Operations Manager – Customer Side
Verto Wave
Total years of experience :5 years, 11 Months
- Enhanced customer service team's KPIs by 15% through the implementation of targeted training and performance management initiatives.
- Allocated resources resulting in a 20% increase in daily and weekly objective achievement.
- Initiated and led strategic meetings that resulted in a 30% reduction in overall customer issues.
- Orchestrated efficient operations of the service desk for the largest OBS Swiss customer (Japan Tobacco International), ensuring a 20% increase in customer satisfaction.
- Led and developed a 20-member Technical Support Engineers team, achieving a 25% improvement in overall team productivity.
- Successfully recruited and trained Technical Support Engineers, resulting in a 30% reduction in
onboarding time and improved team performance.
- Implemented dedicated strategies, enhancing operational efficiency by 15% through streamlined
processes and innovative solutions.
- Devised and executed performance enhancement strategies, leading to a 20% increase in service desk
efficiency and overall customer satisfaction.
- Providing support through the Service Excellence Process, including processing of Customers Calls/ Inquiries, incident opening, qualification, and management, troubleshooting and resolution.
- Diagnosing fault-related network and security incidents as well as other provided services (Office 365, Skype, Riverbed, Security and CRW).