Ensure successful seamless end to end operations for accounts as defined in the contract. Moreover accountable for the coordination and proper execution of all ITIL processes within respective accounts.

- Managing a team of ITIL Change Managers and an external team of coordinators servicing one of the biggest networking and telecommunications equipment manufacturing company - ITIL Change Management Process governance, escalation handling and communication/coordination with account business team and customer business representatives - Ensuring agreed KPI levels - Training new team members - Coaching team members on improvement initiatives - Involved in onboarding of new deals for providing ITIL process management service - Leading cost reduction initiatives

IT Service Management - ITIL - Managing, owning and handling operational activities of the ITIL Change Process for clients in the human resources and financial sectors - Customer facing position – leading communication with the customer on a daily basis, participating in customer service improvement projects - Handling internal and external customer audits for the financial industry - Training technical staff on the ITIL process

- Organizing and optimization of the work process (for more than 100 employees) - Forecasts, planning and scheduling work activities in a contact center - Developing KPIs to measure project effectiveness - Resource planning - Ensuring performance of planned work schedules - Planning work schedules for new projects following customer’s requirements

- Leading a team of 20 call center agents - Providing coaching to team members - Developing scripts for new inbound and outbound campaigns

Outgoing calls to customers for sales of cars, credit cards, insurance, etc.

Debt/Credit Collection