Virginia Camuglia

- Researches and compares available travel and hotel accommodations to identify the best available option for each travel need.-Prepares travel itineraries and distributes travel arrangements and schedules to all appropriate staff - Advise travelers and assists with any need for specialized travel documents such as visas or passports - Process reimbursements for travel expenses Skills: Travel Coordination · Travel Planning · Customer Relations

 Working on several projects during and after the transition of NCR’s managed services customers to Belgrade, transferring knowledge, establishing processes and ensuring customer SLA’s are met

Ensuring customer SLA’s and KPI’s are met,.Resource control: ensuring sufficient resources as regards to the customer agreement .People Management.Single point of contact for internal and external escalations.Involvement in several internal projects (e.g. transition of the managed services operation to Budapest).Involvement in several external projects (e.g. new service or customer implementation into the existing teams).Information Management:

Incident Management for financial customers in Italy (Email, Phone, Remote console) Evaluation and resolve faults remotely via remote monitoring consoles Assist the customer over the phone to resolve problems or provide guidance on the usage Manage any kind of 1st level customer escalations Ensure performance targets and customer SLA’s are met

Responsible for ensuring customer specific processes and procedures are followed. Monitoring work order progress end-to-end and pro-active call management to ensure that contracted response times are met. Co-ordinating the service activity of 20 field engineers on site in Italy. Proactive planning and prioritizing of all incoming work to ensure optimization of resources and that predefined service levels are consistently achieved and contractual agreements met.

Primary interface to internal and external customers and/or their agents. ' Engaging with Call Management team for customer’s inquiries or escalation requests. Determining customer entitlement, documenting requests for service and determining criticality. Following Global Call Taking tools, processes and procedures. Training of new personnel for Customer Care Agent role.