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<pre>Array ( [var] => cut_url ) </pre> Resume for Harald G. for Customer Support / Client Care / Telecommunications Services in Graz, Austria. Search More Resumes for Customer Support / Client Care on Resumark.com #SR2JOE8RQ
 

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Resume for Harald G. for Customer Support / Client Care / Telecommunications Services in Graz, Austria




Occupation: Customer Support / Client Care Industry: Telecommunications Services
Country: Austria City: Graz
State: Steiermark ZIP: 8020



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CV Harald G.
Page of
CV
Harald G.
Lissagasse – Graz Austria
Born on
rd
September in Graz
Not married – no children
Mobile Phone: +
Email:
Competences
Development and Leadership of international/regional/ world wide after sales teams
and service organizations BB / BC
Customer Service Management of international BB customers including Service Level
Agreements Management
International Service Network Management, choosing and implementation of external
service partners and networks /Outsourcing,
Leadership of local and international virtual service teams and service management
teams
Project management in international customer service to optimize and expand existing
service structures, networks and processes, as well as setup of new service networks
and process structures.
Call Centre Management with setup and structuring of customer support setups
Logistics Management for optimum operation in international setups / centralization
Quality Management / Digital Six Sigma Strategy Development and implementation,
Product Safety management, Cost control and reduction management.
Routine and good skills in MSOffice: Word, Excel, Outlook; Internet und Lotus Notes
Languages: English – oral and written, Italian – Basic knowledge
Academically qualifications
Studies of Electrical Engineering with leaving examinations Ing. HTL
High School: Secondary Technical School Electrical Engineering, Pinkafeld, Austria
Schools: Ground school Graz / New Middle school, Graz, Austria
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CV Harald G.
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Professional development
Efkon AG
since /
The company with employees worldwide deals with manufacturing and sales of
systems for electronic toll collection, traffic control and toll control ITS,Enforcement
Systems, Traffic Telematic Systems, Electronic Toll Collection, Video Surveillance.
Manager After Sales , Graz, Austria
since /
My responsibility is to design, implement and lead the new established international business
unit After Sales Services as well as the management of international customers and system
integration companies, the cooperation with all relevant departments within the company like
sales, product development, product management, legal, finance and others as well as the
international branch offices.
I am reporting directly to the global Director of the business unit ITS Services and Solutions.
Tasks:
• Overall responsibility for the development and management of the international business unit
After Sales Services
• Process development and implementation
• Service and maintenance contracts development and management
• Management of international customers, partners and projects in terms of After Sales
• Restructuring of the repair setup including warehousing, processes and logistics
• Strategic and operational After Sales management
• After Sales portfolio development and implementation
Consultant Customer Service / After Sales Projects
/ /
I was working as a freelance Project Manager for After Sales projects in the areas of strategy
development and implementation, process definition and implementation as well as operational
implementation of After Sales / Customer Service projects.
I conducted three projects, one in the telecoms business and two with local Austrian companies in
the electronics business.
Lenovo Technology B.V.
/ – /
The company with . employees worldwide deals with production and sales of
Computer Hardware PC, Notebooks, Net books, Servers and Accessories.
CV Harald G.
Page of
Service Delivery Manager CEE , Vienna, Austria
/ – /
My responsibility was the Customer Service Management and the Service Delivery for
countries in CEE with external service partners. The targets were the optimization of the service
network concerning number of the partners, service coverage in the countries as well as cost
reduction and improvements of customer satisfaction in order to support the growth of Lenovos
market share. I was also the single point of contact for national and international BB customers
concerning After Sales.
I had the responsibility for a monthly budget of Euro k as well as the daily operational support
of the service network leading the virtual support team. It contained specialists from system
support. technical support, finance support, training and documentation.
I reported directly to the Service Director EMAT Eastern Europe, Middle East, Africa, Turkey.
Tasks:
• Overall responsibility for partner network of partners in countries of CEE
• Development and implementation of service strategy in CEE
• Customer Service Management for national and international BB customers including Service
Level Agreement management and reviews
• Best Practice Sharing and Benchmarking with the competition and adjustments of Lenovo
Service Structure concerning market needs and quality standards
• International and global project participation as well as leading regional projects for strategy,
quality and process development and implementation
• Design of internal processes for operations, Call Centre, Support, Finance und implementation
Achievements:
Cost reductions in CEE by %
Improvement of customer satisfaction in CEE from to more than %
Reduction of service partners by % while keeping the service coverage in CEE
Service Delivery Manager Turkey, Greece and Cyprus – Acting, Vienna / – /
My responsibility was the Customer Service Management and Service Delivery with external
service partners. in Turkey, Greece and Cyprus. This Position was an acting role until the recruiting
of a new SDM . I was leading a virtual team covering the daily operational support of the service
partner network. It contained specialists from system support. technical support, finance support,
training and documentation.
I reported directly to the Service Director EMAT Eastern Europe, Middle East, Africa, Turkey.
Taks:
• Overall responsibility for partner network of partners in Turkey, Greece and Cyprus.
• Development and implementation of service strategy in Turkey, Greece and Cyprus
• Customer Service Management for national and international BB customers including Service
Level Agreement management and reviews
• Best Practice Sharing and Benchmarking with the competition and adjustments of Lenovo
Service Structure concerning market needs and quality standards.
• International and global project participation as well as leading regional projects for strategy,
quality and process development and implementation
• Design of internal processes for operations, Call Centre, Support, Finance und implementation
CV Harald G.
Page of
Achievements:
Stable running the service delivery despite language difficulties in Turkey with stable customer
satisfaction
ZTE Sweden AB Branch ZTE Austria, Vienna, Austria
/ – /
The company with . employees worldwide deals with the production and sales of telecom
equipment like mobile phones, modems, terminals, Network Infrastructure mobile und fixed line
networks.
Service Manager Austria and Switzerland – ZTE, Vienna, Austria
/ – /
My overall responsibility was to drive the Customer Service and the Service Operations for all
product lines of the company in Austria and Switzerland. I developed and implemented a complete
new service structure for mobile phones and modems, looked for and contracted new partners and
implemented the partners into the

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