Marc Berger

Experience

• 

  1&1 Internet AG

  Mar 2011 - Mar 2013

  Managed small-scaled projects for internal tools & processes in agile development environments.Implemented successfully agile development practices (based on Scrum) for entire department.Managed and monitored work items and change requests to ensure projects completed on time.Organized and moderated sprint planning sessions.Managed bi-weekly sprints as Product Owner in agile environment using JIRA Assisted in managing small and medium-scaled project. Assured software quality through user acceptance testing. Designed and modelled business processes.

  • Student Employee

    Jun 2011 - Mar 2013

  • Intern

    Mar 2011 - May 2011
• 

  Gate communication group

  Apr 2013 - Aug 2013

  Customer Service Representative

  Provided excellent and personable customer service. Introduced and presented products, handled customer inquiries and complaints. Acquired new customers in a professional manner.

• 

  1&1 Internet AG

  Sept 2013 - Jan 2015

  IT Project Manager

  Managed end-to-end project delivery of small and medium-scaled software development projects and IT campaigns for mobile communications and DSL.Ensured clear communication throughout projects and between team members and stakeholders.Managed distributed, cross-functional teams with over 20 team members.Provided all team members and stakeholders with consistent information in a timely manner to ensure project success.Earned position of deputy team manager within 4 months.Mastered frequently changing requirements and hard deadlines.Reviewed and approved test concepts and worked closely with Quality Assurance (QA) department. Show less

• 

  The Lead Boutique

  Nov 2015 - Feb 2016

  Call Agent / Team Lead

  Maintained a high-volume workload in a fast paced environment while consistently meeting and exceeding productivity goals.Resolving difficult situations and complains in a professional, polite and effective manner.Earned role of team leader for all call center agents after only two months.Worked closely with upper management to ensure constant process improvements.

• 

  The Lead Boutique

  Nov 2016 - Feb 2017

  Production Manager

  Managed all technology for call center agents and upper management.Analyzed new campaigns and configuring applications accordingly.Evaluated campaign results and creating reports for clients.Responded to time-sensitive client inquiries in a timely fashion.Trained new employees and provided support.Identified and analyzed process issues and deduced process improvements

• 

  Cognizant Technology Solutions / KAnand Corporation

  Mar 2017 - Jun 2017

  Analyst

  Won recognition for best overall analyst in Toronto for quality, performance, engagement and supporting the team. Earned position of queue lead.

• 

  Cognizant

  Jun 2017 - now

  • Service Delivery Manager / Global Operations Lead

    Aug 2022 - now

  • Service Delivery Manager / Regional Quality Lead

    Jul 2021 - Aug 2022

  • Team Manager

    Nov 2018 - Oct 2021

  • Team Leader

    Jun 2017 - Nov 2018