Ágnes Bleeker-Csontos
Knowledge Manager
Ráckeve
Summary
Dynamic Knowledge Manager with a proven track record at Unisys Hungary, excelling in information management and team collaboration. Spearheaded process improvements that reduced ticket volumes and enhanced service quality. Adept at utilizing Agile methodologies and critical thinking to drive efficiency and foster knowledge sharing across cross-functional teams.
Overview
10
10
years of professional experience
1
1
Certification
4
4
Languages
Work History
Knowledge Manager
Unisys Hungary
02.2024 - Current
- Developing and maintaining a comprehensive knowledge base, comprising technical documentation, troubleshooting guides, FAQs, and best practices.
- Collaborating with IT team to maintain system performance, ensuring seamless access to critical information resources at all times.
- Collaborating with cross-functional teams to implement proactive measures and process improvements aimed at reducing ticket volumes, minimizing downtime, and enhancing overall service quality
- Evaluated knowledge management tools and technologies, recommending appropriate solutions to meet organizational needs.
Service Desk Team Lead
Unisys Hungary
05.2021 - 01.2024
- Coordinated and supported the daily work of 30-35 team members with the focus on achieving organizational goals, continuous improvement, and customer satisfaction
- Created and analyzed daily reports, in order to have an overview on current statuses
- Provided coaching, mentoring and feedback based on reports, quality monitoring and escalations
- Collaborated with internal and external teams to drive resolutions and process improvement
- Evaluated knowledge gaps and liaised with knowledge management to update knowledge articles
- Created and implemented a new joiner onboarding training framework that led to increased confidence and know-how of team members, decreased case handling time and increased client satisfaction
IT Service Desk Agent
Unisys Hungary
09.2020 - 05.2021
- Provided first-class support experience for users through the phone, by email and web-based applications
- Monitored the status and progress towards resolution of assigned Incidents
- Escalated cases as necessary per established processes
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
Senior Customer Care Specialist
Avis Budget Group
11.2015 - 09.2019
- High level of customer portfolio management for the Benelux region mainly in English and occasionally in Dutch
- Maintained a professional level of communication in a multicultural environment
- Analyzed cases on an individual basis and provided tailor-made solutions
- Utilized company-specific programs and ticketing tools
- Put extra emphasis on reaching KPI’s and contractual obligations
- Made financial decisions regarding customer refunds and executed these on a case-to-case basis
- Created training material and provided peer to peer training on task-specific processes
- Participated in continuous development courses (Lean, Advanced Excel)
Education
EACBT Accreditation Certificate - Behavioral And Cognitive Therapy Consultant
Hungarian Association of Behavioural And Cognitive Therapies
PA, US 04.2001 -
Associate of Applied Science - Occupational Therapist Assistant
Lehigh Carbon College
PA, US 04.2001 -
Bachelor of Arts - Teaching English As A Second Or Foreign Language
University of Miskolc
Miskolc 04.2001 -
Skills
Agile methodologies
Communication
Information management
Knowledge sharing
Content curation
Teamwork and collaboration
Problem-solving
Time management
Critical thinking
Certification
Scrum Master
Timeline
Knowledge Manager
Unisys Hungary
02.2024 - Current
Scrum Master
12-2022
Service Desk Team Lead
Unisys Hungary
05.2021 - 01.2024
IT Service Desk Agent
Unisys Hungary
09.2020 - 05.2021
Senior Customer Care Specialist
Avis Budget Group
11.2015 - 09.2019
EACBT Accreditation Certificate - Behavioral And Cognitive Therapy Consultant
Hungarian Association of Behavioural And Cognitive Therapies
04.2001 -
Associate of Applied Science - Occupational Therapist Assistant
Lehigh Carbon College
04.2001 -
Bachelor of Arts - Teaching English As A Second Or Foreign Language
University of Miskolc
04.2001 -