Csaba Nagy
Technical Services / Project Management Professional open to interim / permanent assignments in Budapest, Hungary
54 years old
Driving License
Budapest Hungary
Professional Status
Consultant
Available
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.
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.
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
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