Viola Bereska

Experience

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  Cultural Care Au Pair

  Oct 2005 - Apr 2007

  Au Pair in United States

  With Cultural Care Au Pair had the unique opportunity to become part of anAmerican host family and help to care for their children while experiencing lifeabroad. The program allowed to gain international work experience, travel andstudy at an American college.

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  Pronox Technology SA,

  Jun 2007 - Feb 2008

  Financial Controller

  Scope of responsibilities:• developing and controlling systems and procedures to ensure effectiveness and efficiency of financialmanagement and full financial control• main point of contact to external auditorsKey achievements:As the only person with high English level in the company I was responsible for contacting customer inwhole Europe.

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  EF Education First

  Sept 2007 - Mar 2008

  Recruitment Leader

  Scope of responsibilities:• implementing selection processes, reporting best practice recruitment to managementmanaging candidates throughout the full • application process• verifying application forms, selecting proper candidates, conducting interviews• leading meetings and presentations, running psychometric tests and personality questionnairesKey achievements:In just such a short period of time I was able to successfully recruit about 20 girls who was able to go toUnited States as an Au Pair. Show less

• 

  Capgemini

  Jan 2009 - Jun 2010

  Customer Access Services Agent

  Scope of responsibilities:• using first class communication skills to ensure all contacts are handled in line with value of alwaysputting customers in the first place while providing technical support• handling different levels of coverage and adjusting customer care level accordinglyacross the teamKey achievements:After just one year of being the first line agent was promoted to a Shift Coordinator position - was chosen from group of over 20 people.

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  Oracle

  Apr 2010 - now

  Scope of responsibilities:• assisting Managers in coordinating the workload to ensure proper handling of Service Requests andother activities•handling entire product set and reviewing pending and active critical work• monitoring high priority tickets• reassigning critical work and any issues that needs immediate attention• creating field service tasks• contacting customers due to owner absence• analyzing, troubleshooting and resolving basic technical problems related to SPARC ServersKey achievements:As a Support Engineer received 10 Exceptional Service Nomination from customers who appreciated high customer care skills and quick resolution. Was promoted to take role as Cluster Technical Coordinator for EMEA after just one month of work. Was able to simplify adjust and innovate the processes which help all employees globally. Show less Scope of responsibilities:• providing quick problem resolution, maximizing performance, minimizing risk and increasing Customer Satisfaction• ensuring excellent communication with customer and assisting with escalations in a timely and effective manner• dedicated System Engineer for European Commission• acting as the first point of contact and primary technical interface implementing proactive actions toavoid financial penalties• creating new procedures and process improvements• attending conference calls with Technical Account Manager (TAM) and dedicated Field Engineers todiscuss critical issues, updates and drive ongoing service improvement• actively monitoring that all special rules or strict Service Level Agreements (SLA) have been met andService Request (SR) life cycle is being smoothly handled and quickly moving towards resolution• keeping Customer Satisfaction (CSAT) at its highest level• actively analyzing, notifying and escalating issues to avoid customer dissatisfaction with service• generating reports and metrics for specific targets to ensure all SLA and customer goals are metKey achievements:As a part of the global Top Accounts Team was delegated to take care for the most critical customerEuropean Commission with strict SLA. Monitored the account daily and was able to avoid high financial penalties (during my shift the SLA breach was never broken). Created new processes and procedures to improve the one that already existed which lead to Proactive Problem Avoidance - 2% of Global Volume. Received a Pacesetter Award for outstanding support for other department of the organization which improved in Customer Satisfaction from 4 to 8,90 in just 3 months. Show less Scope of responsibilities:• providing effective day-to-day staff management to ensure provision of a well structured and efficientworking environment, in which each member of the team is service focused• motivating and encouraging colleagues to take on new challenges and improve their skills• service delivery and Incident Management• managing staff and delegating responsibilities, mentoring, coaching new hires• communicating processes across the team and staff performance reporting• building and maintaining effective relationship between customers and the company• assisting in recruitment, assessing candidates• member of Trainers Academy –providing Induction and Customer Care trainingKey achievements:As a SME (Subject Matter Expert) of Customer Care joined the Trainers Academy and was able to tutorabout 50 new employees. Was actively monitoring incoming calls as a result the abandon rate increased to 5%. Monitored whole teams productivity (up to 30 people). Direct management of team of 4 people (creating feedback sheets, regular feedback meetings, evaluation of progress and results). Duty Manager role – responsible for Customer’s escalations and internal incidents. Show less

  • Associate Technical Support Engineer

    Jun 2016 - now

  • Top Account Associate Support Engineer

    Sept 2013 - May 2016

  • Shift Coordinator

    Apr 2010 - Aug 2013