Highly skilled Services/Project manager with over 15 years of experience developing and executing business support strategies in alignment with corporate objectives. Experienced leader of multicultural cross-functional teams with emphasis on customer satisfaction and operational improvement. Experienced in total quality management principles that has delivered process improvements that improve customer satisfaction and reduce costs. Certified Project Management Professional with over 15 years of experience in applying project management principles to complex projects. Leader and key contributor in wide-range of projects including business strategy development, software development & introduction, and process development & simplification projects (including Six Sigma and Kaizen-Lean methodologies). Excellent verbal and written communication skills both in English and Hungarian.
Specialties: Experienced implementer of global service contracts, new customer onboarding, process development and change management projects. Seamless and consistent round-the-clock service delivery through multicultural virtual teams in an SSC environment.
Strengths: Building relationship and trust with customers. Process improvement, methodology development. Establishing, integrating and managing multicultural geographically dispersed teams. Key contributor and effective leader in change management activities.
Experiences
Program Manager (contract based)
E.ON Digital Technology
Since January 2020
As a member of a team of project managers entrusted to lead the part of two projects that deals with the separation of companies' data in EON's global SAP ERP system enabling a successful handover of the divested companies to their respective new owners.Leads the local stream of the global SAP ERP system roll-out project on the new S4HANA platform.Steer the the IT stream of the migration of multiple subsidiaries into the mother company.
Service Transition and Delivery Lead, Hungary (contract based)
Wipro
May 2018
to December 2019
Consultant
Budapest
Hungary
Responsible for customer engagement and for establishing a competent application support team that can acquire knowledge from current support staff. Manage application support transition from planning through knowledge transfer including go live until the end of stabilization. Then responsible for day to day application support activities, SLA and KPI management and operation reviews with the customer.
Senior Project Manager (contract based)
Telenor
August 2017
to April 2018
Consultant
Törökbálint
Managed legal compliance projects including EHT (Hungarian Telco Act) compliance for the post-paid customer segment and the project aiming to prepare the company for EU’s General Data Protection Regulation (GDPR).
Project Delivery Manager
BP
October 2014
to August 2017
Full-time
Budapest
Hungary
As Project Delivery Manager manage the delivery of projects through the complete lifecycle from aspiration through to Operations. This includes ensuring that the project is delivered on time, meets business & technical requirements and is within the agreed budget. Typically, there is a higher degree of complexity and could be part of a work stream in a program of work in the local centre.
Key accountabilities: • Direct and manage project development from beginning to end • Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders • Develop full-scale project plans and schedule project timelines and milestones • Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion • Review the work plans created, validate schedule, dependencies, and resource utilisation across work plans • Set and continually manage project expectations with team members and other stakeholders • Own management of stakeholder expectation alignment gaps and/or gaps in meeting client expectations • Monitor and control the quality management process, manage expectations, conduct milestone reviews, manage process performance, conduct continuous improvement and causal analysis activities • Develop and deliver progress reports, proposals, requirements documentation, and presentations • As guided, setup governance with the right members to ensure strong governance and escalation points • Identify and resolve issues and conflicts within the project team - oversee the implementation of corrective actions and review current mitigation and resolution activities • Identify and manage project dependencies and critical path • Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements • Manage virtual teams across multiple geographies to deliver the transition within project delivery timelines and on budget
Business Operations Manager
Liferay Hungary
October 2013
to September 2014
Budapest
Hungary
As an acting General Manager managed back-office support including Finance, HR, IT and Facility Management. Provided day to day support to the Subscription Services team. Responsible for budget management, cost control and daily operational activities such as vendor selection, contract negotiation and liaison with vendors. Dealt with performance and compensation management and career development ensuring proper employee motivation and through that improved customer satisfaction.
Service Transition Program Manager - Avaya Operations Services
Avaya
July 2012
to June 2013
Budapest
Hungary
Managed onboarding programs for the managed services customer base of Avaya. Oversaw onboarding activities from SOW sign off till customer hand-over to support. Involved project resources as per program needs. Managed customer communications, process development and escalations. Overall responsibility for the management of multiple customer onboarding activities running parallel. Dealt with customer communication in person, over the phone and email.
Key achievement: Successfully completed onboarding programs for multi-million dollar customer contracts across multiple regions and time-zones.
Technical Support Manager – Global Onboarding Team
Avaya
October 2006
to June 2012
Led customer and partner Secure Access Link technical onboarding globally. Directed a multi-location, multicultural team supporting technical onboarding and SAP Customer & Material Master Data management. Managed customer communications, trainings and escalations. Managed technical onboarding operations for modem-based customer connectivity solutions for all non-US regions.
Key achievements: Reengineered internal processes by participating in projects using Six Sigma and Kaizen-Lean methodologies with leveraging work-synergies and eliminating waste. Saved cost while delivered exceptional service by establishing and managing a temp-based team in low-cost geography supporting project-based, specific onboarding needs
Technical Support Manager - Technical Registration Team
Avaya
September 2005
to September 2006
Directed Technical Onboarding activities for the entire EMEA region. Identified human resources needs for specific activities and assured necessary processes, standards, and personnel. Developed, implemented, and enhanced customer onboarding strategies in accordance with other regions. Planned and executed delivery of international projects. Facilitated communications between higher management and regional teams.
Key achievements: Established technical registration service from scratch including process definition, hiring, training, execution and monitoring. Cut service delivery time by 34% through organizing and managing data clean-up projects.
Client Services Manager – Remote Alarms Management Team
Avaya
September 2001
to September 2005
Promoted to support the development of Automated Alarms Management for all international regions. Coordinated a 7x24 operational multi-location support team insuring the appropriate management of system generated alarms and handling of customer calls during out of normal business hours. Supervised team related human resources processes. Key member of the Business Continuity Management Team.
Key achievements: Implemented and managed out of hours call center operation for the EMEA region. Saved 43% on resource cost by successfully migrating an entire operation into low-cost geography including project planning, hiring and training activities
Logistics Director
Asbis Hungary Ltd.
August 1999
to August 2001
Hired to manage the set-up and operation of the “one-stop-shop” warehouse in Budapest based on requirements set by corporate leadership. Due to requirements of increasing cross-border sales took over the management of the Hungarian bonded warehouse and cross-border goods shipments. Worked with customs and shipment agencies insuring that both local and international customers received orders in a timely fashion.
Coordinated international shipments and customs clearance of goods over $7M annual value
Managed the set-up and operation of a local warehouse with $2M annual turnover
Managed the roll-out of Exact a company-wide accounting and invoicing software in Hungary
Cut $150k cost by reclaiming VAT and customs taxes for goods shipped outside of Hungary
Organized and hosted Intel’s Partner recruitment road-show in six major cities in Hungary
Owner and General Manager
Tenax Ltd.
August 1996
to July 1999
Created paperwork and presentation for purchasing tenders
Participated in hiring a team of seven associates
Oversaw financials, managed relationship with bookkeepers, managed cash flow operations
Developed a channel of 18 permanent partners
Negotiated contracts with distributors and managed the set-up of channel operations including market-leading brands such as EPSON, HP, LG, SONY, MAXELL, TEKTRONIX, etc.
Responsible for all areas of the business including sales, customer support, channel management, finance, human resource management and legal matters.
Owner and General Manager
PharmaComp Ltd.
September 1993
to August 1996
Established a customer base of 8 permanent support contracts with different kind of businesses such as a law-firm and high school
Provided 7x24 on-site customer support for business-critical IT-related activities with tight SLA
Responsible for all areas of the business including sales, customer support, cash-flow management and accounting.
Talent selection - established highly-motivated teams from scratch including local and remote talent selection and hiring
Goal setting - defined work activities with appropriate SLAs and KPIs, trained resources and motivated them to achieve critical business results
Multi-cultural awareness - managed a team of 30+ associates at 8 locations in 5 different time-zones
Easily establish good rapport with customers
Managed numerous customer escalations on a daily basis
Particpated in a 7x24 management duty schedule providing customer management support during out of normal business hours
Keeps commitments made to management and customers
Trains customers on processes to improve customer satisfaction and reduce unnecessary escalations
Can create project charter involving appropriate stakeholders
Can create detailed project plan
Can execute project plan keeping time, cost, resource constraints under control while minimizing risks
Effectively communicates project status to all stakeholders
Identify problems and works out feasible solutions, presents solutions to decision makers
Makes all efforts to operationalize the solution in accordance with all stakeholders (somethimes conflicting) interests
Telecommunications
People Management
Change Management
Problem Solving
Team Management
ITIL
Business Management
Team Leadership
Process Improvement
Operations Management
Project Delivery
Project Planning
Customer Service
PMP
Service Delivery
Service Management
Business Process
Managed Services
Call Centers
Contact Centers
Management
Troubleshooting
Avaya
Unified Communications
Telephony
Project Management
Program Management
Training
Customer Satisfaction
Six Sigma
Enterprise Software
Vendor Management
Leadership
Strategy
IT Service Management
Professional Services
PMO
Education
MBA
Buckinghamshire New University
September 2007
to June 2010
Business Administration and Management, General
PMP
PMI
2012
Project Management Professional Certificate cert. no.: 1514747