CRM Operational Team Support

5/2015 – 7/2020

o Providing support to the end users. (on a worldwide scale.)
o Handling “Information Demand”/ “Complaints” and “Defects” raised by the end-users via monitoring the Service Level Agreements (SLA) based on ISO 2000.
o Monitoring the Key Performance Indicators (KPI) as in the SLAs - while delivering assistance to the various “Information Demand”/ “Complaints”/ “Defects” requests.
o Assistance to Root Cause Analysis (RCA) and providing communications to the relevant parties (incl. third party) for the final resolution.
o Participating in Web based meetings in order to identify the issues raised by the end-users and provide support to the final resolution.
o Updating the existing operational documents, in order to fill the knowledge gap, based on Incidents/problem raised by end users.

o Experience in providing Web-based training to the users Community, on a quarterly basis, related to the usage of the software system
o Providing training to the end-users in order to gain more knowledge in relation to the various services associated with the system, based on the Service Level Agreements (SLA).
o Analysing and Preparing the functional documents that are necessary for the end users prior to the end users training.

Informatik