Experience

VCC Live

• Hungary
• Software Development
• 1 - 100 Employee

• Company Process & Project Manager

  • Sep 2019 - Mar 2023

  A diverse role in an agile company, focusing both on business analysis and solution design, as well as change implementation and project management. • E2E change management responsibility - determine business need, manage implementation, documentation, trainings & aftercare • Increased business units' efficiency by creating cross-functional business processes, and optimizing existing ones • Introduced continous improvement framework using Lean tools (VSM, Kaizen events, Poka-yoke, RCA, standardisation) • Ensure new & existing workflows facilitate business need by conducting interviews, root cause analysis, defining bottlenecks and managing change requests • BPM tool SME (maintenance, upgrades, trainings, etc.) • Act as a Business Analyst with special attention to: * requirements gathering, * requirements transformation, * modelling solutions & processes * identifying value and waste, etc. • Facilitate & manage organizational change to optimize operations of the growing organization • Ensure user adoption of new processes and tools across the whole organization • Stakeholder management (department & C-level) • Manage company-wide projects for various departments (Legal, HR, Finance, etc.) Show less



Richter Gedeon Nyrt. / Magyarország

• Hungary
• Pharmaceutical Manufacturing
• 700 & Above Employee

• IT Project Manager

  • Aug 2018 - Sep 2019

  Managing various pharma related national and international IT projects and changes, as well as managing tenders. Topics included: EDI, SAP, ARIS, implementation of custom developed & out-of-the-box software for various departments (Finance, Procurement, Clinical testing, Engineering, etc.). Managing various pharma related national and international IT projects and changes, as well as managing tenders. Topics included: EDI, SAP, ARIS, implementation of custom developed & out-of-the-box software for various departments (Finance, Procurement, Clinical testing, Engineering, etc.).



Lexmark International, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Vendor Manager | Service Quality & Process Manager

  • Jul 2016 - Jun 2018

  Service Management optimization and Supplier Relationship Management of our Vendor, a Technical Support Center. I also acted as the Quality and Process manager, responsible to create E2E processes and managing projects to drive continouos improvement. Noteworthy results: • Implementation of Global Email CSAT Tool • Improving Vendor KPIs and working efficiency with Lean tools. The Vendor I managed became Vendor of the Year 2016 & 2017 Responsibilities: • Operational management of EMEA technical support center, its KPIs, yearly budget, headcount validation, etc. • Responsible for EMEA-wide operational quality assurance and continuous improvement. • Design new business processes and SOPs; supervise and improve current ones • Coordinate between internal business functions and vendor to optimize E2E delivery and manage operational risks • Lead global & regional projects Show less



Cognizant Technology Solutions

• India
• Consumer Services

• IT Service Transition & Delivery Lead

  • Apr 2014 - Jul 2016

  Successfully managed the outsourcing of complex IT services for a Pharma company. During the business transformation we transitioned successfully from local to a global ITIL-based ITSM model after which we continued to optimize the processes, services and user engagement, as well as acted as IT Service Management and ServiceNow consultants to the client. I was also in charge of hiring & managing the operational team (20 FTE). Noteworthy results: • Managed outsourcing & service delivery of EMEA Service Desk (7 countries covered) for a pharmaceutical GxP envionment • Created EMEA standardized process and knowledge repository for new Service Desk based on localized knowledge • Increased user engagement by 160% and maximized service efficiency Responsibilities: • Managing EMEA & part of the US service transition. • Mapping manufacturing sites' processes and tools, ensuring outsourcing them was effective and improving upon them after takeover (digitalizing some processes, mapping out new and cross-functional processes, etc.) • Taking part in IT Strategy Planning as advisers to the client • Hire, train, manage and coach the transitional & operational team (20 FTE) Show less



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • 2012 - 2014

  Leading team of 18 people for major e-commerce company.Daily people and workforce management; performance/KPI monitoring. Implementing and leading department- and desk-wide projects. Being responsible for English and German reporting as well as coordinating the incorporation of CSI in everyday operations.

• • 2011 - 2012

  Major logistics company - providing L1 and L2 support for logistics software and website for external customers and internal users in 3 languages.


Freelance
• Egypt
• Human Resources
• 1 - 100 Employee
• Translator, Tutor & Copywriter

  • 2009 - 2012