Customer Service Team Leader
- Location
- Hungary
- Rate, USD
- Not specified
- Work schedule
- Full Time,
- Language skills
- English, Hungarian
- Available for Hire
- Yes
About me
I’m a proactive and versatile Customer Service professional with 5 years of experience in order management & customer support, and 2 years of experience managing high performance, diverse, international teams in the European market. I excel at data analysis and reporting and make decisions and deliver actionable insights with an evidence first approach. I am a highly motivated self-starter, focused on efficiency and performance. I lead teams from the front and drive productivity with a supportive management style.
Professional area
Skills
AI - Artificial intelligenceCoachingCollaborationCommunicationCustomer and Client SupportCustomer CareData AnalysisHiringManagementMicrosoft 365Microsoft ExcelMS Power BIOrder Entry Database SystemsPeople ManagementProcess ImprovementProcess OptimizationPythonReportingResearch and AnalysisSalesforceSAPSQLTeam Leadership
Education
- 2018/2020 Master's Degree (MSc) @ Pazmany Peter Catholic University
Medical Biotechnology
- 2014/2017 Bachelor's Degree (BSc) @ University of Leeds
Neuroscience
Experience
- 2022/2024 Customer Service Supervisor @ Bio-Rad Laboratories, Inc.
Led a team of 8-12 in front and back-office operations for Italy, United Kingdom, Belgium, Netherlands, Luxembourg, driving process improvements that enhanced customer satisfaction (CSAT, NPS, CES metrics) by 30% through streamlined workflows and automation.
Spearheaded implementation of advanced tools and related workflows (ESKER for PDF order automation, e-invoicing, e-ordering), reducing order processing time by 60% and improving order and invoice accuracy, translating to improved customer satisfaction.
Designed and deployed custom reports and PowerBI dashboards to monitor KPIs (orders, invoicing, disputes, cash collection), providing actionable insights to senior leadership for strategic decision making.
Collaborated with cross-functional teams (Sales, Planning, Quotes) to align operations with business objectives, fostering a cultureof synergy and improving efficiency in cooperation.
Developed and delivered daily reports on open orders, backorders, and material ETAs, enabling data-driven decisions that reduced EMEA backorders by 70%, and weekly reports on disputed invoices that improved resolution times and reduced bad debt by 90%.
- 2020/2022 Customer Service Representative @ Bio-Rad Laboratories, Inc.
Managed day-to-day operations for highest revenue distributor accounts, ensuring timely resolution of issues and maintaining exceptional client relationships.
Delivered weekly reports on backorders and material ETAs, improving transparency and stakeholder trust across EMEA distributors.
Mentored new joiners and provided senior level guidance to colleagues, contributing to improvement in team performance metrics.
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