I excel in transforming teams and enhancing customer service through strategic leadership and tailored development approaches. With the experience of leading teams and optimizing performance, I specialize in fostering collaboration, resolving conflicts, and achieving organizational and individual goals. I am passionate about inspiring both personal and team drive, setting and achieving goals, improving customer experience and contributing to the success of my team.
Hi, I’m
Roland Iván
Customer Coach
Debrecen
Summary
Overview
9
years of professional experience
1
Certification
2
Languages
Work History
Magyar Telekom Nyrt
Customer Coach
09.2023 - Current
Job overview
- Responsible for the support, development, goal setting and achievement of a technical team of 29 people according to defined KPIs and OKRs.
- Establishing clear performance goals for each representative, motivating them towards success through individualized coaching sessions.
- Mentoring new hires during onboarding process, ensuring their smooth transition into the company culture and expectations.
- Facilitating regular team meetings to discuss challenges, share successes, and brainstorm solutions.
- Encouraging open communication within the team, enabling representatives to discuss challenges or concerns without hesitation.
- Promoting a positive company image by modeling exceptional customer service skills and behaviors during interactions with clients or colleagues.
- Streamlining communication processes for better problem-solving among customer service representatives.
- Providing coaching and mentoring to employees.
- Facilitating virtual, in-person and blended learning sessions.
Magyar Telekom Nyrt
Support Specialist
10.2021 - 09.2023
Job overview
- Participated in the introduction of Contact Center Speech Analytics and was responsible for the technical area as part of the admin team.
- Trained colleagues both from L1 and L2 areas.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Created digital educational materials, participated in the development of e-learning educational materials, educational methodologies, and themes.
- Participated in sales training, created newsletters and knowledge development materials.
- Held assertive communication and self-awareness trainings.
Magyar Telekom Nyrt
Service Desk Agent
09.2016 - 08.2019
Job overview
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Trained new hires, ensuring a smooth transition into the team and improving overall performance.
- Improved team collaboration, actively participating in the customer service integration process and sharing knowledge on best practices. Trained colleagues in 3 sites: Debrecen, Nyíregyháza and Miskolc.
Transcosmos
English Speaking Customer Service Representative
06.2016 - 09.2016
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Magyar Telekom Nyrt
Call Center Agent
09.2015 - 04.2016
Job overview
- Supported the onsite technician in order to resolve servce issues
- Made outgoing calls related to scheduling appointments for service installations
Education
Debreceni Egyetem
from Faculty of Economics And Rural Development
04.2001
University Overview
Irinyi János GimnáziumDebrecen
High School Diploma
04.2001
University Overview
Skills
Emotional Intelligence
Certification
Projektmenedzser képzés
Timeline
Projektmenedzser képzés
06-2024
Customer Coach
Magyar Telekom Nyrt
09.2023 - Current
Support Specialist
Magyar Telekom Nyrt
10.2021 - 09.2023
Service Desk Agent
Magyar Telekom Nyrt
09.2016 - 08.2019
English Speaking Customer Service Representative
Transcosmos
06.2016 - 09.2016
Call Center Agent
Magyar Telekom Nyrt
09.2015 - 04.2016
Debreceni Egyetem
from Faculty of Economics And Rural Development
04.2001
Irinyi János Gimnázium
High School Diploma
04.2001
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