Roey Katz Email & Phone Number

Israel

Responsibility for developing, defining & monitoring service procedures, policies & processes in a Global & Local level to provide the most efficient and effective workflows to support CS functions with resolving customer issues & constantly improve service processes quality, efficiency and customer experience. Building defining & implementing global service & soft skills training plan, from defining, conducting and oversee the implementation of annual service workshops, up to monthly service knowledge routines and CX global forums aiming to constantly improve service awareness & customer satisfaction.Develop & define the CS process flow, KPIs & measurement needs for CS systems, work with the countries & different organizational functions to analyze current processes & define new local & global processes, support the implementation of CS systems in the different countries during & after Go Live

Israel

External Consultant for a global project of implementing Contact Center systems in a major global company: Defining work processes & required developments needs for the CRM systems, defining KPIs, management reports and training plans, examining, improving and adapting the existing work processes to the new service system and the supporting CRM systems

Israel

Leading Cellcom's roaming marketing activities & responsibility for all revenues generated from Cellcom's services abroad, responsibility for marketing planning & execution, Managing the full life cycle of the product/service: pricing, product budget, service packages, development of new products, services & join ventures (from product initiation, pricing, specification and up to workflow definition), Matrix management of for large number of interfaces in the company, to implement cross-organizational processes.

Israel

Leading Cellcom's technical services marketing activities & responsibility for all revenues generated from Cellcom's technical services, responsibility for marketing planning & execution, Managing the full life cycle of the product/service: pricing, product budget, service packages, development of new products (from product initiation, pricing, specification, up to workflow definition), Matrix management of for large number of interfaces in the company, to implement cross-organizational processes.

Israel

Lead and manage Cross-organizational service projects (from project initiation, setting project objectives, building a work plan schedule, ongoing task management, teamwork and steering committee management, defining supportive work processes while synchronizing multiple different interfaces.

Israel

Direct management of Cellcom’s senior service team (12 employees), setting, monitoring & managing business KPIs for the team along with setting personal development & performance targets of the employees to lead the team to a complete fulfillment of the company targets.

Bachelor'S Degree

Master Of Business Administration - Mba