The Hebrew University

Head hunter **rona.assa@gmail.com**

An Experienced recruiter with vast experience in the Hi-Tech industry, specializes in technological roles.

self employed

Recruitment Specialist

Managing Menorah customer Service, which has 3 different departments, ~100 customer service representatives).Analysis and improvement of service processes in the organizationDirect management of the call center managers and staff and leading them to meet the department's goalsDevelopment of training programs to improve representative skills and improve serviceEstablishing sales teams, setting goals and building a reward model

Menora Mivtachim Insurance LTD

Director of Customer Relations

Managing YouPhone customer service divisionManagement; operation and coordination of service centers spread on 3 sites.Implementing advanced service channels such as- self service, online chat and WhatsApp. Defining customer service policy. Establishing and maintaining high quality of multi-channel customer service.Managing a 6 million shekel yearly budget.End-to-end responsibility for customer experience.Assessing the customer service department’s operational performance against KPI’s.Responsibility for the design and implementation of CRM system according to company’s needs to ensure customer satisfaction.

YouPhone

Customer Service Director

Part of the company’s founders team.Design and planning of the entire customer service unit- recruitment, training, employment conditions and service level agreement.Design and implementation of Salesforce CRM system Writing reports and business correspondence.Setting service channels and defining the service level agreement for each channel.Analyzing performance and related statistics and drawing conclusions.Managing the HQ unit- planning department manager, recruitment and training manager, operation manager and knowledge manager.

Hallo 015

Establishment and Management of Customer Service and Sales DivisionWorking directly with the main office of CTS Eventim in Germany.Managing customer service and sales team, process, and policies.

CTS Eventim Israel

Director of Sales and Service

Operations and Coordination Department Manager, Customer Service DivisionManaging a department of 10 Operations and Coordination Team Leaders.Working directly with Orange customer service VP.Full responsibility for the division availability and meeting the goals.Managing system and network failure, regarding the customer experience (for example- distribution of call script to all representatives). Weekly predicting the number of calls to each call center by day’ and than assigning the needed amount of representatives.Managing the security level and permissions for the service division.Constantly expanding the number of call centers in different sites.Designing the needs of WFM system (workforce management)

Rona Assa