Beate Hoffmann

Background

About Beate Hoffmann

I am ambitious in a reasonable way. Able to understand complex processes inside of applications and transport knowledge in an easy and clear way to users. As Tools and Process Coordinator I was responsible for Processes, access control and optimization of contact centre tools. I had to ensure that all account specific tools deployed, changed or in use across the operations are tested, managed and utilized in optimal manner. Was responsible to ensure that all documentation related to tools, tool usage and access control were up to date at all times. I worked as part of a global account management team, where working closely with team members and other departments. I acted as the SPOC and escalation point between vendor and client parties on all matters concerning tools and related processes. I manageed usage of the tools through proactive checking, controlling and support. Success in this role will be determined by the individual and team results in meeting Knowledge and Social Media related KPIs, measurements, and other task specific criteria. During the time I was Project trainer I also did the Operations Back-up. I these times I was responsible for the account and provided reports internally and externally. In Team management I always have an open ear to my team members. On the other hand I do not ask them to do things I wouldn't do too. When it comes to Processes and Working Instructions I always create them to have the ability using these instructions as training material too. When finished one of teh processes I alwys read them from perspective of the person who must understand it. That helps a lot and makes my processes clear to everyone. My strenghts are ability to work long and hard, understand systems and tools from developer and user perspectives, result oriented. My weaknesses are that sometimes I can't say 'No' although there is enough on my plate, always questioning 'Why?' until all is clear.