Emanuela Ile

Experience

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  Bosch Service Solutions

  Jul 2011 - Nov 2013

  IT Helpdesk ES/EN

  -Level 1 technical assistance and support for incoming queries and issues related to computer systems, software, hardware and local applications (Microsoft Office, Windows, Basic SAP, VPN, Webex)-Handle requests through tickets, phone or web form in Spanish/English-Prioritizing and managing many open cases at one time-Properly escalate unresolved queries to the next level of support-Walk customers through problem solving process-Track, route and redirect problems to correct resources Show less

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  HELPLINE

  Nov 2013 - Dec 2017

  -Overall team coordination and management (16 agents in Romania + 15 in France)-Create an environment oriented to trust, open communication, and cohesive team effort-Measure planning, implementation and tracking-Organizing staffing, including shift patterns and the number of staff required to meet demand-Submit regular reports to management and seek new ideas and strategies to improve performance at the center-Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times-Ensure a safe and harmonious working environment for the team members-Motivate and encourage agents through positive communication and feedback-KPI tracking Show less -Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.-Monitor and evaluate the performance of the agents and provide them with the feedback.-Resolve escalated customer issues that are not being solved by the team.-Coaching, picking, evaluations-Suggest innovative ways to improve work processes and technology.-Monitor the breaks, log in / logout schedules of staff along with occupancy status.-Prepare and submit monthly reports and relevant statistics-Procedures updates and team information-coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;-reviewing the performance of staff, identifying training needs and planning training sessions;-recording statistics, user rates and the performance levels of the centre and preparing reports;-handling the most complex customer complaints or enquiries;-organising staffing, including shift patterns and the number of staff required to meet demand; Show less

  • Team Lead IT HelpDesk Support (Decathlon)

    Sept 2015 - Dec 2017

  • Team Lead FR/EN (Accor Hotels Loyalty program)

    Jun 2014 - Sept 2015

  • Helpdesk Agent FR/EN

    Nov 2013 - Jun 2014
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  Educational Institution

  Jan 2018 - now

  Delivery Manager

  Main tasks: Leading and managing the production of one mixed team, luxury cosmetics client, on multiple geographic sites (service desk + proximity teams). Ensuring the achievement of production objectives Taking charge of and relaying the Human Resources policy Developing the relationship with the client.Main activities: Track and steer the contract’s operational conditions. Define the needs and organize the resources of the production device, according to thecommercial contract needs. Organize and update processes and shared rules. Establish, follow up and analyze key performance indicators. Implement action plans. Propose continuous improvement and quality of service solutions. Prepare and chair steering committees with the client representatives.Manage, mentor and coach the team members in order to achieve their objectives. Show less