Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Dilan Danial

Budapest
Dilan Danial

Summary

Experienced customer service professional adept at addressing and resolving customer issues. Strong focus on teamwork and delivering positive results. Recognized for reliability, adaptability, exceptional communication, and problem-solving abilities. Fluent in Aramaic, Arabic, Kurdish, and English, with intermediate proficiency in Hungarian and Turkish. Basic knowledge of Greek and Italian.

Overview

13
years of professional experience

Work History

BT Group

Customer Service Technical Advise
03.2022 - Current

Job overview

  • Handled queries from both internal and external customers, ensuring timely and effective communication.
  • Familiarity with ticketing processes (ServiceNow), including incident, request ,problem, and change management.
  • Understanding of user support workflows and documentation.
  • Owned and drove initiatives, proactively representing BT across various domains of activities.
  • Managed supplier activities, escalating issues with third-party agents to ensure timely dispatch and repair of faults in line with service level agreements.
  • Provided input for process improvements, contributing to enhanced operational efficiency.
  • Engaged in proactive jeopardy management to mitigate potential service disruptions.
  • Leveraged service desk experience, particularly in IT and network-related tasks.
  • Demonstrated incident management skills to effectively resolve customer requests via systems.
  • Utilized technical knowledge of IT and network concepts to better assist customers and improve service delivery.
  • Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Pázmány Péter Catholic University -ITK

Assistant Research Intern, -Language Technology Re
09.2019 - 11.2019

Job overview

  • Completed research, compiled data, and assisted in timely reporting.
  • Attended meetings and presentations to learn project details.
  • Completed research, compiled data, updated spreadsheets, and produced timely reports.
  • Performed data entry tasks meticulously, maintaining high levels of accuracy throughout the entire dataset.
  • In my role as an Assistant Research Intern, I enhanced data accessibility for NLP research by developing a user-friendly web crawler interface for Hungarian daily tabloid newspapers. My key responsibilities included:
  • - Web Crawler Development: Installed and modified a web crawler tool to efficiently download data for text mining purposes, significantly improving data accessibility for research.
  • - Interface Creation: Developed a user-friendly interface for the web crawler, streamlining the data collection process from multiple Hungarian daily tabloid newspapers.
  • - Data Extraction: Implemented techniques for extracting relevant text and metadata from web pages, facilitating comprehensive analysis.
  • - Testing and Optimization: Conducted rigorous testing and optimization of the web crawler to ensure accuracy and reliability in data collection.
  • - Collaboration: Worked closely with team members to integrate extracted data into ongoing NLP research projects, contributing to advancements in language technology.

Warvin Foundation for Women's Issues (WFWI)

Social Empowerment Trainer
04.2017 - 09.2017

Job overview

  • Company Overview: Warvin Foundation for Women's Issues (WFWI) is an NGO based in Iraq dedicated to promoting gender equality and advocating for women's rights. The organization focuses on addressing key issues such as gender-based violence, social empowerment, and the economic development of women, particularly in conflict-affected regions. Through advocacy, research, and community-driven projects, WFWI aims to enhance women's roles in society and improve their access to opportunities.
  • As a Social Empowerment Trainer, I was responsible for s Social Empowerment Trainer:
  • - Designed, organized, and coordinated psychosocial support projects to enhance the well-being and vocational capacity of refugee women
  • - Developed and delivered training programs that included components of psychosocial support to help women achieve emotional resilience and economic independence
  • - Collaborated with local NGOs, community leaders, and mental health professionals to integrate psychosocial support into empowerment initiatives
  • - Monitored and evaluated project outcomes, including the psychosocial impact, to continually improve the effectiveness of support strategies
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

CSIN (Center Self IN Need)

Psycho-Social Support Facilitator
01.2016 - 09.2017

Job overview

  • Company Overview: CSIN (Center Self IN Need) is a non-profit organization based in Erbil, Iraq, dedicated to providing psycho-social support and assistance to Internally Displaced People (IDPs) and other vulnerable populations. The organization focuses on addressing the emotional and psychological needs of individuals affected by conflict and displacement through counseling, support groups, and targeted interventions. CSIN collaborates with various stakeholders to deliver comprehensive care and ensure that individuals have access to specialized services and resources for their well-being and resilience.
  • At CSIN (Center Self IN Need) in Erbil, Iraq, I served as a Psycho-Social Support Facilitator from January 2016 to September 2017. the responsibilities included:
  • - Providing Psycho-Social Support: Delivered emotional and psychological support to Internally Displaced People (IDPs) through individual and group sessions, helping them manage stress and rebuild resilience.
  • - Conducting Workshops and Activities: Organized and led workshops designed to improve coping strategies and support personal growth among displaced individuals.
  • Referral Coordination: Assessed participants' needs and facilitated referrals to specialized services and resources to ensure comprehensive care.
  • - Collaboration and Resource Management: Worked with other professionals and organizations to coordinate support efforts and optimize the effectiveness of interventions.
  • - Monitoring and Evaluation: Evaluated the outcomes of support activities, adjusting strategies as needed to meet the evolving needs of the community.

World Vision International

Facilitate Coaching Session
01.2017 - 04.2017

Job overview

  • Company Overview: World Vision International is a global NGO focused on improving the lives of children and families in nearly 100 countries through emergency relief, child development, health, nutrition, and economic growth initiatives. Role in the Celebrating Families Program:
  • Supported Internally Displaced Persons (IDP) families by facilitating program activities and providing essential resources.
  • Organized and conducted workshops with partners to enhance the well-being and stability of IDP families.
  • Coordinated with team members and stakeholders to ensure the effective delivery of support services and successful program outcomes.

Caritas-International Organization NGO

MEAL Officer
01.2016 - 08.2016

Job overview

  • Company Overview: Caritas International is a global humanitarian organization focused on providing relief and development assistance to vulnerable communities. In Erbil, the organization delivers emergency relief, health and nutrition services, livelihood support, and education to Internally Displaced Persons (IDPs) and refugees.
  • I worked as a MEAL Officer (Monitoring, Evaluation, Accountability, and Learning), and my responsibilities included:
  • Beneficiary Verification: Conducted beneficiary verification to ensure accurate and fair distribution of aid.
  • Pre/Post-Distribution Monitoring: Performed pre and post-distribution monitoring visits to assess effectiveness and gather feedback.
  • Surveys and Assessments: Supported additional surveys and assessments to collect data and inform program improvements.
  • Routine Reporting: Submitted routine reports and supported the M&E team with day-to-day monitoring and data collection.
  • Monitoring and Evaluation: Oversaw monitoring and evaluation activities to assess program effectiveness and impact.
  • Accountability: Managed accountability processes, including feedback mechanisms and handling complaints.
  • Learning and Documentation: Facilitated organizational learning by documenting best practices and lessons learned.
  • Data Analysis: Analyzed data and generated reports to enhance decision-making and improve program outcomes.
  • Stakeholder Coordination: Coordinated with stakeholders to ensure MEAL efforts were aligned with project goals and community needs.

Catholic University of Erbil

Assistant Trainer I Summer School
05.2016 - 06.2016

Job overview

  • Trained Internally Displaced People (IDPs), from Ninvea Plains, in computer skills development such as basic computer use, use of Microsoft office packages.

QANDIL Swedish Humanitarian Aid Organization

Registries Clerk
04.2014 - 06.2015

Job overview

  • Conducted regular registration and verification of refugees and asylum seekers approaching respective Registration center.
  • Assisted in monitoring the asylum seeker/refugee situation, including displaced population movements in urban and camp environment.
  • Assisted in providing counseling and guidance to refugees/asylum seekers at the Registration Centre, ensuring their awareness of UNHCR registration procedures.

International Fair & Promotions (IFP) Iraq

Data Entry Specialist
08.2012 - 03.2013

Job overview

  • - Worked on system named Construction Register Database (CIDB) by entering, updating, and managing data.
  • Entered, updated, and managed data in the Construction Register Database (CIDB), ensuring accuracy and consistency of information.
  • Worked on Exhibition Manual via System Customer Relationship Management (CRM), which contained all information for the exhibitors for each Fair.
  • Arranged press coverage for exhibitions, coordinating with media representatives to enhance visibility and promote event participation.
  • Conducted regular audits of data entries to ensure integrity and compliance with organizational standards.
  • Collaborated with team members to streamline data entry processes and improve overall efficiency.
  • Assisted in generating reports and analysis based on the data collected to support event planning and decision-making.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
  • Compiled data and reviewed information for accuracy prior to input.

Education

Pázmány Péter Catholic University
Budapest, Hungary

Master of Science from Computer Science Engineering
06.2020

Cihan University
Erbil-Iraq

Bachelor of Science from Computer Science
07.2012

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Computer skills
  • Decision-making
  • Organization and time management
  • Excellent communication

Languages

English
Arabic
Hungarian
Turkish
Greek
Italian

Timeline

Customer Service Technical Advise

BT Group
03.2022 - Current

Assistant Research Intern, -Language Technology Re

Pázmány Péter Catholic University -ITK
09.2019 - 11.2019

Social Empowerment Trainer

Warvin Foundation for Women's Issues (WFWI)
04.2017 - 09.2017

Facilitate Coaching Session

World Vision International
01.2017 - 04.2017

Assistant Trainer I Summer School

Catholic University of Erbil
05.2016 - 06.2016

Psycho-Social Support Facilitator

CSIN (Center Self IN Need)
01.2016 - 09.2017

MEAL Officer

Caritas-International Organization NGO
01.2016 - 08.2016

Registries Clerk

QANDIL Swedish Humanitarian Aid Organization
04.2014 - 06.2015

Data Entry Specialist

International Fair & Promotions (IFP) Iraq
08.2012 - 03.2013

Pázmány Péter Catholic University

Master of Science from Computer Science Engineering

Cihan University

Bachelor of Science from Computer Science

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Dilan Danial