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Team Leader @SAS - Scandinavian Airlines
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WORK HISTORY
Team Leader @SAS - Scandinavian Airlines
Warsaw, PL
Team Manager & Operational Excellence LeadAs a Team Manager, I lead and develop a high-performing team of 15-20 travel consultants, driving operational efficiency and exceptional customer service within a complex travel environment.Key Responsibilities:• Team Leadership & Development: Manage all aspects of daily team operations, including scheduling, workflow, and performance monitoring. Dedicated to coaching and mentoring team members, conducting regular call evaluations, and developing personalized plans to facilitate career growth.• Performance & Quality Management: Strategically utilize AI tools for deep-dive call and chat analysis to identify trends and opportunities. Actively work to improve the project\'s Service Level and critical operational KPIs, including Average Handle Time (AHT), Customer Satisfaction Index (CSI), and First Contact Resolution (FCR).• Complex Case Resolution: Serve as the final escalation point for passengers facing flight irregularities and disturbances, resolving complex issues swiftly and effectively to minimize disruption and maintain customer loyalty.• Strategic Collaboration: Partner with Operations Managers to define strategic goals, develop action plans, and implement improvements for overall operational efficiency. Maintain strong collaborative relationships with departments such as Quality Analysis, Training, Client Management, and IT to ensure seamless service delivery and continuous improvement.
EDUCATION
Self-educated
Comptia Security +, Computer Science
ABOUT TATENDA SAMUNDERU
I am a results-driven cybersecurity professional with over 4 years of experience in the industry, with a recent focus in PCI DSS compliance and external vulnerability scanning. My background includes leading and mentoring a team of 20+ analysts, ensuring the delivery of high-quality security solutions and maintaining compliance with industry standards.I am currently pursuing the CompTIA Security+ certification, I am passionate about leveraging my technical expertise and leadership skills to protect organizations from evolving cyber threats. I am seeking opportunities as a Security Analyst, Level 1 SOC Analyst, or Team Manager where I can contribute to strengthening security frameworks and enhancing operational efficiency.Key Skills:> PCI DSS Compliance> Vulnerability Scanning & Management> Team Leadership & Development> IT Security Frameworks> Incident Response & AnalysisI look forward to connecting with professionals in the cybersecurity domain and exploring opportunities to make a meaningful impact.
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