André Vondran

Responsible for the day-to-day operation projects. Day-to-day communication with and reporting to client. Manage Team Leader(s) and support agents' needs and performance. Meet monthly SLA targets. Implement project change requests.Liaise with 3rd parties to ensure an efficient and speedy resolution to customer requests.Proactive maintenance: check-up of the KPIs infrastructure in technical rooms, including all connections with Telco carriers. Technical documentation management, creation, and updating.

Responsible for the day-to-day operation projects. Manage Team Leader(s) and support agents' needs and performance. Meet monthly SLA targets. Implement project change requests. Design and implement corrective actions in order to improve training, staffing and QA performance. Development customized reports in answer to client's and management requirements; Management, coaching, training and mentoring team.

Projects Coordination; Budget follow up; Quality Assurance; Evergreen list. Metrics Stewardship; Document Key Control Verifications; Management of customer relationship and key partners, as well as managing multi-disciplinary & multi-national teams and subcontractors. Managing 3rd party Stakeholders Statement of Work and implement Terms and Conditions and the financial & contractual contingencies.

Point of contact for offshore staff, monitor and management of incidents to SLA's. Root Cause Analysis. Handling different functions right from strategic planning, organizing to looking into minute details of the project. Projects Coordination; Budget follow up; Quality Assurance; Evergreen list. Metrics Stewardship; Document Key Control Verifications; Managing 3rd party Stakeholders Statement of Work and implement Terms and Conditions and the financial & contractual contingencies.

Scope, define, manage, and lead the implementation of online projects from inception, to production launch and post-launch assessment, based on business requirements defined by the stakeholders. Defect Management and Risk mitigation. Plan and execute training and coaching. Establish Quality Assurance (QA) standards, processes and procedures are being followed. Develop, maintain, and execute test plans, procedures, and cases.

Business requirements evaluation, status report, process and procedures optimization planning and implementation. Insurance of compliance to all Corporate Policy and Regional standards, processes and procedures. Crafting detailed business/technical specifications for product line enhancements, new products or specific marketing programs. Overseeing the implementation and ongoing maintenance associated with all content releases to the site.

Coordinate resources. Responsible for quantitative measures archived and processed for use as a source of historical data for assessing the effectiveness of the estimating techniques. Supervise the team's daily work and ensure everybody is working efficiently. Maintain a cordial relationship with clients. Ensure the project is completed within the estimated budget.

Conduct follow-up meetings on a regular basis and ensure everybody is on track. Deal with all slackness such that there is no delay in completion of the project, thereby documenting the progress. Deadline monitoring and process supervision. Bugs reports for code modifications. Cross references and compilation of the online help contents. Working with Business, Marketing and IT resources to create new versions and designs of products.

Visual & Functional testing of the localized eCRM software. Bugs reports for code modifications during Migrations. Cross references and compilation of the online contents.