Experience

• 

  Merlin information systems limited

  May 2010 - May 2012

   Leading an individual teamResource management (creating rota, creating break schedule so it will best fit the service needs) For this purpose I created a complex resource calculator with the help of which we could get a detailed breakdown of the staffing down to 15 minute breakdown  Conducting interviews  Training for new hires (Customer specific training and call handling) Analysis of daily stats Assisting call centre agents by answering their questions  Assisting the day-to-day activities of the service  Handling escalated calls  Coaching employees  Day-to-day contact with the customer  Developing new procedures and introducing them  Handling at least 120 calls a day  Handling Ryanair reservations  Answering questions related to Ryanair policy

  • Team Lead

    Jun 2011 - May 2012

  • Senior Customer Service Agent

    Aug 2010 - Jun 2011

  • Customer Service Agent

    May 2010 - Aug 2010
• 

  It services hungary kft.

  Nov 2016 - May 2019

  • Ensures the team meets SLAs • Hands out tasks to team members, ensures tasks are completed, and that team members are burdened equally • Allocates resources (creates a rota, holiday schedule, substitution plan) • Organizes the training of newer team members and takes an active role • Keeps a close eye on the performance of the team and takes corrective actions when needed• Takes part in the performance evaluation of the team members • Takes part in the selection of candidates, make suggestion on dismissals and promotions • Helps the personal development of all team members: defines performance levels, identifies development needs, develops the process knowledge of employees • Set targets for the team: helps the clear understanding of individual development; hands out tasks and identifies their importance; set deadlines and KPIs. Show less

  • "Service Request Manager"

    Oct 2017 - May 2019

  • Team Leader

    May 2012 - May 2019

  • Change Manager

    Nov 2016 - Jan 2018
• 

  Veeva systems

  Jul 2019 - now

  Key responsibilities typically expand to include:• Leading a team of Veeva colleagues (including Managed Services Consultants, Configuration Specialists, and Solution Architects) to develop and execute a strategic roadmap of enhancements for a customer's Veeva Vault products.• Functioning as a primary customer liaison, managing communication between implementation teams, cus-tomer stakeholders, and third parties.• Overseeing customer release management programs, including resource planning, release tracking, and forecasting.• Analyzing complex customer requirements and new Veeva product features to develop comprehensive customer adoption and enhancement roadmaps.• Guiding customers in adopting Vault and industry best practices as part of post-implementation programs, focusing on holistic success and continuous improvement.• Identifying and proactively solving problems faced by the client.• Leading business development opportunities and proposals related to the Veeva Vault platform.• Mentoring and supporting more junior consultants in developing their skills and professional capabilities.• Potentially contributing to the development of thought leadership and best practices within the consulting practice. Show less Key responsibilities typically include:• Providing post-go-live consulting and administrative support for multiple clients.• Enhancing existing Vault applications with configuration changes related to business processes, security, taxonomy, metadata, new features, and notifications.• Offering recommendations on application features, usage, and best practices.• Maintaining production and sandbox Vault environments.• Troubleshooting and resolving issues, often acting as a liaison between the customer and Veeva Product Support.• Analyzing and deploying new Veeva Vault product features for clients.• Managing client requests, setting expectations, and ensuring customer satisfaction. Show less

  • Senior Consultant

    Mar 2023 - now

  • Lead Consultant

    Dec 2021 - Mar 2023

  • Consultant

    Jul 2019 - Mar 2023