Alexander Kasztanovics-• linkedin.com/in/kasztanovics
- • Prague, Czech Republic
Results-driven business development leader with a unique facility for designing and implementing business
objectives that meet service delivery needs. Leverage financial planning and budgetary management experience
to ensure scopes of projects are met and maintained. Recognized for the ability to lead projects from initial
definition to overall execution. Work effectively with people from diverse professional cultural backgrounds and
communicate ideas in clear easy-to-understand terms. Spearhead the launch of new projects and apply
innovation and creativity to fuel success. Exceptional project planning, organization, and detail orientation skills.
Ability to communicate in Flemish, Dutch and English.
Areas of Expertise include:
▪ Cross-Functional Leadership
▪ Performance Improvement
▪ Project Management
▪ Strategic Planning & Analysis
▪ Work Flow Optimization
▪ Client Development
▪ Program Planning
▪ Business Development
▪ Consulting Engagements
Professional Experience
ACCENTURE • Prague, Czech Republic • Dates
Supports leading organisations in transforming their existing business operations model.
SERVICE DELIVERY LEAD • September 2016 – Present
Establish and refine service delivery processes to ensure that each customer receives the optimal experience
from initial contact. Provide general oversight to employees regarding the delivery process and the required
processes and tasks. Ensure delivery processes are efficient and cost effective by reducing costs and
streamlining the process without adversely impacting the client experience. Assess customer feedback to make
necessary improvements by conducting evaluations or surveys.
Key Accomplishments:
• Managed the success of 36 FTEs for three clients to drive service delivery and maintain strong relationship
with client and third parties.
• Collaborate with Account Managers and Project Managers to effectively communicate accountability for
Client Service Team’s project goals and deliverables.
• Implement training opportunities to allow team members to develop skills, set achievable goals, and meet
performance objectives.
PROCUREMENT TEAM LEAD • February 2016 - August 2016
Implemented innovative and sustainable procurement guidelines, procedures, and policy. Identified opportunities
for new and integrated supply agreements and gained economic savings and increased service levels from
suppliers. Monitored internal procurement systems and processes to ensure that compliance was achieved
across the organisation. Reviewed, maintained, and updated service systems, processes, and procedures, and
contributed to the implementation of new services and procedures.
Key Accomplishments:
• Established a team of high-performing procurement agents by overseeing KPI’s to monitor deliverables and
service targets.
• Ensured that all client SLA targets were met, including performance management, people management, and
transition management.
OPERATIONAL EXCELLENCE / QUALITY ASSURANCE LEAD (CLIENT: FACEBOOK) • March 2015 – January 2016
Established and evolved formal Quality Assurance processes, ensuring the use of industry-accepted best
practices. Oversaw all aspects of quality assurance, including establishing metrics, applying industry practices,
and developing new tools and processes to ensure quality goals were met.
Key Accomplishment:
• Led and mentored QA team members, and developed and executed test cases, plans and procedures.
Alexander Kasztanovics
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OPERATIONS ACCOUNT MANAGER (CLIENT: MICROSOFT) • November 2013 – February 2015
Launched and maintained client accounts and completed regular service inspections of client locations to track
and resolve issues. Identified and sold additional services to existing client and maintained accurate records and
documentation. Drove operational success by identifying areas of concern and managing cross-functional
activities.
Key Accomplishment:
• Developed strong, trusting relationships with the client to ensure loyalty and retention.
CUSTOMER SERVICE REPRESENTATIVE (CLIENT: MICROSOFT) • February 2012 – October 2013
Managed large amounts of incoming calls and generated sales leads. Identified and assess customers’ needs to
achieve satisfaction. Built sustainable relationships and trust with customer accounts through open and
interactive communication. Provided accurate, valid, and complete information by using the right methods and
tools.
Key Accomplishment:
• Provided appropriate solutions and alternatives to customers, providing excellent positive customer service.
Additional Professional Experience
STREAM GLOBAL SERVICES
TECHNICAL SUPPORT REPRESENTATIVE
HEWLETT PACKARD
HARDWARE INCIDENT DISPATCHER
TUI GROUP
SPORTS COACH
DIXONS
SALES ASSOCIATE
Computer Skills & Certifications
Salesforce • Power BI • SAP • Coupa • Ariba • Service Now • WQM • Radix • Adobe Photoshop / Light Room •
MS Office (Outlook, Excel, Word, PowerPoint, One Note • OS Windows
Certifications: Coupa Platform • Radix P2P
