Tomas Heinz Email & Phone Number

• Managing global outsourced support centres and consumer support• Focusing on Norton Services operations with product portfolio consisting of subscription based products • Managing projects• Accountable for cintact centers performance management• Budget and building contact volume forecasts• Contract management• Developing long-term operational strategy, change management and driving continuous improvement of agent flows, customer experience and business processes• Responsible for managing the relationship with the outsourced vendors• Driving multiple projects and technology implementations

• Managing NortonLive Services operations at 3 outsourced contact centres in EMEA and LAM regions• 3rd level support• Analyse, reproduce, report and drive solutions for technical Norton customer issues in EMEA/LAM region.• Managing projects related to NortonLive Services operations in the region, e.g. launching new services, implementation of a new services support desks at contact centres, • Driving launch readiness for various regional projects • Project Manager for Salesforce.com CMS and CRM launch in EMEA/LAM operations• Responsible for building multi-language skilled teams at 4 contact centres in EMEA and LAM region for delivering NortonLive Services• Creating processes for services delivery and related training material, delivering the training onsite or remotely• Working with internal cross-functional teams to ensure optimal NortonLive Services customer experience and high quality services delivery with excellent customer satisfaction• Driving various operational projects to improve KPIs performance such as Customer Satisfaction, First Contact Resolution, Net Promoter Score, Average Handling Time and overall efficiencies

• Product specialist for Symantec consumer products such as Norton Antivirus, Norton Internet Security, Norton 360, Norton Ghost, Norton Utilities or Norton SystemWorks• 3rd level support • SME for threat security landscape and threat detection and remediation techniques• Responsible for supporting in-house teams - Sales & Marketing, PR, Legal, Brand Protection, Localisation, Web content developers on the customer queries & issues• General liaison between EMEA & LAM contact centres and global product support team, localisation teams, global and regional product management teams• Focus on customer experience, building regular reports of support contact generators and KPIs, identify customer and contact centres needs• Building processes and procedures to assess and improve the quality of support• Project management, broad experience with new vendor implementations

• IT infrastructure project management of new ASUS plant in Ostrava-Hrabova. Deploying new IT & Phone infrastructure.• Administrating Win 2000 Servers, MS Exchange, VPN solutions, Wireless, internal PC users support.

While still studying at university, I started to run my own business with computer hardware retail, Internet cafe, IT outsourcing services for small business and consumer support.

• IT department supervisor; administering network with Novell Netware 5, Windows NT/2000, Linux, Lotus Notes, FoxPro, MS-SQL, WinBase.• Developing global IT infrastructure for Fire Department of the Czech Republic• In-house user IT support