Experience

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  Gfk

  Oct 2012 - Apr 2017

  Supervising a small team by providing technical assistance, monitoringthe quality and quantity of teamwork and suggesting improvements of processes/procedures when needed. Being available for questions and guidance, and clearly explaining other available sources of information.Main responsibilities:• Quality monitoring of the team members’ performance.• Coordination of the activities and the overall workflow within the team.• Meet strict deadlines.• Cross internal communication.• Updating, creating and improvement of documents and processes.• Preparation of training plans and conduction of internal trainings.• Supporting the team leaders and supervisors in their daily work and perform other related tasks as required.• Escalating ongoing questions/issues to appropriate department. Show less

  • Senior Data Processing Assistant

    Oct 2013 - Apr 2017

  • Data Processing Assistant

    Oct 2012 - Sept 2013
• 

  Dxc technology

  May 2017 - now

  Key point of contact for service-related enquiries, new requirements and escalations for multiple aligned clients in relation to Managed Security Services. Performed Service Review Meetings, SLAs/ KPIs/ Metrics reporting, Root Cause Analysis (RCA) Reports and Service Improvement Plans. Proactive monitoring and review of security incidents and changes. Introduced new business processes and reports. Main responsibilities:• Understanding of the customer`s security strategy and how it maps on to the services provided.• Communicate service improvements in line with the customer`s security strategy.• Understanding of service deliverables and the associated service costs including contract management.• Provide service delivery documentation including both service deliverables and processes.• Production and management of continuous service improvement plans.• Deliver Customer Service Reviews to report on delivery performance against agreed SLA`s.• Deliver ROOT cause analysis report for any critical issue.• Act as point of contact for the customer for service-related questions.• Coordinate all aspects of DXC’ service delivery and review the progress of security and operational incidents and changes (liaising with the relevant technical representative and participating in call reviews\vendor calls as appropriate).• Assist and facilitate projects and on-site consultancy (liaising with Project Managers and participating in project planning/reviews as appropriate in preparation for service introduction).• Participate in Security audits, provide all required information and ensure customer is compliant in terms of Security services provided by DXC Technology. Show less Customer Services Contracts Administrator role consists of handling customer andinternal queries via email and telephone, adding contracts and collaborating with respective departments through DXC to troubleshoot various types of issues.Main responsibilities:• Review support calls/tickets and change requests, liaising with the relevant team or third-party vendors and coordinating follow up activities.• User management: create, change and delete user accounts.• Access validation to specific user accounts• Troubleshoot login issues.• Creating reports for supporting internal and external customers.• Contract Management, high level data entry and quality analysis.• Act as a process and subject matter expert.• Maintain an up-to-date procedures and work instructions for the operational activities.• Proactively suggest new approaches to improve an existing function or process. Show less

  • Security Account Manager

    Oct 2019 - now

  • Customer Services Contracts Administrator

    May 2017 - Sept 2019