Jovy Otto

 Jovy Otto, BSc Av. Diagonal, 08019 Barcelona | - |-| Nationality: Austrian | NIE Y-B PERSONAL SUMMARY Excellent Quality Customer Complaint Specialist with 4+ years of intensive experience within Swarovski Quality Management and 9 years within Swarovski production. Possessing a high-level of initiative, self-motivated with outstanding coordination and organizational skill, proactive with critical/analytical thinking in decision making and solving problems along with interpersonal skill (fluency in English & advance in German) and highly result -oriented ensuring to make works done efficiently. Passion in handling/ processing product quality issues delivering an end-to-end customer-oriented solution within the SLA that secured high customer retention and subsidized the continues product quality improvement. OBJECTIVE Highly-motivated and very determined to take a challenging role to best use my professional knowledge in Industrial Engineering and combine it with my professional experience gained within Quality Management with willingness to go that extra mile to deliver and perform my responsibilities efficiently and to contribute to a successful business outcome. CAREER SUMMARY Customer Service & Sales Representative (March) DYSON | Barcelona 2018 Providing great customer service to Dyson product owners concerning inquiry, machine issue, product information thru phone or e-mail. Identify customer needs and promote product that will best fit customer`s needs. IT Level 1 Analyst (Jan-Feb) Computacenter|Barcelona 2018 Respond to incoming calls and chats and logging the issues in the ticketing system. Troubleshoot the basic IT issues users are facing. Get to the root of problems provide a first contact resolution (either remotely, by chat or calls) and escalate whenever necessary. Career break (Maternity leave) - Dedicated 17 months to raising a family. Quality Customer Complaint Specialist (Dec 2012-Jul 2016) D. SWAROVSKI KG | Tirol, Austria- Rapidly deployed to Quality Customer Complaint Specialist due to strong performance. Identified process inefficiencies, contributed and promoted ideas to continuously improve the complaint process set up to improve customer satisfaction. Handled/processed product quality issues with proactive liaising with cross-functional teams also at international level. . Effectively prioritized incoming complaints (basic/advance/complex issues) via SAP. Performed product investigation of physical complaint goods based on Quality specification. Researched, analyzed, documented and prepared report in a timely manner including issuing of global official quality complaint report. Coordinated and act as a single point of escalation for critical issue with proactive collaboration with cross-functional teams also at international level to find the root cause and implementation of sustainable solution. Built up good relationship and transparency that secured high customer retention: keeping involved parties abreast of the relevant issue or complaint status; Act as a key contact and led customer’s voice to represent their requirements within the plant. Ensured to prevent quality issue recurrence by coordinating/commissioning global stock inspection and quality check in warehouse. Supported Quality Management thru generating periodical complaint analysis report to track high priority issues and identify trends. Proactive member of project with focus on global customer service process improvement including; active participation in customer service workshops; provided online training sessions to make sure that all staff (25+ p) involved with complaints are adequately trained; Coached and trained new team members in complaint management (3-5 p) including creation of training material for complaint processing guidelines; mentored team members to strive for resolution. Quality Assistant (Jul 2012-Nov 2012) D. SWAROVSKI KG | Tirol, Austria- Controller/Trainee (Jul 2011-Jun 2012) Hired to support Quality Managers in processing complaints to meet the deadlines and achieve customer satisfaction. Decreased customer complaints up to 60% within 11 months and achieved to capture and focus on real quality issues. Delegate Quality Management Experts to develop sustainable solution for a specific claim and workout defined targets. Inspection of complaint products in accordance to product quality standard and assessed goods for repacking, restocking or scrap. Assured to prevent quality issue recurrence by performing quality checking and stock control. Formulated and finalized results into a clear and concise report and elaborate with global customer service units ensuring a thorough understanding of the issue and resolution. Daily liaising with global customer service and Sales/Distribution companies via email or call providing information related to the issue. Conducted investigations, researches and analyzed data to extract key information used to assess complaint procedures. Production end-controlling D. SWAROVSKI KG | Tirol, Austria- Sorting out products based on quality standards – 100% checking Intern - Junior Quality Engineer GOOD YEAR TIRE AND RUBBER CO. | Manila, Philippines Feb -Jun 2000 Provided studies finding the root cause and necessary corrective action in order to improve both staff & production efficiency SKILLS Adaptability: Strive to learn new skills and to develop in a new environment with enthusiasm. Customer oriented with interpersonal skill Communication and solid writing skills Exceptional complaint handling skills Great team spirit supporting to strive for resolution Outstanding coordination and organizational skills Data analysis with great attention to detail Excellent research & investigation skills Creativity and strong analytical thinking Manage conflict situations while maintaining a professional behavior especially on high pressure. Understanding of technical drawing, Quality Standard ISO, AQL standards for inspection and tolerances Proficiency in SAP and Microsoft Office Basic IT troubleshooting & ticketing system German – advanced (written and spoken) English – fluent (written & spoken) TRAININGS AND EDUCATION D. SWAROVSKI KG | Tirol, Austria Foreign Language: German: Level C1.1 - Trainings/Certification: Meeting Management | Basic Crystal Training | Conflict Management - Foreign Language: Italian: Level A1 2012 WIFI Schwaz | Tirol, Austria Foreign Language: German: Level A1-A2 & B1-B2 2003 & 2015 University of Perpetual Help Rizal Dalta | Las Pinas City, Philippines University Degree: BSIE - Bachelor of Science major in Industrial Engineering - INTEREST Learning new language: using Babel for Spanish Determined to learn CRM system/tool & sales process Passion in traveling and exploring other cultures Money budgeting, organizing, doing analysis & researching REFERENCES Mr. Damir Leko Head of Quality Customer Service D. Swarovski KG Tel: - | email:-Recommendation letter from my previous superior and a reference letter from Swarovski HR are available upon request.