Melanie Endreß

- Leading a team of Onsite Service Engineers - Escalation Management - Ticket Analysis - Process clarification and improvement - Regular conference calls between client and our company - Ressource planing and allocation arrangements - Initiate measurements for Quality Improvement - Quality Analysis - Onboarding of transition employees - working together with Service Partners to ensure Service Delivery

Ansprechpartner für Business Units, assistieren der Business Units bei Service bezogenen Verhandlungen, Bestandsaufnahme von Service Aktivitäten, Analyse der Service-Bereiche und identifzieren von Blockern innerhalb der Organisation. Erstellen eines Planes und Einleitung bzw Vorstellung einer Roadmap für eine Veränderung und Modernisierung des Services und dessen Aufstellung.

- creating procedures & develop work-structures - freelancer management & invoicing - adjusting of staffing & resource planning - tool administration - analysing & creating reports - communication with other departments - fraud analysis - creating road-maps for long term goals - developing actions for performance & quality improvement - internal & external point of contact for Customer Support - assistance for legal related research

- planning & organising onsite engineers - coaching & qualitymonitoring - communication with other departments - training of new employees - documentation & structuring of workflows - optimizing procedures & processes - traveling to other service sites or clients - handling customers & their expectations - participating in conference calls - analysing reports & data to provide beneficial feedback to clients and customers - working on actions for improvement of the current KPI's

- Training of Newhires (Hardware, Database, Softskills) - Technical Mentor - Coaching and Quality Controle - Handling Escalations - Analyzes of weekly KPIs - Evaluating Customer satisfactiona nd providing feedback - Documentation of Procedures - Correspondence with Customer and Clients