Daniel Dobos

Experience

• 

  Transcom

  Jan 2010 - Jan 2014

  Operations Manager responsibilities for a small team (25 FTE) - Mulit language Customer Support Center for the Customer Indesit (Germany, Netherlands, Belgium, Czech Republic, Slovakia, Hungary, Sweden, Denmark, Norway). Team Leader of multiple Teams of the External and Internal Technical Helpdesk Operations for the Customer UPS. Coordinating the work of the 2nd lvl (ITS) Agents, Escalation Management, providing Training for new Joiners and Hard-/Softskill trainings for Agents, Quality checks (Call listening, Ticketing review, providing feedback and coaching) for the External and Internal Technical Helpdesk Operations of the Customer UPS. Providing Technical Support first as a 1st lvl, later as a 2nd lvl (ITS) Agent of the External and Internal Technical Support Operations for the Customer UPS.

  • Senior Team Lead - Operations

    Jan 2013 - Jan 2014

  • Team Lead

    Jan 2012 - Jan 2013

  • 2nd lvl Coordinator / Training & Quality Assistant

    Jan 2011 - Jan 2013

  • Technical Helpdesk

    Jan 2010 - Jan 2011
• 

  BT

  Jan 2014 - Jun 2019

  Introduction of New Products or Products Enhancements for for Assurance functions (Service Desks, Technical Management teams, ITIL functions, etc.) in an E2E environment from C2M to Early Birds. Acceptance into Service for Conferencing products, than for other products of the BT Portfolio as a member of the Service Readiness Management Organisation. Inciedent Management (incl. Major Incidents) of Network products provided for the Customer ABB. Knowledge and Quality Manager of the Avaya Voice Support Team for Customer Deutsche Bank. Team Manager of the Avaya Voice Support Team for the Customer Deutsche Bank.

  • Product Service Introduction Manager

    Jan 2018 - Jun 2019

  • Service Readiness Manager

    Jan 2017 - Jan 2018

  • Incident Manager

    Jan 2016 - Jan 2017

  • Knowledge & Quality Manager

    Jan 2015 - Jan 2016

  • Team Manager

    Jan 2014 - Jan 2015
• 

  Tech Mahindra

  Jul 2019 - Oct 2020

  Quality Assurance Manager
• 

  Deutsche Telekom IT Solutions HU

  Oct 2020 - Dec 2024

  • Business Manager

    May 2024 - Dec 2024

  • Business Operations Manager

    Sept 2022 - May 2024

  • Application Manager

    Oct 2020 - Sept 2022
• 

  Karriere tutor GmbH

  Dec 2024 - now

  Service and Transformation Manager