Victor Beute Email & Phone Number

Krakow Metropolitan Area

Krakowski, Małopolskie, Poland

> Managed Customer Care globally, a service desk with 100+ people spread over 5 locations (Schaumburg, USA - Reynosa & Juarez, MX - Penang, MY - Krakow, PL)> Responsible for our Channel Partner Program (onboarding, data management and partner help), Self Service Support incl. our Learning Portal, Marketing Leads Generation, Front Office Technical Support & Repair Support > Site leader for our organization CMSO (Centralized Managed and Support Operations), part of the Motorola… Show more > Managed Customer Care globally, a service desk with 100+ people spread over 5 locations (Schaumburg, USA - Reynosa & Juarez, MX - Penang, MY - Krakow, PL)> Responsible for our Channel Partner Program (onboarding, data management and partner help), Self Service Support incl. our Learning Portal, Marketing Leads Generation, Front Office Technical Support & Repair Support > Site leader for our organization CMSO (Centralized Managed and Support Operations), part of the Motorola Solutions' Krakow Leadership team> Responsible for external audits for CMSO - ISO9001 and ISO 27001> Set up a 24/7 Technical Front Office (Follow-the-Sun) using our teams in Penang, Krakow & Reynosa > Restructured our USA operations to drive End-to-End ownership> Enabled our customers and partners for Self Service North America, EMEA & APAC> Initiated and implemented case management improvements to booster business analytics and customer experience by automated status changes and utilizing task functionality for escalations (SALESFORCE) Show less

Penang, Malaysia + Krakow, Poland

> Responsible for our Service Desk supporting our Channel Partner Program, Marketing Leads, Portal Support, Repair Support and our Front Office for Technical Support (validation of support entitlement, prioritizing incident and routing to the right team)> In EMEA moved our repair center and as part of the transition moved support to our Service Desk> Used best practice to standardize work instructions across the regions> Created an online Services Catalog with all… Show more > Responsible for our Service Desk supporting our Channel Partner Program, Marketing Leads, Portal Support, Repair Support and our Front Office for Technical Support (validation of support entitlement, prioritizing incident and routing to the right team)> In EMEA moved our repair center and as part of the transition moved support to our Service Desk> Used best practice to standardize work instructions across the regions> Created an online Services Catalog with all Service Offerings, Process Documents & Work Instructions> Moved our KPI thresholds up; from 80% to 90% (ASA for chat/ phone within 30 sec, first email/ web response within 24 hours)> Led transition from AMDOCS SmartClient to Salesforce Service Cloud Show less

Kraków Area, Poland

Build a completely new team after relocation from our office Brno, Czech Republic as that part of our sold division (scanners & mobile computing) moved to Zebra Technologies.The Motorola Service Desk is the single point of contact for our partners and customers and provides the following functional support in 8 languages:- Marketing Support (Presales & Lead Management)- Channel Partner Program Support - Service Contract Administration - Learning HelpdeskTo… Show more Build a completely new team after relocation from our office Brno, Czech Republic as that part of our sold division (scanners & mobile computing) moved to Zebra Technologies.The Motorola Service Desk is the single point of contact for our partners and customers and provides the following functional support in 8 languages:- Marketing Support (Presales & Lead Management)- Channel Partner Program Support - Service Contract Administration - Learning HelpdeskTo establish a standard experience and get our new team trained and monitored we had to:- Write all process documentation & work instructions- Train a completely new team- Build out a framework for KPIs- Reporting and Business Analytics set up Show less

Brno, Czech Republic

Responsible for the Motorola Engagement Center which included:- Partner Interaction Center (Approving new partners, partner data management & partner support)- Motorola Contact Center (Marketing & Presales and lead management); our most notable win was that we enabled end-to-end measurement from inquiry to closed-won marketing leads.In this role I initiated, set up and managed a student intern progam across Motorola Solutions Czech RepublicI was part of the core team… Show more Responsible for the Motorola Engagement Center which included:- Partner Interaction Center (Approving new partners, partner data management & partner support)- Motorola Contact Center (Marketing & Presales and lead management); our most notable win was that we enabled end-to-end measurement from inquiry to closed-won marketing leads.In this role I initiated, set up and managed a student intern progam across Motorola Solutions Czech RepublicI was part of the core team that ended our Support Center presence in Brno, Czech Republic as a follow up to the divestiture with Zebra Technologies. Show less

Brno, Czech Republic

Brno, Czech Republic

Hilversum, The Netherlands