C . N

Csaba Nagy

Contact

Professional Status

Available soon
Open to opportunities

About Me

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.

Skills

  • 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
  • Defines clear goals in line with organizational objectives
  • Communicates goals effectively on all management levels
  • English
  • Hungarian
  • German
  • 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