Aldona Tomala

I am responsible for multi-site, multi- language Service Desk delivery splitted in two countries with over 200 reporting staff members with a main focus on delivering service for German speaking end users.
On a daily basis I manage a Service Delivery Quality vs. ICA, SLA’s and a Contract, maintain Account Team /Customer relations at agreed level including direct cooperation with selected individuals at Account Team/Customer side, ensure that appropriately skilled and trained resources are available and that they are working in accordance with agreed internal and customer procedures.

Responsibilities:

+ Ensuring that the agreed targets for service delivered are consistently met

+ Playing an interface role between Account Team\Client representatives and the operational team that provides different services to the client

+ Coordinating service operational team activities, acts a single point of contact for the Account Team

+ Acting as a referral point for issues, escalations and complaints for Account Team\Clients representatives, as well as for customer satisfaction surveys

+ Managing project´s P&L

+ Identifying further service/project opportunities to grow business & revenue, cost savings opportunities as well

+ Ensuring team management and staff involved are briefed, perform to expectations and deliver all services in scope to Client satisfaction at the required margin;

+ Managing Quality Standards for owned areas

+ Working with and driving forward improvements within the managed areas, producing recommendations for inclusion in the service improvements plans

+ Developing and maintaining good working relationships with Client/Client´s representatives for the specific areas managed

Responsible for leading the team of 20 direct reports to achieve levels of service that meet or exceed service targets and client expectations. I effectively managed and motivated the team of IT specialists of the Service Desk to be focused, to learn to act as a team, to collaborate and share the knowledge and experience, encouraged the team members to improve their skills and fostered their professional development.

Responsibilities:

+ Leading team members, foster their professional development and growth and promote teamwork and cooperation. Coaching and mentoring of agents to ensure goals are developed for their personal and professional growth

+ Proactively managing team performance; ensuring that the team members have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity. Identifying performance related issues and developing an action plan for improvement

+ Scheduling and coordinating of team activities

+ Early identification and escalation of service/delivery issues

+ Participating in recruitment process : screening, interviewing and hiring employees for a contract

+ Building and maintaining strong working relationships with key service contacts and other organization´s units: HR, L&D, Transition Team etc.

+ Service Reporting (daily, weekly, monthly, yearly)

Responsible for management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agreed process. Ensuring that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence. The primary goal was to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies and to restore IT services as soon as possible. Perfoming the role activities I was working with Problem Management, Change Management, Service Desk Management Leads, Service Delivery Managers and at times directly with the Customer.

Responsiblities:

+ Initially estimating business impact and urgency, escalating emerging potential Major Incident

+ Supporting the process of the service restoration or impact reduction

+ Monitoring and escalateing that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement

+ Identifying and escalating unallocated incidents e.g. ‘gray space’

+ Acting as escalation point for SDOs where resolution ownership is disputed

+ Providing high quality reports and communications

+ Participating in operational and management oriented meetings

+ As an additonal task ensuring the high quality of the created incidents performing quality checks on a daily basis, monitoring the results and giving F2F feedback to the Agents

Responsible for providing second level problem resolution for all incoming service inquiries and providing guidance to first level Agents. Performing all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Resolving problems escalated using remote control tools. Documenting fixes to capture knowledge; maintaining team quality processes and possibly contributing to quality documentation, logging and managing 1st line overflow contacts if needed. Ensuring that operational procedures are implemented and followed.

Responsibilities:

+ Providing high level of technical support via telephone and/or other electronic mediums for HW devices

+ Delivering quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures

+ Providing guidance to first level agents in problem solving and using resources, providing Customer specific trainings for New Hires

+ Coaching and training Agents in technical skills, customer service, and applicable processes and soft skills

+ Assisting Agents with technical development by evaluating performance and providing appropriate feedback

+ Employing a high level of interpersonal and communication skills to defuse customer and Agents frustration and move toward a solution. Provide resolutions to complex problems as necessary.

+ Achieving and maintaining a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction, client specific qualitative and quantitative KPI.s

+ Providing leadership for the Agents by informing them of opportunities for growth and setting goals.

+ Contact with user via phone and mail, gather all the additional information on an incident as per KM, troubleshooting and resolving users’ technical issues

+ Providing IT support to all respective clients in german language

+ Acting as single point of contact for users, logging and managing contacts (calls, e-mails and others) within SLA, building good relations with end users and good perception of Service Desk operations

+ Escalate and assign tasks to the 2nd line and other resolving teams