Ladislav

Ladislav Sandori
Date of Birth: 07.01.1984
Nationality: Slovak nationality/European Union.

Chernihiv, Ukraine.
Goethe University Frankfurt Am Main. [open contact info](look above in the "contact info" section)
2000-2009 Business academy International language school
1991-2000 Private school GT Gymnasium.
[open contact info](look above in the "contact info" section).

History Of Employment
2020-2024 Job Title: DACH Senior Team Leader/Operation manager skills.
Barcelona.
Ensures daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics.
Create and send daily, weekly & monthly team reports regarding the performance of SMB. (WBR-MBR)
ensure the SLA, SPH, AHT, and KPI are on target as per client request.
Create and publish reports detailing all aspects of the team's performance.
Participate in the recruitment and interviewing process.(Language checks, in Czech, Slovak, German, Hungarien, Englisch)
Motivate team members with ongoing constructive feedback.
Set yearly performance goals for each assigned agent and follow up on the objectives
Carry out one-to-one reviews and appraisal reviews and disciplinary meetings.
Contribute to the team with a positive attitude and a friendly approach.
Planing with Subject Matter Experts, and the training department to develop - deliver the additional process training for the SMB agents.

2018-2020 Job Title: DACH Customer Service Manager Head of DACH Team.
Ireland.
Managing the customer service operations for the DACH region (Germany, Austria, and Switzerland).
Leading a team of customer service representatives and ensure that they provide excellent service to customers
also achieving business objectives and KPIs.
Lead and manage the DACH customer service team, including hiring, training, and performance management
Set and monitor team and individual KPIs to ensure productivity and quality of service
Develop and implement customer service policies and procedures for the DACH region
Work closely with other departments, such as sales and marketing, to ensure a seamless customer experience
Analyze customer feedback and data to identify trends and opportunities for improvement
Resolve escalated customer issues in a timely and satisfactory manner
Regularly report on key customer service metrics and performance to senior management.

2015-2018 Job Title: Multilingual Quality Analyst Team Leader.
Luton United Kingdom.
Lead and manage a team of multilingual quality analysts to ensure high-quality language services, including translation,
localization, and linguistic testing. Develop and implement quality assurance processes and procedures to maintain high standards
of work across all languages supported by the team. Train and mentor team members on best practices for quality analysis,
including grammar, spelling, punctuation, and cultural nuances.Monitor team performance and provide regular feedback
and coaching to ensure continuous improvement. Collaborate with project managers, content creators, and other stakeholders
to address quality issues and provide solutions in a timely manner.
Conduct regular quality assessments of work produced by the team to identify areas for improvement and implement corrective measures.
Stay up-to-date on industry trends and best practices in multilingual quality assurance to ensure the team remains competitive
and innovative. Serve as a point of contact for internal and external stakeholders regarding quality-related issues.
Participate in cross-functional meetings and projects to promote collaboration and drive quality initiatives within the organization.
Uphold company values and standards of professionalism while representing the team in all interactions with clients and partners.

2010-2014 Job Title: Facilities Coordinator / Facilities Management Team Leader.
Frankfurt am Main Germany.
Supervising and coordinating facility maintenance activities, including repair work,
renovations, and preventive maintenance programs. Developing and maintaining relationships with vendors
and contractors to ensure timely and cost-effective service delivery.
Overseeing the scheduling and coordination of maintenance and repair work to minimize operational disruptions.
Analyzing facility usage data to identify opportunities for cost savings and efficiency improvements.
Implementing and enforcing safety policies and procedures to ensure compliance with regulatory requirements.
Developing and implementing strategic plans to improve facility operations and meet organizational goals.
Training and supervising facility management team members to ensure high performance and productivity.
Collaborating with other departments to coordinate facility-related activities and address cross-functional issues.
Monitoring and reporting on key performance indicators to track progress towards facility management goals.
Implementing best practices in facilities management to ensure a safe, efficient, and comfortable working
environment for employees and visitors.

Language skills
Pc Skills Slovak language
Business fluent
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Czech language
Business fluent
Experience with data analysis tools such as Excel or Google Sheets
German language
Proficiency with graphic design software (e.g. Adobe Creative Suite) Business fluent
Familiarity with web design and development tools (e.g. HTML, CSS)
Englisch language
Experience with customer relationship management (CRM) software Business fluent
Strong typing and keyboard skills Hungary language
Ability to troubleshoot and resolve technical issues independently Business fluent
Rusian language
Fluent