Experience

Tungsten Network, a Kofax company

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Service Delivery Manager - EMEA

  • Mar 2021 - Present

  ▪ Responsible for portfolio of clients, managing Buyer relationships at an operational level; ▪ Serving as SME / Client's service delivery expert, ensuring delivery to contract KPIs’ and SLAs; ▪ Work closely with client’s commercial manager to explore new business opportunities; ▪ Manage clients’ escalations Severity 2 and Severity 3 client incidents; ▪ Input into continuous improvements of the service delivered to the specific account; ▪ Project manage client specific process changes; ▪ Facilitate the client facing and internal documentation Show less



Tungsten Network

• United Kingdom
• Personal Care Product Manufacturing

• Service Delivery Manager - US

  • Feb 2020 - Oct 2020

  ▪ Responsible for portfolio of clients, managing Buyer relationships at an operational level; ▪ Serving as SME / Client's service delivery expert, ensuring delivery to contract KPIs’ and SLAs; ▪ Work closely with client’s commercial manager to explore new business opportunities; ▪ Manage clients’ escalations Severity 2 and Severity 3 client incidents; ▪ Input into continuous improvements of the service delivered to the specific account; ▪ Project manage client specific process changes; ▪ Facilitate the client facing and internal documentation; Show less



Sutherland

• Information Services
• 1 - 100 Employee

• Team Manager

  • Feb 2018 - Jul 2019

  ▪ Manages the operations in term of: - Maintaining Service Levels within targets prescribed; - Coordinating the team workload with the consultants and senior consultants; - Balancing the efficiency at which the team works while not compromising quality of work; - Ensuring that Customer Satisfaction and Quality metrics are met and maintained at a high standard; - Coordinating all tasks which need to be completed by various team members; ▪ Reviews performance for all subordinates and discusses areas of improvement and areas of excellence; ▪ Conduct monthly meetings to discuss performance with their subordinates, elaborate improvement plans and share best practices; ▪ Calculate and communicate the monthly performance incentives with his team; ▪ Communicate with the Vendor Managers regularly, providing information on performance and progress; ▪ Work on Manpower calculations based on forecasts and trends; ▪ Conduct interviews for any new candidates we need to hire; ▪ Supervise staff training, motivational and incentive programs, and adherence to personnel policies and standards; ▪ Prepares staff progress and productivity reports for Weekly, Monthly and and Quarterly Business reviews and meets due dates; ▪ Initiates client escalations, proactive actions and ensure client satisfaction after approval of their line manager; ▪ Ensure that the team adheres to the rules and regulations (Code of Conduct, Labor code etc.); ▪ Take up and complete any further tasks as prescribed and discussed with the upper management; ▪ Follow any updates/processes and complete all given tasks within the time specified; ▪ Follow the hierarchy structure for escalation of any issues related to work; ▪ Perform other lawful tasks delegated by the management; ▪ Adhere to the rules and regulations of the company; ▪ Adhere to the work schedule; ▪ Adhere to the non-disclosure agreement; ▪ Motivate and develop all subordinates and build a team spirit. Show less



Sixty K Ltd (60K)

• Bulgaria
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• • Apr 2013 - Jun 2017

  ▪ Raising performance by supporting and challenging my team through regular performance and development conversations;▪ Engaging, motivating and influencing my team to deliver their best;▪ Ensuring my team have the knowledge they need by talking to them regularly and encouraging them to talk to me;▪ Training, developing and coaching my team to help them be the best they can be;▪ Taking part in the recruitment, selection, new start process & training induction of advisors when necessary;▪ Leading by example both in terms of delivering a great customer experience and by demonstrating the company’s Values & Best Behaviours;▪ Managing the day to day team operation that delivers the set KPIs;▪ Identifying ways to improve the customer processes;▪ Contributing as part of the Management team and carrying out ad hoc activities;▪ Carrying out duties to comply with the company’s Health & Safety Policy;▪ Acting as Duty Manager as required. Show less

• • Mar 2011 - Apr 2013

  ▪ Providing high quality customer support services via telephone and/ or e-mail/ chat to the end users of the Client and at same time meeting the clients’ service level agreements.▪ Reacting on customers’ requests promptly and in a professional manner;▪ Involved into dynamic and professionally structured business process and responsible to keep up with the level of customers’ satisfaction expectations.