Timea Kovacs Email & Phone Number

Madrid, Community Of Madrid, Spain

Madrid, Comunidad De Madrid, España

As an Escalation Manager, I have played a pivotal role in enhancing customer experience and operational efficiency. My responsibilities have significantly expanded beyond traditional escalation management, encompassing a wide array of strategic, analytical, and operational tasks. Key achievements and duties include:- Day-to-Day Workflow Review and Improvement: Spearheaded the analysis and optimization of daily operational workflows, resulting in improved efficiency and reduced response times.- Data Analysis and Reporting: Conducted in-depth analysis of customer and business data, correlating these metrics to identify trends, improve service delivery, and provide actionable insights to leadership. Implemented a data-driven approach, utilizing key metrics and KPIs to continuously monitor and enhance support team and individual performance. - Post-Mortem Leadership: Led comprehensive post-mortem reviews, coordinating cross-functional teams to identify root causes of issues, implement preventative measures, and promote continuous improvement, minimising service disruptions.- Operational Responsibilities: Including engineering workflow planning and development, enhancing ticketing system, improving both internal and external user experiences. Documented our SLAs in playbooks for Customer Success, Support, and Engineering teams. Implemented automations to integrate SLAs into our internal ticketing systems.- Stakeholder Communication: Delivered monthly/weekly reports on ticket rates, case classification, and business data to leadership. - Strategic Initiatives: Led efforts to integrate customer data with broader business metrics, driving strategic initiatives and facilitating data-driven decision-making across the organisation.- Collaboration and Cross-Functional Coordination: Proactively drove escalations to guarantee visibility, traction, and swift resolution, while prioritising the amplification of the customer's voice throughout the escalation process.

Barcelona, Catalonia, Spain

Lead a team responsible for all cloud Partner on boarding, activation and support escalations, within a quickly growing Cloud Partner ecosystem - Ensuring multiple levels of support are delivered within set SLA targets- Assisting in the creation of new processes and procedures- Reporting and creating content for weekly and monthly business reviews - Support specialist team created to provide white glove approach to Cloud Partner onboarding- Ensuring the team maintain high quality service- Workforce management

Barcelona, Catalonia, Spain

- Manage and monitor the escalation team queue ensuring that the escalations and requests are answered within the SLA- Identify trends and establish a needed cross functional incident resolution process- Participate in across vendors teams meetings and meetings with Google stakeholders - Monitor the work queue and prioritize accordingly - Train and provide all necessary support to escalation specialists

Barcelona, Catalonia, Spain

- A technical point of contact for different tiers of agents - Advise team leads and/or quality analysts about preventive measures- Working with other internal teams to flag any gap in processes, guidelines or workflows- Review a correct case handling and technical aspect of flagged tickets

Barcelona, Catalonia, Spain