all customer needs- Hot sites Management- Working in Virtual Teams- Scrum - Support Management

Kaiserslautern

Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

- Managing Customer Escalations - Resolving complex problems in a Media Asset Management world- Developing complex solutions for all customer needs- Hot sites Management- Working in Virtual Teams- Scrum - Support Management

Software Developer, Broadcast Support, Team Lead, Virtual Team Management, 2

Software Development and Customer Service

Fachabitur, Informatik Und Automatisierungstechnik, 2

technical diploma in computer science and programming

Sekundar Abschluss Ii

secondary school leaving certificate