David Singer

In this role I am responsible for daily Technical Support Call Centre operations in 3 locations (Bratislava, Prague and Warsaw), now including Stockholm. The main task is to run smooth operations across 4 countries delivering superior customer experience with an optimized cost structure, working closely with the stakeholders (Human Resources, Finance, Talent Acquisition, Learning & Development, Capacity Planning etc.) to ensure appropriate and skilled head count while remaining within budget constraints.

I was part of the Central EU Services Mgmt Team reporting to the Regional Services Director, I was leading a team of 21 people (2 people managers reporting to me), responsible for driving continuous improvements in the Customer Experience programmes, managing a Project Management Office, driving financially oriented projects within the Services Organization, driving Contacts Prevention programme, QMS, preparing Services for ISO 9001:2000 Certification.

Reporting to the Regional Services Director, I was responsible for driving business process improvements (quality & financial metrics), working directly with the EMEA Services and Finance organization. In July 2005, Dell started its new operations in Halle, Germany, where I was running interviews hiring people managers and support functions and assisted in the ramp up process as an interim training manager, coordinating new hire trainings. While in this position, I was delivering Six Sigma trainings.

Managing a team of Customer Services Resolution Specialists, handling local and executive Customer escalations and driving Closed Loop Corrective and Preventive Actions. In this role I have developed an intranet Escalation Tracking application (ASP.Net, MS SQL 2000 based CRM system) which is currently being used by all customer frontline functions across EMEA (recognized with a company 2004 Gold Award). This project was later Six Sigma Green Belt Certified with $215.000 annualized cost savings.

Assisting during ramp-up of new Technical Support frontline teams, Mentoring, Service Call Dispatching, Handling Customer and Technical Escalations.

Answering Customer Calls (German, English, French), technical problem troubleshooting on the phone (Inspiron Notebook, Dimension Desktop and Peripheral Devices). Arranging Service Interventions (Service Calls) on site via identifying and ordering defective part and assigning technician or courier to deliver and replace the part.

As a freelancer, together with a group of students, I was developing e-commerce web solutions for several companies from my previous networks, like Rowenta, Krups, WAP ALTO etc.

In the international e-business solutions provider GT Systems, I have been involved in leading of large Customer Relationship Management System implementation projects and e-Commerce solutions as well as managing the “look-and-feel” of their respective graphic user interface.

While studying on the Stanton College I was working as a part-time bar tender in the Corney & Barrow Wine Bar Network in the City of London.

HP Tronic was a home electrical appliances wholesaler with primary focus on importing Moulinex Group products to Slovak Republic. As an advertisement manager I have led advertising campaigns for Moulinex, Krups and Rowenta in print media and guided billboard campaigns. I have also conducted several sales activities supported by direct mailing and own web pages. I have created an online analytical report application using Microsoft Excel 2000 VBA and Microsoft SQL Server.

I have participated on web-projects, created numerous web pages for inland as well as international clients (Slovak Barrister Association, National Mint, Sony Slovakia, DMD Holding, German Embassy in Slovakia etc.).

Emel s.r.o. is an information technologies supplier and Internet Service Provider. As a novice web designer, I have first created the company’s web site and then participated on several web projects e.g. for Nissan Slovakia.

Management Quality Management Internal Audit Customer Relationship Management Marketing