Ladislav

Ladislav Sandori
Education
Goethe University Frankfurt Am Main
Business academy International Language School

2024-2025 Job Title: Operation manager lead DACH Market.
Riga Latvia on site and remote.

Lead and manage a diverse team of team leaders; QA leads training and supports staff in a collaborative and inclusive culture.
Conduct regular team meetings and performance reviews, providing coaching and mentoring the team members to Effectively
achieve the KPIs as planned weekly and Q1, Q2, Q3, Q4.
Developing and implementing operational strategies that align with the company's and client goals in the DACH region.
Analyze operational processes and recommend improvements for efciency and effectiveness in daily operation.
Oversee the planning, execution, and completion of projects in the region.
Ensure projects are delivered on time, within scope, and within budget.
Establish key performance indicators (KPIs) to measure the team's performance and operational success in all supply channels
operation routines, market-specic updates and topics.Regularly review and report performance metrics to senior stakeholder,
pure cloud calibration monitoring the Off-Q time with the WFM team to avoid the gap in the coverage as shrinkage planed non
planed Qlik since weakly performance data migration regarding CSAT, CR, AHT, RR and SL level.
Communicate effectively with clients, partners, and senior stakeholders to ensure alignment and transparency.
Adapt operational strategies to local market needs and customer preferences;
identify cost-saving opportunities while maintaining quality and service standards.

2019-2023 Job Title: AM operation manager DACH Market.
Barcelona on site and remote.

Monitoring work processes and adjustments to increase efciency Identify areas for operational improvements.
Implement strategies to streamline processes, reduce costs, and increase productivity.
Team Management Resources Set goals, delegate tasks, and ensure team performance is aligned with company goals
and client requirements data preparation in Zendesk, Purecloud, Qlik sense for the WBR, MBR Q1, Q2, Q3, Q4 presentations with the stakeholders
senior management - delivery management. Manage budgets and forecast operational needs' headcount support staff.
Analyze expenses and implement cost-saving initiatives manage relationships with suppliers and service providers.
Ensure timely procurement of goods and services.
Prepare regular reports on operational performance from the DACH market, individual follow-ups regarding volumes,
and expectations for back up support in all interaction channels regarding daily operation.
Use data to support decision-making and strategic planning.Ensure operations comply with legal, health, and safety regulations.
Develop and enforce company policies and procedures with the training department.Ensure high levels of client satisfaction.
Handle escalated issues and implement solutions to prevent recurrence.
Cross-functional CollaborationCoordinate with other departments (e.g., HR, nance, sales) to align goals and projects.

Job Title: DACH Customer Service Manager HEAD OF THE DACH TEAM.
2016-2018 Ireland Dundalkon site.
Develop and implement strategies to enhance customer service and operational efciency for the DACH region.
Align team goals with the overall business objectives and ensure that these are communicated effectively.
Analyze key performance indicators (KPIs) and metrics to assess the team's performance, ensuring that service level agreements (SLAs) are met.
Regularly review call center operations and implement improvements based on performance data.
Ensure high levels of customer satisfaction by monitoring interactions and addressing any issues that arise.
Develop strategies for improving customer engagement and retention in the DACH market.
Communicate effectively with senior management regarding team performance, challenges, and opportunities.
Ensure that the team adheres to company policies, industry regulations, and quality standards.
Implement training programs and quality assurance measures to maintain service excellenceManage the budget for the DACH team,
ensuring efcient use of resources and identifying areas for cost reduction.
Monitor nancial performance and report on variances from the budget.

Job Title: Senior Quality lead
2013-2016 Luton United Kingdom on site.
Lead and mentor the quality assurance (QA) team market specic for SK, CZ, DE and HU.
Conduct regular team meetings to discuss project updates, challenges, and progress updates regarding new routines.
Assign tasks and responsibilities to team members based on their strengths and workload in UIQ evaluations.
Develop and implement QA strategies and processes to ensure high-quality deliverables in the market-specic lines as per language.
Collaborate with other departments to align QA processes with overall project goals from the client and stakeholders.
Monitor and report on testing progress, and track defects and issues.
Continuously evaluate and improve QA processes and methodologies for the team leaders and operation staff.
Analyze testing results and metrics to identify areas for improvement.

Job Title: Facilities Coordinator/Facilitie Management Team Leader
2012-2013 Frankfurt am Main Germany.
Supervise and guide a team of facility staff (cleaners, maintenance, security, etc.) allocate tasks, set schedules, and monitor team performance.
Conduct team briengs and provide on-the-job training where needed handle team conicts or performance issues professionally.
Facilities CoordinationEnsure day-to-day facility operations run smoothly (cleaning, maintenance, HVAC, lighting, etc.).
oordinate repairs, servicing, and preventive maintenance manage ofce moves, desk setups, and space planning when required.
Serve as the rst point of contact for facility-related issues or emergencies.
Liaise with external contractors and service providers.
Schedule and supervise work to ensure quality and safety standards are met.
Review invoices and ensure services are delivered as per agreements.
Languages
Ensure the facility meets all health and safety regulations.
Monitor inventory of supplies (cleaning products, tools, PPE, etc.) and reorder as needed.
Report issues, updates, or project progress to the Facilities Manager or Operations Manager.
Coordinate with other departments for facility-related support (IT, HR, etc.).
Digital Technical Skills
Excel – Advanced skills pivot tables.
PowerPoint – Creating reports, presentations, and strategic plans
Outlook / Gmail – Email communication, calendar management, task tracking KPIs, nancial tracking, scheduling
Google Sheets Familiarity with tools like Tableau, Power BI, plus Project Management Tools
Trello, Asana, Jira, or Microsoft Project Task tracking, project timelines, resource allocation
Microsoft Teams, Slack, Zoom, or Google Meet File sharing and cloud storage (Google Drive, OneDrive, SharePoint)
Familiarity with systems like Fishbowl, Zoho Inventory, QuickBooks, etc., depending on the industry
Basic IT Troubleshooting Basic understanding of operating systems.