Zsolt Kuncser
Operations Manager
Budapest
Summary
Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Operations Manager
Bit-Soft
Budapest
04.2024 - Current
- Oversee service level agreements (SLAs) to ensure the support line operates effectively.
- Manage resources to maintain continuous support coverage.
- Allocate and supervise customer queries and issues among Technical Support Engineers.
- Address and resolve customer escalations to maintain high levels of satisfaction.
- Implement Bit Soft solutions at customer sites using project management tools, ensuring timely
- Hardware availability, effective resource allocation, ongoing customer communication for issue resolution.
- Encourage and implement new ideas, fostering an environment of innovation and independent decision-making.
- Conduct customer satisfaction surveys and implement action plans for service enhancement.
- Ensure adherence to processes and drive continuous improvement initiatives.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Customer Success Team Lead
Prefixbox
11.2022 - 4 2024
- Creating and optimizing CSM team's operational processes
- Supporting team members, prioritizing tasks and supervising them
- Recruiting new colleagues and organizing their training
- Supporting the product development team by interpreting customer needs in order to improve the service
- Participating in management meetings
- Supporting sales colleagues in the sales process by answering technical questions
- Providing technical advice to customers and partners
- Keeping customers and partners informed about products and services
- Liaising with partners, clients, customers
- Participation in professional events
- Researching, analyzing and evaluating needs for software applications
- Research, design and development of computer software systems
- Develop software testing and validation procedures
- Evaluate, develop, improve and document maintenance procedures for various software systems.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Key Account Manager
Prefixbox
Budapest
01.2022 - 12.2022
- My main task was to coordinate integration projects in cooperation with the customer and Prefixbox teams (sales team, integration team, development team)
- I was also responsible for creating integration project plans (agree on deadlines, milestones), helping and guiding clients through the on-boarding process, organizing client meetings and project discussions to understand all technical requirements, defining KPI's, organizing A/B testing and analyzing results on regular basis after integration, being the first point of contact for key customers, contract extension negotiation, defining upsell and cross-sell opportunities based on customer needs, understanding business needs and translating it to development team, influencing product development based on customer's requirements.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
Senior Customer Service Representative
Paylike
Remote
7 2021 - 12.2021
- Handle incoming e-mails and phone calls via internal customer support system (Zendesk)
- Manage and solve complex technical and operational issues, by involving the relevant department
- Handle incoming sales inquiries by negotiating prices, offer and contract creation
- Business development on the HU and RO market, being the first point of contact for platforms and reseller partners
- Representing the company on marketing events in the region (HU and RO)
- Solving KYC/AML tasks during technical onboarding of the customers.
Customer Interface Business Advisor
Bayer Crop Science
Budapest
6 2019 - 6 2021
- Manage and coordinate a team of Customer Interface Specialists
- Maintain partnership with commercial team to ensure constant alignment on order to cash process and market dynamics according to required service level of particular countries
- Working closely with internal stakeholders, monitoring product availability, following up on deliveries thus ensuring monthly forecast is met
- Managing shortages and communication with distributors
- Organizing alignment calls on a weekly basis to provide visibility and platform for all internal stakeholders to follow up on season progress
- Managing and organizing deliveries, providing reports for reconciliation, following up on the progress to ensure contractual deadlines are met.
Office Manager
InterElectronic Hungary
Budapest
9 2016 - 5 2019
- Ensuring smooth activity of the office daily operations
- Managing a small team of the office workers (Commercial assistant, warehouse workers, service team)
- Being the first point of contact for Key Accounts and supporting them to solve administrational issues (invoicing, project documentation etc.)
- Coordination of procurement, logistics and invoicing process
- Creating reports and statistical statements for the management
- Visiting customers and suppliers as well as participation at exhibitions.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Commercial Assistant
InterElectronic Hungary
Budapest
11.2014 - 8 2016
- Purchasing and supply chain assistance
- Invoicing and customer clearance related tasks
- Communication with suppliers and customers
- Product portfolio management
- Translating project documentation and product descriptions
- Administration of running projects
- Supporting of sales engineers and creating commercial offers for customers.
- Increased customer satisfaction by providing timely and accurate product information, addressing inquiries, and resolving issues.
- Maintained office supply inventory and ordered new supplies when needed.
Education
Bachelor's Degree - International Relations
Babeș-Bolyai University
Cluj-Napoca 09.2011 - 06.2014
IT Project Management Certification - IT
LABA Hungary
Budapest 10.2022 - 11.2022
Skills
Team leadership
Account management
E-commerce
Google Analytics
SAP
Salesforce
Microsoft Office
Zendesk
Operations Management
Problem-Solving
Customer Service
Performance monitoring
Languages
Hungarian
Native language
Hungarian
Proficient
C2
English
Advanced
C1
Romanian
Advanced
C1
Italian
Beginner
A1
Timeline
Operations Manager
Bit-Soft
04.2024 - Current
Customer Success Team Lead
Prefixbox
11.2022 - 4 2024
IT Project Management Certification - IT
LABA Hungary
10.2022 - 11.2022
Key Account Manager
Prefixbox
01.2022 - 12.2022
Commercial Assistant
InterElectronic Hungary
11.2014 - 8 2016
Bachelor's Degree - International Relations
Babeș-Bolyai University
09.2011 - 06.2014
Senior Customer Service Representative
Paylike
7 2021 - 12.2021
Customer Interface Business Advisor
Bayer Crop Science
6 2019 - 6 2021
Office Manager
InterElectronic Hungary
9 2016 - 5 2019
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