Zsófia Kisvári-Kovács

Experience

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  Bovimex Kft.

  Jul 2001 - Jan 2007

  Office manager/Sales Associate

  Managed the Budapest office with 2 people. Responsible for relationship management with customers, find new customers, sell laboratory equipment and machines, including the relevant customer service duties.

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  Sykes Enterprises, Inc.

  Feb 2009 - Nov 2011

  Technical Trainer-Team Leader

  HP account technical trainer and team leader for 36 people / Samsung account white goods specialist:- Working with SAP - Process transferring - Position in the HP-IPG team – working with the Account Manager at a Team Leader level - Customer Service Specialist: delegating customer service related tasks to relevant parties - Czech-Slovak speaker call centre Trainer: coaching and advising on main problems

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  BP

  Nov 2011 - Apr 2016

  CSR - Lead

  Customer Sales Representative• Work with SAP• Credit management• Claim management (price discrepancies and returns)• Order handling from creation till payment• Handling all kind of customer requests and constraints• Daily co-operation with Supply Chain Team, Sales and Marketing• Overdue monitoring• Ensuring SLA and KPI targetsContinuous Improvement Agent• Responsible for the process changes• Train CSRs to use 7 step methodology • Create new processes• Manage projects• Out of the box thinkingProject management team member, coordinator • Responsible for projects• Coordinating projects between BP service centre and local business• Train project management for the Lead level and for CI agents Show less

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  Cielo Talent

  Apr 2016 - Nov 2017

  Business Support Coordinator Team Manager

  • Manage teams of 10 people: Back-office team with 8 different customer account, Reporting team with 4 US reports• Ensure performance/quality standards are exceeded working to key KPI’s - to ensure the optimum value from Cielo’s services and to maximise the value of clients to Cielo. • Effectively dealing with request within agreed SLA’s.• Providing effective support to internal and external customers.• Supervising the wider Business Support team in London and Manchester, ManilaProject manager• Process discovery and mapping, document creation for the new back-office teams• Implementing new projects• Collaboration with the management team and stake holders, vendors Show less

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  DHL

  Feb 2018 - Jun 2019

  Operations Account Manager

  Operations Account Manager for DiaSorin AccountSupervising Order management & Invoicing department for 8 countries CZ, SK, PL, Iberia, IR&UK and Nordics regions Relationship building with business partners.Optimization of existing processes. SOP, Segregation of Duties responsibility.ISO 9001 and 14001 internal auditor.

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  Ecolab

  Jun 2019 - May 2021

  Operations Delivery Manager

  Supervising E2E Order to Cash department for 8 countries CEE, PL & BALTICS based on Lean methodology.Ensuring Orders, Invoices, pricing on time within agreed SLA.Develop strong relationships with CEOs, Sales, Logistics and Finance department. Represent customer service teams in projects like integration of subsidiaries in to one parent company or Sap implementation.Ensure appropriate implementation of EU legislatives.Internal auditor for ISO 9001.Managing RACI, SOP creation. Show less

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  Tesco Business Solutions Hungary

  May 2021 - now

  Team Manager

  Managing a team of 30 associates, seniors and leads, responsible for customer support for 3 countries.Workload monitoring, ensuring operation performing with agreed Service Levels and KPI's. Keeping regular quality and performance reviews. Ensuring accurate call center processes, and smooth communication and cooperation with another departments.Active participation in projects, transitions, continuous improvement, process optimization and seasonal work load management.