Matthias Bucheli

• Monthly team coaching/ Quality benchmarking / 1-2-1 sessions / Monthly team meeting • Daily team management and supervision • Appraisals / probation meetings / KPI bonus meetings • Return to work meetings/attendance and time keeping management (including HR processes/meetings) • Managing team and individual development plans and actively drive career development • Act as an external or internal customer liaison •Acting as a subject matter expert for the department for various things

•Delivery of internal knowledge testing (including feedback and coaching with all agents in the department) •Liaising with Vodafone Europe (including visits to London, conference calls and attending Skype chats with site developers to drive the project forward) Dealing with various European Vodafone operations as they were escalating 3rd level cases to us. This included going to Germany and training their manager/trainers on the subject while also aiming to better the communication and optimising processe

3 year apprenticeship in various departments. Then 2 years as a Claims Handler / Case Manager