Amir Stein

Experience

• 

  NUR Macroprinters

  Jan 1998 - Jan 2001

  Help Desk manager

  worldwide helpdesk and system support

• 

  Negevtech

  Jan 2005 - Jan 2007

  Help Desk Manager

  worldwide helpdesk manager

• 

  Fmr

  Sept 2007 - May 2015

  PM customer relations (VIP)

  support and implment software for trading stoks in israel bursa

• 

  HP

  May 2015 - Nov 2023

  GSS care center WW program managerpossibilities:• development, implementation, and management of key process improvements impacting team productivity, performance, customer experience and implementation and management of new products and/or services delivered by our Product and Development teams.• Lead all change management activities and champion new initiatives, products, etc. to seamlessly integrate into the servicing environment. Manage the planning and delivery of business systems solutions and associated applications in support of business objectives and ongoing operations expansion.• Develop and maintain a metrics-driven culture of continuous improvements. Assists in the development of Customer Care standards/KPIs, controls, and measurement. • Assists the Contact Center leadership in the implementation of technology projects executes related work as required for implementation.• Use cross-functional teams to coordinate, generate, and implement quality improvement ideas that focus on delivering new or existing products.• Create and maintain key processes and re-engineer/streamline to reduce costs, hand-offs and eliminate customer/team member pain points.• Plan the project components for new initiatives, new product releases, or process enhancements, including but not limited to, defining resource requirements (staffing, technology, budget, etc.) including roles and responsibilities for Call Center, IT, Product, Dev, etc.• Creating and implementing work plans, templates for protocols, sign-off documents, communication plans Develop and ensure execution of training plans (developed in conjunction with Training department)• Create readiness criteria and go-live review, post-implementation evaluation, and service level agreements.• Serve as one of the spokespersons and ambassadors for the Customer Care organization.• Encourage employee teamwork to generate and implement individual and team’s best ideas. Show less

  • Product Manager

    Feb 2019 - Nov 2023

  • Team Leader - BI team

    Jan 2017 - Nov 2023

  • Program Project Manager

    May 2016 - Nov 2023

  • Customer Support Engineering

    May 2015 - May 2016
• 

  Bank Hapoalim בנק הפועלים

  Aug 2023 - now

  Senior Project Manager

  manage CRM SalesForce platform for the digital department, build new system to support all employees CRM needs , from new requirements to the end customers.