Zsofia Sharrocks

Experience

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  EDS, an HP company

  Jul 2002 - Dec 2009

  In cooperation with my direct manager, implemented the true end to end solution of the request management function with the aim of maximizing productivity and timeliness. My role was to implement first line services, making sure processes, training, hiring and infrastructure were in place and client agreements were aligned.Created Business Partner Agreements for each client. The BPA ensured account-specific contractual obligations (including the KPIs and SLAs account by account) are met and client satisfaction is achieved whilst revenue is obtained monthly.Created business model and costing for new contracts. Drawn up financial outlook for my cost center and managed yearly salary planning. Ensured the development of staff and the provision and maintenance of adequate skills and training plans (coached the team leaders who were direct reports) Show less

  • Operations Manager

    Sept 2006 - Dec 2009

  • Operations Manager Coordinated IMAC Delivery

    Jan 2006 - Aug 2006

  • Team Leader

    Nov 2003 - Dec 2005

  • Helpdesk agent

    Jul 2002 - Oct 2003
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  Unisys

  Feb 2010 - Jun 2013

  Service Desk Manager

  Led the Budapest centre with 330 agents, 15 team leader and 4 operations managers (L1, L2, 7*24 supported in 9 languages), expanding to Pécs with an additional team of 30.Excelled at managing cross functional and intercompany relations aiming at optimization and best practice sharing. Participated in the solution design and presentation of multiple winning bid, bringing 6m USD revenue to the company. Worked with my team and other center leads on optimizing our delivery based on people/processes and tools, which led to 4m USD cost saving over a course of 2 years without hurting the business. Introduced and implemented standard productivity reporting cross regions.Stabilized service delivery SLAs, by cutting attrition from 42% to 25% in a matter of 6 months. Show less

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  Infosys BPO

  Nov 2013 - Jun 2015

  Senior Service Operations Manager

  Managed the technical support operation for global manufacturing clientsOperated in a profit center environmentDirectly impacted revenue productivitySupported C2B and B2B customers and learnt to operate in a multi vendor queueWas responsible for client relationship and people management

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  Randstad Sourceright

  Jul 2015 - Dec 2016

  Manager - Shared Recruitment Centre, EMEA

  Managed the Budapest center of Randstad Sourseright EMEA, providing global RPO (Recruitment Process Outsourcing) solution for our clients.Assumed site management responsibility during growth period.

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  Self-Employed

  Dec 2016 - Feb 2018

  Planned career break
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  Richter Gedeon Nyrt. / Magyarország

  Mar 2018 - Mar 2022

  Service Desk Manager
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  Self-employed

  Apr 2022 - now

  Self Employed