Sandro Franz

Customer Facing Consulting, for Workstation Projects in Technologie, Hardware Sizing and environment, Software and Configuration, Consulting for all internal and external Stakeholder to its running Projects for Workstation Solutions on Dell

Responsibilities - Incident / Problem / Escalation / Resource Management / Communication Lead for EMEA customer and internal Stakeholder

> team/agent based analysis of WCM metrics, hard and soft skills to develop individualy action plans with individual coaching and training to improve the quality of service > handle political escalations and guide best practice handling to prevent escalations > identify CLCA root causes and improve existing processes and structures

> handle technical escalations and guide best practice handling to prevent escalations > firstline agent coaching and training to improve the quality of service > identify CLCA root causes and improve existing processes and structures

> technical support for SAP ERP applications, Network and HW incidents > problem handling , escalation handling > root cause analysis

> squad leader of the armament maintenance and repair squad in Amberg > division and monitoring of recurrent maintenance work (people and incident management) > referring of not detachable incidents to the parent department and preparing the following problem management