Sql
Avi Shmueli
Customer Success Manager
Ramat Gan,TA
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
10
10
years of professional experience
13
13
years of post-secondary education
2
2
Language
Work History
Customer Success Manager
LUDANTECH
12.2018 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Esting for developments according to customer requirements and ongoing work with the programmers
- Emphasis on customer requirements to provide the customer with an ideal and usable solution
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Junior Project Manager
EDEA
11.2017 - 11.2018
- Coordinated project meetings and confirmed relevant stakeholder awareness of tasks, goals and project timelines.
- their expression through the information system
- Provided excellent quality assurance to customers to promote best value possible for customer budget.
- Preparation of documents for delivery of development and delivery of development to the customer, accompaniment until completion of customer acceptance tests and approval.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Liaised with internal organization, clients and suppliers, and maintained open communication lines on project phases.
- Applied knowledge of industry best practices to improve project management processes.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Led quick-response team formed from experienced staff and quickly confront and resolve complaints and issues.
Development and Knowledge Center Manager
Verifone - Training
05.2015 - 10.2017
- Training and Development responsibilities:
- Design and develop training programs for Technical Service Representatives, including Real-Mode assessments, setting
- PI's and objectives and preparation of lesson plans and instruction booklets
- Coordinate and facilitate professional trainings for Service Representatives for complex technical support,
- Mplementation of new modules, monitoring and documentation of training
- Professional trainings for Team and Shift Managers; development of work procedures, coaching and mentoring of the department's managers
- Provide technical Service for new and existing clients; including counseling clients on how to optimize the usage of
- Erifone solutions: discounts strategies, billing methods and stock tracking
- Knowledge Center Management:
- Design, develop and implementation of Knowledge Management System for Service Representatives, with classification for Verifone’s different products, troubleshooting modules and creating 'technical scenarios' to support
- Service Representatives with complex defects, to increase the department effectiveness and improve learning opportunities for the Service Representatives.
Help Desk Manager
Verifone
11.2011 - 05.2015
- Helpdesk Leadership: Managing 30 technical support representatives, troubleshooting, and prioritizing tasks, providing a holistic response to all customer facing departments, setting, and improving departments KPI's.
Education
Big Data Analyst -
Technion - Israel Institute of Technology
01.2021 - 01.2022
B.A - Information Management Systems
the Israeli Academic College
01.2015 - 01.2018
System Analyst certificate - undefined
Israeli Academic College
01.2002 - 01.2005
PC technician and Network Management - undefined
John Bryce College
01.2010 - 01.2011
Full Matriculation Certificate - Technology
Ort - Afridar High School
01.1997 - 01.2002
Skills
Client relationship management
Support policy planning
End-user training
Time Management
Service desk team management
Project lifecycle management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Power Bi
Java Script
C#
HTML
Timeline
Big Data Analyst -
Technion - Israel Institute of Technology
01.2021 - 01.2022
Customer Success Manager
LUDANTECH
12.2018 - Current
Junior Project Manager
EDEA
11.2017 - 11.2018
Development and Knowledge Center Manager
Verifone - Training
05.2015 - 10.2017
B.A - Information Management Systems
the Israeli Academic College
01.2015 - 01.2018
Help Desk Manager
Verifone
11.2011 - 05.2015
PC technician and Network Management - undefined
John Bryce College
01.2010 - 01.2011
System Analyst certificate - undefined
Israeli Academic College
01.2002 - 01.2005
Full Matriculation Certificate - Technology
Ort - Afridar High School
01.1997 - 01.2002