Edvard Lanyi
Nottingham,UK
Summary
Accomplished professional with extensive expertise in staff appraisals, training and development, and KPI management. Demonstrates strong capabilities in priority management, technological expertise, and issue resolution. Proficient in operational planning, customer relationship building, and client account management with a solid understanding of regulatory requirements. Skilled in hiring and firing, task delegation, goal development planning, and report writing. Adept at complaint resolution, workflow planning, data entry, presentation design, and managing file and data retrieval systems. Holds ITIL foundation level certification with comprehensive knowledge of ITIL principles and practices. Committed to enhancing organisational efficiency through strategic planning and effective resource management.
Overview
11
11
years of professional experience
1
1
Certification
Work history
I.T Problem Mananger
XMA Ltd
Nottingham, Nottinghamshire
04.2024 - Current
- Identified potential risks, minimising company's vulnerability to major incidents.
- Streamlined communication with stakeholders to enhance understanding of problem resolution progress.
- Analysed trends in incident data, predicting and preventing future problems.
- Tracked all open issues until resolution; improved customer satisfaction levels.
- Managed complex IT problems whilst ensuring minimal disruption to services.
- Utilised industry best practices for efficient problem management leading to enhanced productivity.
- Improved operational efficiency by developing and implementing problem management processes.
- Led cross-functional teams in troubleshooting efforts to mitigate impact on business operations.
- Conducted root cause analysis for identifying significant IT issues.
- Established a knowledge base, facilitating prompt and effective problem resolution.
- Defined problem to identify, prioritise and select alternatives.
Team Leader
XMA Ltd
Nottingham, Nottinghamshire
02.2023 - 05.2026
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Resolved complex customer enquiries, disputes and complaints.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Analysed data to identify trends, making informed decisions to optimise team output.
- Liaised between management and staff, advocating for team needs and resources.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Integrated process improvements to optimise overall workflow and efficiency.
- Prepared statements detailing operational detail and key performance indicators.
Deputy Operations Manager
Webhelp UK
Derby, Derbyshire
03.2022 - 02.2023
- Contributed to the presentation of business reviews illustrating progress towards client vision.
- Collaborated with the quality assurance team to detect trends and issues affecting customer experience.
- Created coaching and quality guides for Team Leaders to enhance sessions.
- Facilitated group mentoring for new leadership candidates.
- Gathered feedback from 500 employees through comprehensive surveys to pinpoint areas for improvement.
- Collaborated with planning team to optimize shift patterns for client support.
- Prepared impactful PowerPoint presentations for innovation proposals and client suggestions.
- Reviewed and improved operational procedures, documentation, and systems to increase efficiency.
- Implemented strategic plans to enhance operational efficiency, reducing costs while improving service quality.
- Managed budgets and financial reporting, closely monitoring expenses against targets to maintain fiscal discipline.
- Held weekly meetings to communicate tasks, delegate priorities to staff and agree on goals.
- Closely monitored and supervised operations team, ensuring operational excellence and outstanding customer service.
- Managed customer service issues, resolving complaints and improving overall satisfaction.
- Analysed operational processes, identifying inefficiencies and recommending improvements.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
Team Leader
Webhelp UK
Derby, Derbyshire
07.2021 - 03.2022
- Led and coached team to enhance client service.
- Collaborated on integrating latest trends and practices into training programs.
- Identified needs and provided appropriate support through company resources.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Upheld strict compliance with industry regulations and company policies, minimising risk.
- Cultivated a culture of continuous improvement, encouraging feedback and innovative ideas.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Real Time Analyst
Webhelp UK
Derby, Derbyshire
12.2020 - 06.2021
- Utilized client's system for efficient feedback and data management.
- Utilized analysis to enhance team member distribution efficiency.
- Conducted post-event analysis to assess the impact of decisions on service levels.
- Led initiatives for continuous improvement in real-time analysis methodologies and practices.
- Collaborated with management to forecast contact volumes and required staffing needs.
- Managed day to day reporting on service performance metrics, highlighting areas for improvement.
- Reviewed historical data to refine accuracy of future staffing and volume predictions.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Distributed progress reports for improved business planning.
- Helped team produce quality work using desktop publishing applications.
Social Media Advisor (Night Team)
Webhelp UK
Derby, Derbyshire
04.2018 - 11.2020
- Tailored content for various platforms, including social media, press releases, and website copy, to engage diverse audiences.
- Utilised analytics tools to track media campaign performance and inform future strategies.
- Analysed media coverage to evaluate effectiveness of communication strategies and identify areas for improvement.
- Advised clients on reputation management, offering strategies to maintain a positive public image.
Contact Center Associate
Webhelp UK
Derby, Derbyshire
11.2017 - 03.2018
- Managed complaints with calm, clear communication and problem-solving.
- Built and maintained courteous and effective working relationships.
- Identified issues, analysed information and provided solutions to problems.
Bar Manager
BJ's Leisure
Skegness, Lincolnshire
03.2017 - 10.2017
- Implemented cost-saving strategies, reducing wastage and improving profitability of the bar.
- Monitored compliance with licensing laws, preventing underage sales and managing intoxication levels.
- Managed bar operations, overseeing stock levels, ordering supplies, and maintaining inventory accuracy.
Bar Manager
Butlins
Skegness, Lincolnshire
05.2015 - 02.2017
- Implemented cost-saving strategies, reducing wastage and improving profitability of the bar.
- Reviewed and updated operational procedures, streamlining processes for efficiency.
- Analysed sales data to identify popular items and adjust stock levels accordingly.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Managed bar operations, overseeing stock levels, ordering supplies, and maintaining inventory accuracy.
- Controlled budget and payroll, ensuring financial targets were met.
Education
NVQ Level 3 - Environmental Protection
School of Chemical Technology
Szeged, SerbiaSkills
- Staff appraisals
- Training and development
- KPI management
- Priority management
- Technological expertise
- Issue resolution
- Operational planning
- Customer relationship building
- Client account management
- Regulatory requirements understanding
- Hiring and firing
- Task delegation
- Goal development planning
- Report writing
- Complaint resolution
- Workflow planning
- Data entry
- Presentation design
- File and data retrieval systems
- ITIL foundation level knowledge
- ITIL principles familiarity
- ITIL practices
- ITIL principles adherence
- Certified itil foundation level
Certification
- CEA – Certificate in Advanced English (ESOL)
- Microsoft Excel Proficiency Level 2
- Business Management Level 1
- ITIL 4 Certification
Languages
English: C2 Proficient
Hungarian: C2 Proficient
Serbian: A2 Elementary
Croatian: A2 Elementary
References
References are available upon request.
Hobbies and interests
Enjoy playing video games in my free time as well as building and improving PC's, Outdoor activities such as fishing and occasionally hunting
Timeline
I.T Problem Mananger
XMA Ltd
04.2024 - Current
Team Leader
XMA Ltd
02.2023 - 05.2026
Deputy Operations Manager
Webhelp UK
03.2022 - 02.2023
Team Leader
Webhelp UK
07.2021 - 03.2022
Real Time Analyst
Webhelp UK
12.2020 - 06.2021
Social Media Advisor (Night Team)
Webhelp UK
04.2018 - 11.2020
Contact Center Associate
Webhelp UK
11.2017 - 03.2018
Bar Manager
BJ's Leisure
03.2017 - 10.2017
Bar Manager
Butlins
05.2015 - 02.2017
NVQ Level 3 - Environmental Protection
School of Chemical Technology