Experience

CANON EUROPE LIMITED

• United Kingdom
• 1 - 100 Employee

• Product Marketing Specialist

  • Sep 2019 - Present

  Working closely with Marketing Strategy and Business Operations to define the new product introduction and on-going product marketing activity for the entire consumer product range. My key responsibilities are: Owning and managing the product range and working closely with each functional marketing team/channel to deliver the best practical marketing mix for product launch and life-cycle. Developing, maintaining & understanding detailed information on the market, technologies, products and competition – to secure: product positioning, marketing activity planning, training & sales budgeting support. Communicating, tracking and reporting the product launch implementation among all stakeholders - Product Management, Product Strategy, Content Planning, National Sales Organisations, Marketing Management, Business Operations, Marketing Services, and Canon Inc. - using SharePoint and other file sharing solutions. Developing and delivering key sales and marketing product training, both internally and externally to videographers, photographers and agencies. This will enable effective product sales & marketing across EMEA, while empowering our customers to successfully sell our products. Providing a pre-and post-sales, technical support service, including but not limited to photography video and audio related topics, knowledge of latest network (wireless, wired) technologies, to our national sales organisations & external customers at events.

• EMEA Contact Centre Training & Quality Specialist (B2B / B2C)

  • Dec 2015 - Aug 2019

  Design, develop and deliver new training material and curriculum based on ongoing needs. Evaluate existing training to ensure they are fit for purpose and develop new programmes to address any gaps. I am responsible for all training material including its maintenance and safe storage of the master training files, using SharePoint, as being the site owner, and in addition administrator of the customer support SharePoint site. Deliver training to internal and external Contact Centre stakeholders as needed. Providing accessibility pro-actively to trainers, specialists, quality analysts, and taking the leadership, really helps in daily communication with our contact centre, as it is essential to ensure all class objectives are achieved according to a pre-defined plan. Quality monitoring / Customer Satisfaction: Monitor the accuracy of information given to customers and give solutions on any improvements needed. Organise visits from different countries and do quality calibrations. Use customer satisfaction figures and feedback as the basis for developing new offerings aimed at improving upon the scores achieved. Suggest, develop and implement process improvements based on training feedback as well as quantitative and qualitative analysis of the Contact Centre operations. Responsible for documenting and updating all processes in the Knowledge Management portals, bearing in mind the local laws and regulations and occasionally seeking legal advice from internal legal departments.New products and technology: I am responsible for all Contact Centre new product launch processes including but not limited to the ordering of products for both the Tier 1 and Tier 2 B2C contact centre operations, the design, maintenance and quarterly auditing of detailed product inventories and the documentation of any information relevant to the operations in the Knowledge Management systems, all this is achieved by maintaining a close relationship with the international Marketing teams.



Canon

• United States
• Advertising Services

• Customer Support Specialist in Level 2 Helpdesk

  • Feb 2007 - Nov 2015

  Coaching and training: Create and deliver coaching and training programs / presentations to level one and level two helpdesk agents. This would involve new product specification and detailed technology within the Canon products.Quality monitoring: Monitor the quality/accuracy of information given to customers from the Canon first level Helpdesk and report and give solutions on any improvements needed. Carry out mentorship visits in different countries and also do quality monitoring.Technical support and trouble shooting: Provide high level of technical support and trouble shooting to direct and indirect customers with technical and marketing inquires, ensure internal targets and service level agreements are meet. This will include dealing with manager complaints in a professional and timely manner by email, letter and telephone.Technical solutions and translations: Provide Canon product related technical solutions for the Canon European website and local Hungarian Web Site. Create translation documents from English to Hungarian and Hungarian to English in a technical format.Development: Help with new, constructive ideas and feedback on the new Canon Administrative Tool, which is a tool for maintaining the customers’ enquiries, details and the statistics about the workgroups’ productivity.New products and technology: Ensure self development is kept up to date with any new products and technology Canon launches as well as keeping on top of competitor products and technology.In addition to my normal roles I also maintain the training stock and the training stock database.



Canon Hungary

• Service Engenier

  • Nov 2003 - Feb 2007

  Main duty: Repair single function and multi function ink jet printers, scanners, calculators, multimedia projectors.Consult and provide: Canon product related technical/repair solutions to the Authorised Service Facilities.Practical experience: Reporting special cases to the Hungarian Product Specialists and help them with practical experience to find theoretical solutions.Refurbishing: Dead On Arrival products’ refurbishments.Customer handling: Maintain contact with internal/external partners and customers.In addition Maintain the repair consumables stock. Help during the yearly stock check.



Vidikon Ltd.

• Machinery Manufacturing

• Hardware Engineer

  • Jul 2003 - Oct 2003

  Developing, installing, servicing CCTV/dome cameras, developing quality control systems, at the hardware level. Organise meetings with the customers and transporters during the developing stage.