Stellengesuch als Customer Care , Team Leader Customer Care, Tourism in Berlin (Gigajob-Deutschland)
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Customer Care , Team Leader Customer Care, Tourism

Arbeitsort: D-10115 Berlin · Berlin
Umkreis: maximal 25 km
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Gesuchtes Job-Profil:
  • Festanstellung
  • Vollzeit möglich
  • monatliches Festgehalt
Mein Profil:
  • weiblich , 43 Jahre
  • Abgeschlossenes Hochschulstudium
Anzeige vom:
  • 03.12.2015 (685 Tage alt)
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Mein Profil

Bewerber ist:

weiblich , 43 Jahre

Staatsangehörigkeit

EU-Land

Bildungsabschluss

Abgeschlossenes Hochschulstudium

Sprachkenntnisse

Deutsch (Keine)
Englisch (fließend/verhandlungssicher)
Italian (Fortgeschritten)

Der gesuchte Job

Stellenbezeichnung

Customer Care , Team Leader Customer Care, Tourism

Beschreibung

Date of birth

Languages

Skills

Work Experience
19/06/1974

Italian - mother tongue
English - very good

Strong sense of urgency, customer focus, highly motivated team-player, flexible, open minded, inter-personal and communication skills.

October 2013 - September 2014
CCC Team Leader NCR Beograd
 Working on several projects during and after the transition of NCR’s managed services customers to Belgrade, transferring knowledge, establishing processes and ensuring customer SLA’s are met.

October 2011 - October 2013
Maternity leave

May 2008 - October 2011
CCC Supervisor – ATM Incident Management
NCR Budapest
Internal promotion

Main tasks:
 Performance management – Ensuring customer SLA’s and KPI’s are met, translating contractual requirements into objectives for the team
 Resource control: ensuring sufficient resources as regards to the customer agreement (from sales planning stage to execution); driving high utilization of existing resources
 People Management – individual performance against set objectives, handling disciplinary
 Single point of contact for internal and external escalations
 Involvement in several internal projects (e.g. transition of the managed services operation to Budapest)
 Involvement in several external projects (e.g. new service or customer implementation into the existing teams)
 Information Management: Establishing Training documentation from product manuals and from onsite experiance (workshops with the customer), providing training to the team members and driving knowledge and information management in the department.
 Continuous Improvement: Participating in Continiuos improvement events, which are driving the performance of the teams

August 2007 – May 2008
Incident Management - Agent
NCR Amsterdam

Main tasks:
 Incident Management for financial customers in Italy (Email, Phone, Remote console)
 Evaluation and resolve faults remotely via remote monitoring consoles
 Assist the customer over the phone to resolve problems or provide guidance on the usage
 Manage any kind of 1st level customer escalations
 Ensure performance targets and customer SLA’s are met

September 2005 - July 2007
Service Coordinator
NCR Ltd. Eurocentral – Scotland
internal promotion
Main tasks:
 Responsible for ensuring customer specific processes and procedures are followed.
 Monitoring work order progress end-to-end and pro-active call management to ensure that contracted response times are met.
 Co-ordinating the service activity of 20 field engineers on site in Italy. Proactive planning and prioritizing of all incoming work to ensure optimization of resources and that predefined service levels are consistently achieved and contractual agreements met.

August 2004 – September 2005
Customer Care Agent
NCR Ltd. Eurocentral
relocated from NCR Amsterdam
Main tasks:
 Primary interface to internal and external customers and/or their agents.
 Engaging with Call Management team for customer’s inquiries or escalation requests.
 Determining customer entitlement, documenting requests for service and determining criticality.
 Following Global Call Taking tools, processes and procedures.
 Training of new personnel for Customer Care Agent role.

June 2004 – July 2004
Customer Care Agent
NCR –Amsterdam
Main tasks:
 Primary interface to internal and external customers and/or their agents.
 Engaging with Call Management team for customer’s inquiries or escalation requests.
 Determining customer entitlement, documenting requests for service and determining criticality.
 Following Global Call Taking tools, processes and procedures.

January 2004 – March 2004
Teacher of “Tourism Economics” course, part of the “Tourist Beach Animator” program, organized by the Region of Sicily

June 2003 – September 2003
Secretary
Italcamel Travel agency (Italy)
- tasks: secretary, hotel contracts and management

April 2001 – September 2002
Employee in Human Resources department
Ase Travel Agency (Italy)
- tasks: new personnel hire and organization of Language Study Holidays

June 2001 – September 2001
Hostess, courier in the Hospitality Sector
Freelance

July 2001 – September 2001
Internship at Italcalmel Travel agency (Italy) – compulsory university training.

June 1995 – September 1996
Assistant Insurance Agent
Toro Assicurazioni S.p.A.
- tasks: contact with clients, quotes and contracts.

Education 2003
University Degree in Economics and Tourism Management
University of Rimini (Italy)


2002
University diploma in Economics and Tourism Management
University of Rimini (Italy)

1993
High School Diploma in Accountancy

Training and courses 2014
Six Sigma Yellow Belt

2005
Modern Apprenticeship Program in Call Handling Operations (SVQ Level 3) and in Workplace Core Skills (Intermediate 2)

2004
University of Cambridge Esol Exam
KET (Key English Test)

2003
English course “The Language Academy” – Amsterdam (NL)
A2 Certificate

Computer skills Operating system: Windows 2000 /Xp
Software: Office 2003 / Xp; Outlook; internet; AS400, Dispatch1 (Astea Intl.), NCR internal CUI Tools, Lotus Notes, Gasper Vantage ( Licensed to: NCR ATM Incident Management - dispatching programm) GEMS

Angestrebtes Arbeitsverhältnis

Festanstellung

Arbeitszeit

Vollzeit möglich

Gehaltswunsch

monatliches Festgehalt

Gewünschter Arbeitsort

Ort

Berlin

PLZ

D-10115

Suchgebiet

bis 25 km um D-10115 Berlin

Bundesland

Berlin

Land

Deutschland

Infos zu D-10115 Berlin ·  Berlin
Landkarte
Ort:
Berlin
Postleitzahl:
D-10115
Bundesland:
Berlin
Land:
Deutschland
Landkreis:
Kreisfreie Stadt Berlin
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