пропозиції роботи
Zbigniew Grądzki
Customer Operations Manager, BT
Warszawa,
mazowieckie
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Doświadczenie zawodowe
Operations Manager
At the moment I am a member of a customer facing operational team of higher level technical people, giving the 2nd line basic, intermediate and advanced support to voice infrastructure and services to a specified customer.
My role covers primarily the management of the Front Desk: agents’ work coordination, performance optimization, process modelling and improvement, reporting and people supervising. It also concerns daily maintenance and service stability assurance, enquiries, incidents resolution, order/change implementation, advanced problem management and complex project coordination.
Some operational responsibilities:
- To ensure that calls are answered within the targets, using the agreed customer salutation
- Ensure the seamless and continuous efficiency of the Front Office by senior supervising
- To meet or exceed customer-specific SLA and contractual commitments
- To work proactively and deal with current and potential issues of high complexity
- To host, support and coach younger team members
- To present the personal/group flexibility when the corrective action required due to the quality issues identified, highlighting areas of poor supplier performance
- To maintain and enhance working relationships with customers, suppliers and other business units, to provide prompt fault repair, change/order implementation
- To ensure that all agreed communication, notification and escalation processes, both internal and external are kept and delivered (customer updates, etc)
- To undertake advanced problem analysis (root cause, reoccurring faults, trends) to identify opportunities for improvement and initiate investigation and corrective action, where appropriate
My role covers primarily the management of the Front Desk: agents’ work coordination, performance optimization, process modelling and improvement, reporting and people supervising. It also concerns daily maintenance and service stability assurance, enquiries, incidents resolution, order/change implementation, advanced problem management and complex project coordination.
Some operational responsibilities:
- To ensure that calls are answered within the targets, using the agreed customer salutation
- Ensure the seamless and continuous efficiency of the Front Office by senior supervising
- To meet or exceed customer-specific SLA and contractual commitments
- To work proactively and deal with current and potential issues of high complexity
- To host, support and coach younger team members
- To present the personal/group flexibility when the corrective action required due to the quality issues identified, highlighting areas of poor supplier performance
- To maintain and enhance working relationships with customers, suppliers and other business units, to provide prompt fault repair, change/order implementation
- To ensure that all agreed communication, notification and escalation processes, both internal and external are kept and delivered (customer updates, etc)
- To undertake advanced problem analysis (root cause, reoccurring faults, trends) to identify opportunities for improvement and initiate investigation and corrective action, where appropriate
ICT Consultant
Support and administration of customer voice infrastructure. That inslude such a elements as: Nortel PBX, Symposiu, Meridian Mail, Miran
ICT Senior Specialist
Support and administration of customer voice infrastructure. That inslude such a elements as: Nortel PBX, Symposiu, Meridian Mail, Miran
ICT Specialist
Hewlett-Packard Poland
Support and administration of customer voice infrastructure. That inslude such a elements as: Nortel PBX, Symposiu, Meridian Mail, Miran
Szkolenia i kursy
- Certified at ITIL Foundation for IT Service Management
- practical knowledge of ITIL practices especially Service Support
- Certified at Nortel Symposium Installation and Administration
- practical knowledge of Nortel Meridian, Symposium, Miran, Meridian Mail - administration and design
- Certified at Cisco Academy - CCNA
- practical knowledge of ITIL practices especially Service Support
- Certified at Nortel Symposium Installation and Administration
- practical knowledge of Nortel Meridian, Symposium, Miran, Meridian Mail - administration and design
- Certified at Cisco Academy - CCNA
Edukacja
bazy danych, magisterskie
Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie
bazy danych, inżynierskie
Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie
Specjalizacje
IT - Administracja
Wsparcie techniczne/Helpdesk
Zainteresowania
music, building models
Grupy
Polsko-Japońska Akademia Technik Komputerowych
Najlepsza niepubliczna uczelnia techniczna w kraju, według rankingu Perspektyw i Rzeczpospolitej. Uczelnia zwraca szczególną uwagę na dostosowywanie programów kształcenia do wymogó
