Kinga Gyarmati
Érd
Summary
Experienced Head of Service Delivery with more than 25 years of experience in the information technology and services industry. Having a growth-focused mindset with extensive experience leading organizational transformation initiatives & fostering honest, open communication to effectively motivate teams.
Skilled in service transition, people and stakeholder management, customer relationship management, business planning, sales support, process redefinition and pricing strategy.
Overview
25
25
years of professional experience
Work History
Global Program VP Premium accounts
The Adecco Group
06.2022 - Current
- Maximizing customer satisfaction & drive sustainable growth by continuously measuring, challenging & improving delivery practices for the financial cluster as VP Global Success Management. Since April 2023 acting as Global Program VP, having as responsibility three of the Group's Premium accounts (25+countries).
Head of HR Shared Services Europe
Cognizant
09.2020 - 06.2022
- Navigated the implementation of Remedy for easier query handling
- Process ownership for the entire employee's life cycle
- Customer/Stakeholder relationship management
- Process standardization for the entire region
- Quality framework process launch
- Restructuring role and responsibilities
- Automation / Transformation helping the daily operation
- SLA, Legal & audit compliance, ensuring best in class service
- Continuous process transitioning from HR to HRSS
- People management of a team based in different locations
Head of Service Delivery
Cognizant
11.2014 - 09.2020
- Engaging & influencing senior leaders/stakeholders across the company to ensure timely, effective implementation of new processes, innovations, transformations & automation
- Complaint & Compliment management
- Overall Teams' performance, divisional goals, service levels, maximizing customer satisfaction
- Driving a culture of compliance & excellence to ensure best in class service
- Built customers relationships from scratch, transitioning large accounts from sales to execution
- Mentored individuals & built the community of tomorrow's leaders
- Leading a multilingual SSC for US based & market leader companies, supporting in multiple languages
Head of Customer Service
TDF Group Antenna Hungária
- Successful transition and go-live for 9+ different accounts
- Based on the success massive business growth as example: additional 745k/year USD revenue in one of the most challenging accounts
- Organization & launch of the Team Leader Development Centre
- Standardization of the recruitment process within CIS
- Launch of the Internal employee satisfaction survey & training development program
Head of Customer Service
DIGI
06.2011 - 09.2014
- Subscriber number growth (+400% in 3 years)
- Ensuring the control of the billing process
- Churn management, reporting
- Training development program
- Preparation of the end user's contractual documentation, based on the Hungarian legal regulations
- Maintenance & enhance service level of the customer care service
- Analogue switch-off; Launch of new TV packages & e-billing
- Automating IVR and logistics process
- Direct & indirect sales, logistics, technical support & customer care activities
- Leading the customer care office, the back-office & the Call Centre
Head of Customer Service and Sales Supp.
Deutshe Telekom
01.2004 - 07.2009
- Preparation and/or issue internal regulations for the sales & the customer care department
- Customer care budget & shop management
- Maintain & enhance the customer care service level
- Launch of the automated warning system for the non-paying customers (+18m USD revenue/year)
- Acquired cable TV operators' integration to the sales department
- Development of the new incentive bonus system, launch of the integrated recruitment, qualification & training system
- Direct & indirect sales & customer care activities
- Management of the backoffice team, the Call Centre, the front desk accounts in 39 shops
Marketing & Sales Manager
Vivendi Telekom
10.1999 - 01.2004
Education
Economics
Corvinus University
HungaryMarketing
ESSCA Angers
FranceGenerative AI: Introduction And Applications
IBM
Generative AI: Prompt Engineering Basics
IBM
Science of Well-being
Yale
Financial Markets
Yale
ITIL Foundation And Intermediate
Skills
- People and Stakeholder management
- Client relationships
- Transition
- Communication
Languages
Hungarian native
English
French
Awards
- Grow-Share award Pontoon & Global Sales-Marketing - The Adecco Group Q3 2023
- Project of the year award - Cognizant each year between 2015 and 2020
- Perseverance Award - Cognizant 2020
- Regional Delivery Breakout Award - Cognizant 2019
- Diversity & Inclusion Champion - Cognizant 2018
References
- Attila Szendrei (CEO) from Magyar Telekom
- András Piller (CEO) from Antenna Hungária Kft.
- Attila Keresztényi (Center Head) from Cognizant Technology Solutions Kft.
- Dean Mason (Group SVP Sales Operation) from The Adecco Group
- Andrea Zirilli (Managing Director) from The Adecco Group
Hobbies and Interests
- Family
- Travels
- Cooking & pilates
Timeline
Global Program VP Premium accounts
The Adecco Group
06.2022 - Current
Head of HR Shared Services Europe
Cognizant
09.2020 - 06.2022
Head of Service Delivery
Cognizant
11.2014 - 09.2020
Head of Customer Service
DIGI
06.2011 - 09.2014
Head of Customer Service and Sales Supp.
Deutshe Telekom
01.2004 - 07.2009
Marketing & Sales Manager
Vivendi Telekom
10.1999 - 01.2004
Head of Customer Service
TDF Group Antenna Hungária
Economics
Corvinus University
Marketing
ESSCA Angers
Generative AI: Introduction And Applications
IBM
Generative AI: Prompt Engineering Basics
IBM
Science of Well-being
Yale
Financial Markets
Yale
ITIL Foundation And Intermediate
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