Boglarka Oszi

• Master the Follow Up process of the logged cases (for Vodafone UK employees and contractors) - received an outstanding feedback from the customers on process ownership and execution (regular demand: 650 inbound calls monthly).

• Handle incoming calls and solve incidents - 80-85% of the incidents are solved, requests are completed during the first phone call/email, respond to e-mails, and keep contact with End Users and internal support teams.

Secure ID Editor: Responsible for assignment and update for (Secure ID/key fob) - temporary token for team members and for all Vodafone UK users. Handle urgent cases for remote workers.

Trainer: Train new colleagues for all Vodafone UK modules, case types, Vodafone standard process, troubleshooting and case handling. Schedule trainings, edit and evaluate tests for all team members weekly.

Team Mentor: assist and support new and current colleagues’ work and team related issues, give monthly feedback and consult leaders for further training schedule if needed.