Experience

Worldline Switzerland

• Switzerland
• Financial Services
• 300 - 400 Employee

• Head Terminalsupport

  • Oct 2021 - Present

• Head Terminal Support

  • May 2019 - Oct 2021

  Mandat:-Führung von 20 Mitarbeitern des 1st und 2nd Level Supports-Erfüllung der Service-Qualität anhand von SLAs-Lieferung KPIs inklusive Erhebung der Massnahmen für Qualitätsverbesserung-Partner Manager eines externen Service AnbietersSchlüsselfunktionen:-Analyse und lösen der technischen Probleme am Point of Sale (POS)-Schnittstelle zu 3rd Level Support-Schnittstelle zu Service Provider

• Senior Customer Integration Manager

  • Jan 2017 - Apr 2019

  Integration:Turn customer needs and customer onboarding into an excellent customer experience.Responsibility:- Supports SIX Merchant Services and the customer to ensure an efficient onboarding into the SIX application landscape- Ensures and coordinates smooth go live and contingency within the pilot and productive phase - Serves as onboarding coordinator for all operational requests for new customers- Works together with internal teams, clarifies potential issues, ensures feasibility and ensure timely resolution- Focuses on high accuracy and clear communication towards the customers (Key Account Managers, Premium Advisors and SIX Organization)- Ensures as supervisor in collaboration with the Advisor commercial as well as internal billing and internal cost accounting of all services and products- Ensures fulfillment of the agreed SLA’s, OLA’s and operational concepts- Can be accountable for assigned customer base and supports as required with major customer issues - Can act if needed as Service Manager or fulfill partially task of a Service Manager (case or project related) Show less

• Head Terminal Technical Support

  • Jan 2015 - Dec 2016

  Mandat:-Führung von 25 Mitarbeitern des 2nd Level Supports-Erfüllung der Service-Qualität anhand von SLAs-Lieferung KPIs inklusive Erhebung der Massnahmen für QualitätsverbesserungSchlüsselfunktionen:-Analyse und lösen der technischen Probleme von POS & E-Commerce -Releasemanagement und Roll-out der Terminal-Software-Feldversuche von neuer Hard- und Software-Schnittstelle zu 1st (Contact Center) und 3rd Level (Entwicklung)



SIX Card Solutions

• Head Terminal- und E-Commerce Support

  • Apr 2010 - Jan 2015

  Führung von 8 Mitarbeitern des Terminal- und E-Commerce Supports

• Product Trainer

  • Jan 2007 - Apr 2010

  Produkt- und Prozess Schulungen für 1st Level Customer Care Mitarbeiter

• Schichtleiter

  • Jan 2005 - Jan 2007

  Schichtleiter 24h Call Center mit Fachführung