Veronika Smitzer Email & Phone Number

I aim to use my experience in project management, reporting, planning, analysis and call center technical supporting that I got in IVR menu edit, in workforce management, in cost calculations and in process management at Customer Care of Telekom Hungary. I have learnt Jira management for custom software development and service desk.I am happy to lead a team if that is my role. I would like to use and improve my English knowledge as well. I am looking for new opportunities.Main ResultsI understand and love using Jira for work together in a teamwork to solve a problem. It can be a custom development or a solution to a Customer / Partner need. Using Jira results in transparency and traceability. Jira combined with confluence is a useful project management tool.I believe: Customer trust is not easy to control in software development. In addition to persistence and paying attention to the client's needs, expectations must be exceeded, and all this must be done efficiently so that this work is commercially worthwhile for the developer as well.Strategic planning for the workforce: I and my team made regular reports, created plan-fact analysis and made proposals that represent the entire Contact Center, supporting executive decisions and implementing projects.In our plan of sales / care activity, we took into account seasonality, weather conditions, marketing activities, factors of market change, the effects of the incentive scheme on agents and the outstandingevents what we identified during the analyzes and acquired our information. We proposed new unique solutions, but also to transfer agents to sales campaign or to modify procedures.Participation in development projects: We launched a Forecast application to automate calculations for anticipated transaction numbers of Customer Service, the number of call center agents and shifts needed, along with the required service level, in multi-channel, on annual, monthly, daily.Alignment of planning assumptions: We discussed our forecasts with partner organizations and operational areas on a regular basis, further refining the plans.In cooperation with our Suppliers and the internal Reporting Team, we was working on improving a planning methodology.Good leadership skills: I am proud that my team, despite the hard work, came to work with pleasure and there were the results in quality. I worked instinctively to develop team collaboration, with using my organization skill, my planner skill and my experience.

Listed skills include Event Planning, Data Analysis, Analytical Skills, Contact Center Management, and 4 others.