Klaudia Bartodziej

• Escalation to all 3rd Party Resolving Teams
• Dealing with all open cases reported by the client
• Generating daily/ weekly reports (incident list and ISB Report, which is presented to the customer)
• Generating monthly reports (SLA-Report)
• Cooperation with First and Second Line Agents, Schufa Incidentmanagment, Schufa First Line Agents
• Monitoring and checking of the ticket quality
• Incident handling for all king of tickets the SD creates for Schufa
• Explaining the ticket handling to the SD agents (especially service requests)
• Detecting general problems on the basis of information received from First Line Agents, Resolution Groups and Customer
• Analysis of cases reported
• Reporting general problems to Resolution Groups
• Chasing open cases
• Root Cause Analysis of general problems: requesting, gathering in Outage Database and analyzing
• Case analysis
• Organizing and leading conference calls in relation to current cases, general problems and clients requirements
• Taking part in conference calls related to the processes and operational team
• Checking and reviewing documents related to event monitoring used by the SD and the monitoring team
• Taking part in the communication process between the SD and the 2nd levels (mostly to keep this process straight and minimize all uncertainties)

• Reporting on a daily, weekly and monthly basis
• Creating and sending reports: internal, to Resolution Groups, to the Customer
• Reporting -GOS (Grade of Service report)

• Documentation handling
• Managing rota
• TLs covering
• Escalation to all 3rd Party Resolving Teams where incidents may or needs to be escalated
• Dealing with all open cases reported by the client
• Generating monthly, weekly and daily reports
• Regular meetings with Service Delivery Manager and Operations Manager;
• Cooperation with First and Second Line Agents
• Detecting general problems on the basis of information received from First Line Agents, Team Leaders, Resolution Groups and Customer
• Analysis of cases reported
• Reporting general problems to Resolution Groups
• General problems coordination between project members, Resolution Groups and the client
• Chasing open cases
• Root Cause Analysis of general problems: requesting, gathering in Outage Database and analyzing
• Case analysis
• Organizing and leading conference calls in relation to current cases, general problems and clients requirements

• First line Support
• Reporting -GOS (Grade of Service report)
• Transition of Chevrolet Germany helpdesk
• Participating in job interviews testing German language knowledge
• Managing rota

• Expenditure control
• Installment payments control
• Reporting