Anna Lautensack

Reviews/manages non-strategic maintenance contract activity for Global accounts through interface with Sales and Finance departments to resolve contract issues. Interfaces with all areas of Global Services, Sales, Telesales, Finance departments, as well as customers, to provide accurate contract information. Delivery of training modules/writing up operating procedures/develop team/Identifying patterns and areas to develop within the team Holiday Cover for Management

Support the customer in aspects of registration, website navigation, account management, Internet connection troubleshooting and billing enquiries.Processing daily, weekly and monthly call CMS statistics reports. Identifying patterns and areas to develop within the operation in general and highlighted development of each agent by designing graphs and a report for each individual.Wrote up Standard Operating Procedure on how to produce CMS reports – trained several agents.

Processing of manual orders and requests received by fax, mail and/or E-mail. Distributing work load between team and tracking all information. Weekly One-to-One’s and monthly team meetings

During my time as an Au Pair I also attended Milwaukee College for In-depth studies of the English language, Madison University for Advanced Studies in International Marketing and Business Administration

English Language and Business Administration