Ibrahim Demirdag

Manager Customer Care Germany, Austria & Switzerland Quality Assurance, Process Management, Cooperaton & Alignment with Management of other EP countries

- Technical Supervisor of iTS & Account Security Advisors German & English - Escalation path for credit card fraud, identity theft, account hijack - Quality Assurance, Complaint Management, Process Documentation - 04/2014 - 03/2015 : Executive Relations (Reporting directly to Legal Team, PR, Global Management & CEO Tim Cook) - Lawsuit arbitrations directly with attorneys or Consumer Law agencies - Investigation of complaints about Apple employees - Investigation of potential safety issues/risks

- Point of Contact for EMEA Partners regarding Pricing, Business Rules, Sales Processes, Special Bids - Business Partner to internal Sales teams with regards to RH Systems, Processes, Lead Management, Deal Support & Discount Levels - Cooperation with Channel Managers in EMEA countries - EMEA Channel Operations contact for additional routes to market like OEMs, System Integrators, Independant Software Vendors and Hosting Partners - Training Partners, Sales and Order Management on new processes

- maintaining and improving service levels - creating and evaluating performance reports - quality and customer satisfaction assurance through agent communication assessment and training - regional process management & frequent meetings with other global customer service leaders to align processes on a global level with respect to regional requirements.

Troubleshooting and resolving any hardware, software, or network-related computer problems in german and english. I was also SME (Subject Matter Expert) for Sales and Customer Satisfaction. My tasks here were to assess the correspondence of my team members and to deliver presentations and individual trainings on sales strategies and customer satisfaction.