Norbert Halmi

Head of Customer Service for Europe/RoW

Norbert Halmi
Cluj-Napoca, Romania

Experience

Jan 2025 - Present
1 year 1 month
Cluj-Napoca, Romania

Head of Customer Service for Europe/RoW

Blue Ocean Robotics

  • Develop and implement customer service policies and procedures to ensure efficient and effective operations.
  • Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure exceptional customer service delivery.
  • Monitor and analyze customer service metrics, such as response time, resolution rate, and customer satisfaction, to identify areas for improvement and implement strategies to enhance overall customer experience.
  • Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction.
  • Collaborate with other departments, such as sales and marketing, to align customer service strategies with overall business objectives.
  • Stay updated on industry trends and best practices in customer service, and implement innovative approaches to enhance customer satisfaction and loyalty.
  • Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.
  • Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.
  • Conduct regular performance evaluations of customer service team members, providing feedback and coaching to drive continuous improvement.
Nov 2023 - Jan 2025
1 year 3 months

Technical Support Engineering Manager for Europe/RoW

Blue Ocean Robotics

  • Manage and ensure team member performance and job satisfaction.
  • Ensure good and professional collaboration and alignment between Application Specialists, Sales and Robot Specialists.
  • Act as a UVD Robot Specialist, providing technical service to UVD Robot customers remotely and on-site as required.
  • Manage day-to-day activities and alignment of the RoW UVD Robot Specialist team.
  • Coach the team of UVD Robot Specialists in succeeding within their areas of responsibility.
  • Develop team strengths and improve weaknesses, while creating a pleasant working environment.
  • Identify team goals with VP Customer Service and evaluate and report progress.
  • Motivate and resolve conflicts within the team.
  • Organize team initiatives to reach all targeted goals.
  • Contribute to the growth of the Customer Service department through a successful team.
  • Conduct monthly conversations with Robot Specialists.
Apr 2022 - Oct 2023
1 year 7 months

Field Service Engineer / Robot Specialist

Blue Ocean Robotics

  • Provide supervision and support to installations, either done directly by Blue Ocean Robotics or by distributors.
  • Perform installations, maintenance, repairs and other on-site technical services at customer locations, including hospitals, pharma, offices, exhibition centers, schools and various other healthcare and non-healthcare environments.
  • Provide telephone, email and chat support to users, customers and distributors.
  • Manage temporary robot installations at exhibitions, events and demonstrations.
  • Create and communicate best practice descriptions, maintenance manuals, guides and other user-facing documentation.
  • Facilitate training for distributors’ engineering and service teams both on-site and at headquarters.
  • Deliver technical feedback from robot installations to the product development team.
  • Carry out services in the following countries: Eastern Europe (primarily Romania and Hungary) and on an ad hoc basis Western Europe, UK and Middle East.
Feb 2022 - Apr 2022
3 months
Cluj-Napoca, Romania

Software Technical Support Engineer

IBM

Oct 2020 - Jan 2022
1 year 4 months
Cluj-Napoca, Romania

Senior Consultant

MHP – A Porsche Company

Dec 2018 - Sep 2020
1 year 10 months
Cluj-Napoca, Romania

Senior Associate Customer Support Engineer

SDL

  • Provide real time response and resolution to customer support inquiries.
  • Interact with SDL customers via phone, email and remote sessions.
  • Diagnose problem causes and provide solutions and best practices to customers.
  • Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
  • Contribute to and maintain knowledge base articles in a KCS workflow.
  • Work closely with the development team to diagnose bugs and provide suitable workarounds to end users.
  • Test new product releases and patches and provide feedback to development.
  • Demonstrate to and train end users on the various software applications.
  • Install software on Windows Server 2012/2012 R2 and 2016.
  • Work closely with SQL Server Management Studio.
  • Receive all tickets in Salesforce and raise bugs in Jira to the development team.
  • Provide support on Windows Servers (infrastructure, user rights etc.).
May 2017 - Nov 2018
1 year 7 months
Cluj-Napoca, Romania

QlikView Administrator / Technical Support 2nd/3rd Level

NTT Data Romania

Jan 2017 - May 2017
5 months
Cluj-Napoca, Romania

Quality Assurance Consultant

NTT Data Romania

Feb 2016 - Dec 2016
11 months
Cluj-Napoca, Romania

Application Management & Application Consultant

NTT Data Romania

  • Responsible for business development from an operations perspective for customers.
  • Identify and suggest actions, and ensure they are properly applied in accordance with top management decisions.
  • Act as escalation point from operations for internal and external customers and escalate further issues that cannot be resolved.
  • Review and report periodically on project status and overall cooperation with customers, and decide actions needed to achieve customer satisfaction.
  • Ensure agreed and appropriate operation processes are in place.
  • Bring innovation to customer cooperation.
  • Pre-sale: review and advise on operations part of proposals for existing and potential customers.
  • Resourcing: responsible for staffing project teams considering the strategic approach for customers.
  • Resource manager of personnel working on assigned customers.
  • Provide support for management roles in the delivery unit.
  • Act proactively on specific tasks delegated by top management.
May 2015 - Jan 2016
9 months
Cluj-Napoca, Romania

HR Administrator Payroll Germany

Bombardier Transportation

  • Act as first point of contact in HR for enquiries from both internal and external customers.
  • Provide a seamless administrative service to the country and divisional client group within the SSO scope, including data entry, correspondence and filing.
  • Enter data for payroll and time and attendance into the relevant systems according to predefined processes.
  • Operate within team SLAs for quality, accuracy and turnaround time and provide data and workload information to team leader.
  • Use and develop expertise in the full range of tools and technology required to perform the role.
  • Provide a professional and friendly service at all times to peers in the DACH region.
  • Develop effective working relationships with the client group and related departments to ensure a streamlined service.
  • Continually look at ways of improving processes and procedures within HR to improve support provided to customers.
  • Suggest and follow through on process improvements.
Apr 2014 - Apr 2015
1 year 1 month
Cluj-Napoca, Romania

Process Specialist DACH

Office Depot

  • Act as Deputy Team Leader for operations and ensure all records are accurate.
  • Reach targets and deadlines set by the team leader.
  • Assist team members with advice and help in solving client enquiries.
  • Offer technical support for Process Assistants and reinforce communication within the team.
  • Ensure fluency of activity in the absence of team leaders and provide support and advice on process-related issues.
  • Address escalated queries from Process Assistants and assist team leaders in process improvements.
  • Manage the technical process related to the line of activity and monitor implementation of existing and new company procedures.
May 2013 - Mar 2014
11 months
Cluj-Napoca, Romania

Process Analyst

Office Depot

  • Allocate all received payments according to customers’ remittance advice and input and allocate cheques received.
  • Clear unapplied and suspended accounts, de-block and reverse allocated payments.
  • Keep records of all processed payments as instructed by the team leader.
  • Perform additional reports and checks according to country rules and regulations.
  • Update customer records with relevant information following any payment.
  • Conduct regular interactions by phone and email with customers to fulfil assigned duties.
  • Escalate difficult situations to the process specialist or team leader according to procedures.
  • Ensure personal responsibility for quality of work as documented by company official documents.
Nov 2012 - May 2013
7 months
Cluj-Napoca, Romania

Process Assistant

Office Depot

  • Allocate all received payments according to customers’ remittance advice and input and allocate cheques received.
  • Escalate difficult situations to the process specialist or team leader according to procedures.
  • Ensure personal responsibility for quality of work as documented by company official documents.

Skills

  • Oracle Sql
  • Quality Assurance
  • Windows 2012rs
  • Itsm Management Console
  • Microsoft Active Directory
  • Windows Servers
  • Citrix
  • Sql Server
  • Salesforce
  • Jira
  • Confluence
  • Knowledge Of Sap
  • Analytical Skills
  • Team Player
  • Strategic Planning Skills
  • Time Management

Languages

German
Advanced
English
Advanced
Hungarian
Advanced
Romanian
Advanced

Education

Oct 2009 - Jun 2013

Dimitrie Cantemir University

Bachelor's degree · Economics · Cluj-Napoca, Romania

Certifications & licenses

Drivinglicense CategoryB

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