Sylwia Kucharska

Responsibilities: Operations Management, Escalations Management, Relationship Management.

- Managing the operational issues with high severity cases within ITIL Incident Management.
- Ensuring the SLA's are met, services are provided according to the relevant processes.
- Expediting the problem resolution process for Premium Customer Accounts.
- Dealing with Customers' escalations and operational concerns within Relationship Management.
- Close cooperation with Engineering and Logistics Teams.
- Cooperation with SSM, SDM, DM and other management levels.
- Monitoring the engineers' working progress to ensure high-touch support.
- Monitoring the case progress to ensure regular feedback to the Customer.
- Monitoring RMAs on-time delivery and providing needed approvals.
- Performing the SPOC duties.
- Working under time-pressure.

Regional Leader - Central Europe
- representing the region to the stakeholders (12 countries)
- reporting - monthly and quarterly reports and presentations

Senior Post Sales Tracking Support specialist
- managing escalations in Cisco Services (incident manager)
- managing internal resources for escalations
- liasing Final Clients, Partners, Cisco internal departments and the Sales team to achieve best and timely solution to a given problem

Achievements:
ITIL Foundations
Cisco Ninja Security White Belt
Cisco Ninja Security Green Belt

– Assist customers with Service Requests and engaging with other Cisco Teams ensuring follow up on each request and solution is provided
– Keep record on critical issues for top customers, as indicated by the Territory Escalation Manager
– Responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction
– Build and maintain excellent understanding of customers
– Continuous improvement of their professional certification level

Achievements:
Reward for the best performer in the Quarter (twice)

– overseeing the delivery of day-to-day technical helpdesk eff orts including receipt, prioritization, documentation, and resolution of information systems products and services
– coordinating referrals to appropriate technical personnel for follow-up
– overseeing the process of maintaining daily logs and equipment malfunction reports
– assisting in the implementation of training priorities for technical helpdesk employees or lead proposals that require a high level of functional or client expertise
– providing 1st line technical support in English and German
– answering support queries via phone, email and web
– maintaining a high degree of customer service for all support queries
– taking ownership of user problems while following procedure
– proact ivity when supporting the client even in a crisis situation
– support users in the use of Computer equipment by providing necessary training and advice
– allocating more complex calls to the relevant 2nd level Support members

– handling inbound calls and email requests from customers in German end English
– interpreting customers' needs and providing customer satisfact ion by helping them resolve their enquiries
– providing high quality service to the international clients by telephone
– maintaining and developing knowledge of products and procedures
– arranging fl ights, insurance and accommodation
– dealing with complaints or refunds

– telephone and E-mail service of Polish and Foreign customer
– contracts and correspondence translation from German and English
– project management of the publishing series
– organizations of corporate events
– organization and operation of business meetings
– making cash report, records of current expenditure
– fi nancial planning in the fi eld of supply
– collaboration with suppliers
– cost optimization
– representation in trade fairs