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Work Background
BusinessChange.huConsultant and Trainer
Sep. 2018Budapest, HungaryMy mission is to make SMEs more profitable throughout optimization and developing people.
Profession.huHead of Customer Service and Operations
Aug. 2017 - Sep. 2018Budapest, HungaryPart of the management team, I am responsible for planning and executing strategy. As head of, my primary focus is on meeting company’s SLAs, high quality customer service throughout all channels, supporting B2B, B2C and internal customers. Key responsibilities: • supporting and managing advertisement editing, contact centre and back office teams, led by team leaders
• office management and infrastructure maintenance
• customer and partner invoicing support, and billing issue handling
• continuous improvement of KPIs Achievements: - launching B2B customer service
- significantly reduce response time - introducing segmentation at customer service contact points offering tailor-made service
- launching consulting activity at advertisement editing team
Budapest Metropolitan UniversityDirector of Customer Services and Studies
Jul. 2015 - Aug. 2017Budapest, HungaryAs a private University, the Customer is put into focus. Directorate of Studies transformed into a customer focused unit - with high performing Customer Service team. Achievements: Organizational development, with establishing front office, and back office teams. NPS introduced and continuously being measured on all channels - 50 percent increase in 10 months. Team and individual performance KPIs established, incentive scheme elaborated and launched, performance increased by 12 percent. With E2E process appoach, significant efficiency improvements in customer handling and background processes.
Vodafone HungaryHead of Enterprise Sales Operations
Jun. 2012 - Dec. 2014Hungary, BudapestTo manage Enterprise Sales Operations unit covering pre-sales, on-boarding acitivities of Large Accounts, to provide sales support (including contract management) to all enterprise sales teams, to support cross-functional project teams within the entire organization working on the implementation and rationalization of services, systems and processes, and ensure effectiveness of the enterprise unit. Within a year, Telesales Team re-shaped from a lead generating team to a CVM driven campaign-based efficient, well-performing team. Salesforce.com system implementation and adoption to direct sales within 6 months.
Changing sales performance management KPIs. Responsible for commission system for Telesales and Direct Sales. Expertise in internal audits, compliance and ISO:9001.
Vodafonematernity leave
Jan. 2007 - May. 2012Budapest, Hungary
Vodafone HungaryHead of Back Office, Customer Services
Jan. 2003 - May. 2012BudapestSupporting Call Centre, and sales teams, managing authority-complaints, integrating credit checking
team into Customer Service department. Key responsibilities and results:
- Operating 6 functional units
- Leading billing system exchange as Process Owner of Customer Service (Amdocs)
- Automation of credit checking/scoring and activation process – software implementation; resulted auto-activation of 90 percent of consumer customers
Vodafone Hungarydifferent roles at Back Office, Customer Services
Oct. 1999 - Dec. 2002Budapest, Hungary
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