Experience

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  Cibank jsc

  Aug 2008 - Mar 2010

  Cibank / kbc group

  - Credit expert for small and medium enterprises - operational accounting, annual financial statement development and audit. Supporting small and medium business with different types of loan packages. Face to face/phone/email communication within punctually business environment (national and foreign);- Marketing expert for large and corporate clients - Developing marketing campaigns (radio, press and TV) alongside with the product development department. Preparing trainings and reporting towards the executor contractor parties. Show less

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  Sixty k ltd (60k)

  Apr 2010 - Aug 2013

  Provisioning team agent

  Responsible for the execution and reporting of the provisioning process. Receiving, logging and tracking orders throughout their life-cycle (equipment, spare parts, accessories). Communicating via phone/email/CMS system with partners, contractors and end users.

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  Sutherland global services

  Aug 2013 - Jun 2016

  • Managing, scrubbing, escalating and receiving escalated tickets;• Distributing workload for a team of ~20 agents;• Reviewing handoffs, consults and quick questions from Sutherland to Google and vice verse;• Support all agents on site level (up to 270) in correct and effective troubleshooting on Technology (Billing); • Join weekly syncs with Google POD Lead(s); • Coach agents on POD specific issues; • Preparing wide range of reports and statistics; • Preparing and implementing processes on team and site level;• Preparing presentations and analysis and presenting them infront of the client and management;• Working with Trainer(s), QA(s) and Supervisor(s) and Googlers on additional POD specific training; • Responsible for team metrics, preparing, presenting and reporting statistics during monthly and quarterly business reviews; • Preparing Pro-active and Re-active campaigns for achieving optimal results; • Monitoring queue – Live and Non- Live; • Perform DSAT (tickets with negative feedback) analysis and provide timely feedback to consultants;• Follow-up DSAT (tickets with negative feedback) cases in timely manner; • Work close with Frontline and Google engineers and product leads;• Adhere to Supervisor’s directions and work closely with him/her to achieve team goals. Show less

  • Billing team Point of Contact (SME Google project)

    Oct 2014 - Jun 2016

  • Billing team consultant - Tier2 (Google project)

    Jun 2014 - Oct 2014

  • Business Applications Consultant (Google project)

    Aug 2013 - Jun 2014
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  Atos

  Jun 2016 - Jul 2021

  Managed service desk soc

  Incident management and Service Desk LeadThe INCM and Service desk lead is a mid-senior manager who leads, organizes and motivates ateam of highly skilled professionals of Incident managers and Service Desk Supervisors. Having fullresponsibility for the performance of the delivery unit and the relationship with vendors, contractors, outsourcers. Acts as a key player in the “manage the managers” function in close collaboration with higher management (GM and VP), Service Delivery managers, Service Level managers and Transition managers.- Operations management of both the INCM team and the Service Desk Team.a) Monitors, reviews and continuously improves the INCM process;b) Ensure the achievement of the financial and strategic goals of the teams;c) Working with vendors (enablement, collaboration, supervision, performance review) as a part of the Service Deliver process for Atos business customers; d) Analyzes the agreed service levels and provides weekly/monthly/quarterly reporting tohigher management and business customers;e) Ensures the correct distribution and follow up on operational and strategic tasks of the team.- People management of both teams – 30-40 people in total.a) Creates and assigns personal goals;b) Develops trainings and training programs;c) Creates the roster/schedule to ensure full operations staffing;d) Responsible for the new hire staffing process e.g. interviewing.- First and second escalation line for management and business customers.- Acts as a key initiator of long term delivery process optimizations for Managed Services.- Acts as a backup to the General manager. Show less

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  Louis dreyfus company

  Jul 2021 - now

  As an IT Senior Solution Specialist at Louis Dreyfus Company, I lead both BUILD and RUN activities for Compliance & Legal projects, ensuring seamless integration and high-quality service delivery.Key Responsibilities:• Project Management: Overseeing project budgets, planning roadmaps, and ensuring service quality meets SLAs.• Technical Leadership: Managing technical projects from design to deployment, handling technical coordination, and resolving P1 incidents.• Documentation and Security: Maintaining project documentation and working on IT Security initiatives.• Continuous Improvement: Implementing IT best practices, training team members on 'Transition To Run', newly implemented processes, and driving improvement initiatives. Show less • Sustain high performing remote support service• Effectively manage staffing, including recruitment, training, mentoring , target setting and performance assessment• Responsible for planning and executing short and long term strategic plans, to ensure that the service meets the existing and future requirements• Collaborating closely with vendors, outsources and contractors• Drive internal and third party service review meetings covering performance, service improvements, quality, processes, etc.• Control and improve incident and service request management processes• Participate in global initiatives, process definition/improvement• Design and develop aligned KPIs and dashboards based on business requirements and IT global guidelines • Drive projects, ensure actions are followed through until completion - in a timely and cost efficient way Show less

  • IT Senior Solution Specialist Compliance, Legal & Global Markets

    Jul 2023 - now

  • EMEA Service desk Manager

    Jul 2021 - Jul 2023