Levente Meliorisz

Leading the Central Customer Service of the Chamber
- controlling the work of the agents' and team leaders', supporting and coaching them
- orderly reporting to the Top Management and Presidents
- the main excersises of the Customer Service: answering inbound calls, handling Back Office cases, handling complaint cases, selling the services of the Chamber, giving leads, making questionnaires (customer experiences, measuring their satisfaction, market research, internal control), soft collecting, Help Desk supporting especially for the personal customer agents on the field, managing of automatic IVR campaigns
- continuous developing of the Customer Service technologies, processes, efficiency

Leading the Call Center (outbound calls)
- ensuring the efficient and successful functioning of the call center
- controlling the telesales and telemeeting activities
- coordinating the agents’ work
- supporting and developing the colleagues, coaching
- making reports for the top management

Leading the Call Center and the sales activities
- building up a Call Center for the Solydent dental surgery
- leading the built up Call Center organization
- installation of a Call Center technology
- evolving a Call Center operation
- recruiting and managing, coaching Call Center agents
- keeping contact with Austrian, German, Swiss, Norwegian and Hungarian customers
- selling different services (mainly implantology), controlling the sales activities
- taking care of the customer satisfaction

Coordination of the Call Center
- Coordination of the Call Center, Team Leaders
- ensure the fulfillment of the expected SLA-s, KPI-s
- making analyses, statistics, prognosises and make strategical decisions by them about the call center
- supplying data for leaders, other organizations, for the owners and other colleagues
- operative tasks like scheduling, schedule and capacity planning
- participation in the optimization and development of the a call center processes
- leader in more projects connected to the operation of the call center
-campaign management

Results
- installation of an own call center technology to assimilate to the market environment
- realization of a new kind of customer service for municipality customers

Leading the E.ON Customer Service for Municipalities
- building up and leading the „Municipality Line”, so the customer service for the municipalities (inbound and outbound calls, back office and sales activities)
- ensure the fulfillment of the expected telephonic and written SLA-s, KPI-s
- participation in shaping and estimate of the processes which touch the organization or the company or the whole holding company
- keeping good relationship with inner and outer procurers and customers
- participation in various projects (government contacts, call center technology, HR, organization reforming projects)

Results
- Creation and formation of the „Municipality Line” as a new customer service at the E.ON Company.
- The first serious tests and the receipt of the market leader telecommunication system, Genesys.
- In the years of 2009 and 2010 we reached a record level of margin in the municipality sector by sales activities under my leadership.
- The Municipality Line reached a record level in the customer satisfaction in 2010.
- 2010: E.ON Excellence Award (individual) in view of the above
- 2010: E.ON Man of the Year Award (individual) in view of the above
• 2011: Business Focus Award (individual) for the reduction of the deficit and assets with more than HUF 100 Mio. in the municipality sector
• 2010-2011: project membership in the „Municipality Changing Direction Committee” project of high priority, successful project ending

Handling cases of foreigner customers
- handling the cases of the customers in German and in English (both in power and gas branches, by phone and by mails)
- making translations for partner organizations
- handling individual cases

Results
- Countless verbal, written, personal praises and thanks from the customers for the perfect administration on their language.

- Leading the customer service for error reports in the day shift
- handling inbound calls in Hungarian, English and German languages
- Back Office administration in Hungarian, English and German languages
- Help Desk administration
- scheduling
- controlling and helping the call center agents in their work
- keeping good relationship with other organizations, partners
- supervision and protection of keeping the service level
- reporting for the leaders