Timea Pavisa
Budapest
Summary
Detail oriented and result driven Support Team manager with over 10 years of experience in leading a team to execute the application and support related initiatives. Skilled in training and coordinating customer service representatives, improving the quality and efficiency of customer service and conducting performance reviews and feedback. Offering a professional attitude, excellent communication and leadership skills, and ability to perform well in the team under pressure.
Overview
18
18
years of professional experience
Work History
Customer Satisfaction and Quality Improvement SV.
Epicor Software Hungary Ltd.
10.2022 - Current
- To increase operational excellence and improve customer satisfaction
- Collaboration with partners
- Review L2 partner’s statistics
- Organize and host QBR meetings
- Check and update ELC reports
- Conducting RCA- defining and understanding service quality gaps, analyzing causes and effects, and devising a solution to the problem
- Creating reports regarding the revenue brought in, supported languages, supported countries.
- Preparing and holding presentations about the current systems and processes
- Training other team members on partner related processes
- Creating statistics and reports on partner performance
Support Team Leader
Epicor Software Hungary Ltd.
03.2011 - 11.2020
- Managing day-to-day activities of the team.
- Motivating the team to achieve organizational goals.
- Developing and implementing a timeline to achieve targets.
- Delegating tasks to team members.
- Conducting training of team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting quarterly performance reviews.
- Contributing to the growth of the company through a successful team.
- Creating a pleasant working environment that inspires the team.
- Hiring, training, and preparing support analysts to respond to customer questions and complaints and troubleshoot problems with services or products.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Attending on meetings with the management discussing current issues and future plans
Application Support Analyst
Epicor Software Hungary Ltd.
04.2008 - 03.2011
- Managing two ERP systems( iScala, E9)
- Maintaining requests in the logging system
- Handling client requests via phone, e-mail and on a web interface in Polish, English and Hungarian languages
- Investigating , testing and solving the software related functional issues
- Mentoring: training new hires
- Reporting the software related bugs and enhancements
- Taking part in testing the new software versions before releasing it
- Tracking procedures and new tools
- Maintaining the chat-system
- Reporting to management about the call status updates, using a checker tool
- Tracking productivity
- Communication with second level and RnD teams
- Administration and scheduling
- Continuous trainings on different modules
Helpdesk Operator
EDS Hungary
01.2007 - 04.2008
- Handling client request received via phone , e-mail or fax in Polish, and English
- Assigning issues to second line support and field support groups
- Translation, interpretation
Liaison Officer
Infinity HR Ltd.
11.2006 - 12.2007
- Convey between the agency in Attleborough and its employees in Carterton
- Arranging national insurance interviews and bank account opening for co-workers
- Organizing the traveling to work for the employees
- People care and mentoring
- Administration and scheduling
Librarian, Scanner Operator
Kelly Services- Google project
01.2005 - 01.2006
- Selection of oxford university library books, under categories provided by the google project organizers
Education
Bachelor of Science - Engineer of Horticultural Sciences
Szent István University
Budapest05.2004
High School Diploma -
Szent László High School
Budapest05.1997
Skills
Computer Skills: Word, Excel, Power Point, Outlook, iScala, E9, E10, Kinetic
Other Skills: Support Professional certificate Introduction to management certificate
B type driving license
IYA yoga teacher ; Hatha-, maternity- and baby yoga
Personal skills: good communication skills, ability to listen and motivate, team-oriented, team- worker, fast learner, stress resistant
Languages
Hungarian
Native language
Polish
Advanced
C1
English
Advanced
C1
Timeline
Customer Satisfaction and Quality Improvement SV.
Epicor Software Hungary Ltd.
10.2022 - Current
Support Team Leader
Epicor Software Hungary Ltd.
03.2011 - 11.2020
Application Support Analyst
Epicor Software Hungary Ltd.
04.2008 - 03.2011
Helpdesk Operator
EDS Hungary
01.2007 - 04.2008
Liaison Officer
Infinity HR Ltd.
11.2006 - 12.2007
Librarian, Scanner Operator
Kelly Services- Google project
01.2005 - 01.2006
Bachelor of Science - Engineer of Horticultural Sciences
Szent István University
High School Diploma -
Szent László High School
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