Norbert Koronthaly

Experience

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  Lenovo

  Sept 2007 - Dec 2009

  EMEA L2 Support Team

  Team of 12 people delivering support and solution for enterprise customer in terms of incident and problem management. Supporting Lenovo product portfolio, HW analysis, SW analysis, offering also onsite support in special cases. Managing stock and stock evidence, panning, ordering and ensuring delivery of new HW to team and also for support centres in EMEA region, asset management. Planning finance and costs for team and also HW management end to end. Attendance review, evaluation of employees, personal agenda Visa mindre

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  Hewlett-Packard

  Mar 2010 - Jan 2014

  Technical Field Service Team Manager

  Technical Field Service Team ManagerAccount - VolkswagenOperations agenda: Managing a team of technical field support engineers delivering client services at customers place. Providing end to end service for customer’s assets such as: desktop, notebooks, printers, barcode readers, cell phones, industrial communication devices. Delivering VIP support for executives and board members. Project was managed according ITIL standards. Team was involved in incident, problem, and asset and change management. I was responsible for managing the document management system for the team, keeping all the working instructions up to date and according the ISO standards. Personal agenda: Managing the team performance, development plans, coaching. Creating employee assessment.Project management agenda: I was responsible for all project related to Field Service. Planning, managing and implementing the part of projects which were delivered by my team. Visa mindre

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  AT&T Global Network Services Slovakia

  Feb 2014 - Jan 2016

  Operations manager

  Inbound call center organization providing support for US based customers. Responsible for team of 16 agents, daily operations, team and individual performance. Using coaching tactics to develop and improve the team members. Strong matrix driven organization, accountable for meeting the team and center goals and targets. Participating on hiring process, weekly assessment centers with multiple candidates (2-3 interviews weekly).

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  Dell

  Nov 2017 - Dec 2019

  Main Duties and Responsibilities· Directly manage team of technical support agents· Develop & manage headcount, shifts and outage plans.· Coordinate daily activities of the team in order to ensure the productivity, velocity and quality targets set are exceeded.· Ensure that the all processes and service level agreements are followed.· Manage and develop process with direct partners.· Maintain close communication & cooperation with coaches in order to ensure appropriate and timely training and coaching for all areas.· Participate on EMEA wide initiatives and operations daily &weekly programs.· Effectively manage technical support team.· Facilitate the employee progression and development.· Identify issues/process improvements and area of responsibility to improve customer experience and productivity.· Identify and solve operational issues.· Manage both tactical and strategic work streams relating to area of responsibility, multi-tasking· Responsible for providing direct advice and guidance on escalated customer issues.· Review and distribute cross functional information.· Monitor and tracks issues to ensure accurate resolution.· Manage team/individual activities and metrics.Project management – part of the organizational changes, responsible for implementing and deliver positive effect of the changes. Visa mindre Main Duties and Responsibilities· Utilizing core team of Quality Leads to manage multiple teams· Responsible for 35 technical support agents for multiple countries and markets · Develop & manage headcount, shifts and outage plans.· Coordinate daily activities of the team in order to ensure the productivity, velocity and quality targets set are exceeded.· Ensure that the all processes and service level agreements are followed.· Manage and develop process with direct partners.· Maintain close communication & cooperation with coaches in order to ensure appropriate and timely training and coaching for all areas.· Participate on EMEA wide initiatives and operations daily &weekly programs.· Effectively manage technical support team.· Facilitate the employee progression and development.· Identify issues/process improvements and area of responsibility to improve customer experience and productivity.· Identify and solve operational issues.· Manage both tactical and strategic work streams relating to area of responsibility, multi-tasking· Responsible for providing direct advice and guidance on escalated customer issues.· Review and distribute cross functional information.· Monitor and tracks issues to ensure accurate resolution.· Manage team/individual activities and metrics.Project management – part of the organizational changes, responsible for implementing and deliver positive effect of the changes. Visa mindre

  • CZ/SK Pro Support Team Manager

    Jan 2017 - Dec 2019

  • CZSK/PL/GER Pro Support Team Manager

    Nov 2017 - Nov 2019
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  Global Blue

  Dec 2019 - now

  Head Of Customer Service

  • Managing and developing a teams across 5 locations: Bratislava,Singapore and Buenos Aires, Beirut, Kuala Lumpur • Responsible for the processes and look at best practice and efficiency gains • Responsible to ensure the operation respects the customer service SLAs • Responsible to ensure the resources and skillset are in place to manage the operation and SLAs • Responsible for the budget for the customer service function. • Responsible for the performance of the customer service function • Conduct F2F / staff meetings regularly • Dealing with the system vendor to ensure user, reporting and control requirements are implemented • Day to day managing of a busy customer service department (40k inbound contacts a month) • Dealing with the escalations • Training the team to best handle customer contacts • Review current service offering and recommend/implement best practice • Monthly reporting to subsidiaries • Monthly creation of the invoice to subsidiaries • Statistical analysis to highlight areas for the business to improve• Owner of implementation and managing Salesforce Service and Community cloud• Driving successful project implementation• Setting a roadmap for enhancements and tool fine tuning• Launched new project "Corporate help and support portal" designed on Salesforce platform• Creating the vision, managing technical design and driving the implementation with implementation partner• Manage and onboard new vendors to support the technology Visa mindre