Alexandra Kelemen

Experience

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  Different production companies and TV networks

  Jan 2014 - Sept 2016

  Wardrobe stylist and wardrobe assistant.

  I worked in over 30 commercials and 2 movies (production companies included Kafka Films, Oriental Films, Zur Films, La Jolla, La Famiglia, The Electric Factory, Transparente, etc.) I was responsible for handling wardrobe, assisting actors, other ad hoc tasks as needed.

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  SYKES

  Dec 2016 - Oct 2017

  User and Floor Support Specialist for Sony PlayStation

  My duties entailed answering customer inquiries by telephone, email and social media regarding PlayStation products, technical queries and account issues. I also developed to specialize as floor support for new hires as well as handling escalated issues in a Tier 2 context.

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  Neufund

  Oct 2017 - Nov 2019

  Junior Operations Manager

  Supporting the management and coordination of the Operations team to ensure operational activities run smoothly and remain on time and budget. Maintaining constant communication with HR, Legal, Tech departments, and vendors to ensure proper operations of the organization are in synchrony.My tasks included:- Responsible for ensuring AML compliance features were correctly applied. - Assisting with the drafting of the company’s AML compliance manual, creating and updating Customer Care and KYC processes. - Working together with developers and legal advisers on the building of an investment platform in a legally compliant manner.- Coordinating the operations for Customer Service to guarantee the best customer experience, researching for vendors, cooperating with the Tech team to transmit relevant information. Show less

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  Audible

  Nov 2019 - now

  Identify, plan, and coordinate the implementation of key projects to improve quality and effectivity of internal processes. This is done by reducing unnecessary actions, time waste, etc. resulting in qualitative and quantitative improvements of CS-related efforts with a strong focus on customer obsession.My tasks include:- Developing and documenting new functional improvements system details- Creating a comprehensive tracking and monitoring structure (Jira, Atlassian, Slack, etc.)- Supporting in the development of implementation plans- Onboarding and training team members to help them think with a lean process-improvement mindset- Driving the curiosity for innovation by holding discussions and open forums designed to keep people inspired Show less Providing a high level of non-customer-facing CS support for Audible EU. Evaluating new services, processes and technologies introduced to the frontline teams. Ensure customer and partner inquiries are responded to within established timeframes, and cooperate with Business, Content and other teams to provide solutions and information to all relevant stakeholders, including the end customer.My tasks included: - Cooperating with a number of stakeholders from varied departments. Anticipating customer needs and perspective in the implementation of new processes and products.- Coordinating the improvement and implementation of new work-flows to enable the smoothest customer experience and increase our operational effectiveness.- Taking care of Tech Tier 3 and Back Office escalations, going the extra mile to ensure customer experience is up to the highest standard.- POC for high-level coordination of compliance and privacy changes, as well as executive escalations.- Documenting best practices and improvement opportunities, as well as standard SOPs. Show less

  • Program Improvement Manager

    Apr 2022 - now

  • Back Office Coordinator

    Nov 2019 - Apr 2022