Summary
Overview
Work History
Education
Skills
Key Projects
Timeline
MÁRK HORVÁTH

MÁRK HORVÁTH

Summary

I'm a retail and customer service executive with 15+ years of experience leading multi-site sales and call center operations, managing cross-functional teams, and driving customer-centric transformation.

At DIGI, I led a network of 50+ stores and managed customer service across 8 locations — including multiple call centers, technical support, and training & development units — overseeing 300+ FTEs.


I specialize in team leadership, operational excellence, process optimization, change management, and creating high-impact customer experiences.

Overview

19
19
years of professional experience

Work History

HEAD OF RETAIL

DIGI Távközlési És Szolgáltató Kft.
07.2022 - 07.2025
  • Manage a sales network of 51 stores.
  • Execute retail strategies to improve network performance and achieve sales targets, aligning with overall business objectives.
  • Manage, motivate and guide the retail management team, sustaining a culture of performance, employee engagement and sales focus.
  • Monitor & analyze retail metrics and performance data to drive improvements and implement action plans for growth.
  • Oversee daily operations, ensuring efficient processes, optimal staffing and exceptional customer service.

CALL CENTER MANAGER

DIGI Távközlési És Szolgáltató Kft.
02.2008 - 06.2022
  • Leading 4 Call Centers, a technical Call Center, a Training team, and an operational development team (8 locations, ~300 FTEs).
  • Managed organizational changes, ensuring CC processes and policies.
  • Launching new Call Centers in the countryside.
  • Managing internal knowledge base website for Call Center and other customer service related teams.
  • Introducing new approaches and innovative technologies into the training process.
  • Managing internal and external recruitment, supervising customer service workflow planning and IVR development.

CALL CENTER SUPERVISOR

DIGI Távközlési És Szolgáltató Kft.
02.2007 - 01.2008
  • Professional supervision of Call Center representatives and Team Leaders at DIGI's satellite Call Center.
  • Planning shift schedule and report development related to Call Center. Creating resource calculations, providing hard and soft skill training.

CALL CENTER SUPPORT

DIGI Távközlési És Szolgáltató Kft.
09.2006 - 01.2007
  • Operational management and support of Call Center representatives.

BACK OFFICE TEAM LEADER

DIGI Távközlési És Szolgáltató Kft.
04.2006 - 08.2006

BACK OFFICE REPRESENTATIVE

DIGI Távközlési És Szolgáltató Kft.
02.2006 - 03.2006

Education

Bachelor of Arts - Management and Business Administration

Budapest College of Communication And Business, Budapest
01.2010

Professional Certificate - Project Management Practice And Metholody

Project Coach Consulting, Budapest, Hungary
06-2024

Professional Certificate - Leadership Development Program

Consult Study, Budapest
03-2024

Skills

  • Upper intermediate English proficiency
  • Category "B" driving license
  • Customer service leadership
  • Customer service operations
  • Customer experience management
  • Team leadership
  • Change management
  • Operational excellence
  • Retail management
  • Sales-driven mindset
  • Coaching & mentoring

Key Projects


  • Supporting the DIGI–Vodafone retail integration
  • Contributing to the One Retail rebranding initiative
  • Implementing full remote operations
  • Launching new call center units


Timeline

HEAD OF RETAIL - DIGI Távközlési És Szolgáltató Kft.
07.2022 - 07.2025
CALL CENTER MANAGER - DIGI Távközlési És Szolgáltató Kft.
02.2008 - 06.2022
CALL CENTER SUPERVISOR - DIGI Távközlési És Szolgáltató Kft.
02.2007 - 01.2008
CALL CENTER SUPPORT - DIGI Távközlési És Szolgáltató Kft.
09.2006 - 01.2007
BACK OFFICE TEAM LEADER - DIGI Távközlési És Szolgáltató Kft.
04.2006 - 08.2006
BACK OFFICE REPRESENTATIVE - DIGI Távközlési És Szolgáltató Kft.
02.2006 - 03.2006
Budapest College of Communication And Business - Bachelor of Arts, Management and Business Administration
Project Coach Consulting - Professional Certificate, Project Management Practice And Metholody
Consult Study - Professional Certificate, Leadership Development Program

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MÁRK HORVÁTH