Norbert Halmi

• Develop and implement customer service policies and procedures to ensure efficient and effective operations. • Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure exceptional customer service delivery. • Monitor and analyze customer service metrics, such as response time, resolution rate, and customer satisfaction, to identify areas for improvement and implement strategies to enhance overall customer experience. • Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction. • Collaborate with other departments, such as sales and marketing, to align customer service strategies with overall business objectives. • Stay updated on industry trends and best practices in customer service, and implement innovative approaches to enhance customer satisfaction and loyalty. • Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships. • Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency. • Conduct regular performance evaluations of customer service team members, providing feedback and coaching to drive continuous improvement. • Prepare

Managing and ensuring team member performance and job satisfaction. Ensuring the good and professional collaboration and alignment between Application Specialists, Sales and Robot Specialists Acting as a UVD Robot Specialist, providing technical service to UVD Robot customers remotely and on-site as required. Managing the day-to-day activities and alignment of the RoW UVD Robot Specialist team. Coaching the team UVD Robot Specialists in succeeding within their areas of responsibility. Developing team strengths and improving weaknesses, while creating a pleasant working environment. Identifying team goals with VP Customer Service and evaluating/reporting the progresses. Motivating and resolving conflicts within the team. Organizing team initiatives to reach all the targeted goals. Contributing to the growth of the Customer Service department through a successful team. Conducting monthly conversations with Robot Specialists.

Providing supervision and support to installations, either done directly by Blue Ocean Robotics or by distributors. Installations, maintenance, repairs and other on-site technical services too at customer locations i.e. hospitals, pharma, offices, exhibition centers, schools and various other healthcare and non-healthcare environments. Telephone, e-mail and chat support to users, customers and distributors Temporary robot installations at exhibitions, events and demonstrations Creation and communication of best practice descriptions, maintenance manuals, guides and other user-facing documentation. Facilitation of training to distributors engineering and service teams both on-site and at HQ. Delivering technical feed-back from robot installations to the product development team Services are to be carried out in the following countries: Eastern Europe, primarily Roumania, Hungary and on ad hoc basis Western Europe, UK and Middle East

Responsible for business development from operations perspective for his/her customers. For this, I will identify and suggest actions, and ensure they are properly applied in accordance to top management decisions Act as escalation point from operations for his/her customers both internal and external escalate further issues that can’t resolve Review and report periodically on the projects status and overall cooperation with customers, and decide any actions needed towards customer satisfaction Ensure agreed/appropriate operation processes are in place Bring a level of innovation in the cooperation with the customer Pre-sale – review/advice on operations part of proposals for existing/potential customers Resourcing – responsible for staffing project teams considering the strategic approach for customers Resource manager of personnel working on his/her customers Provide support for management roles in his/her delivery unit Acts proactively on specific tasks delegated to him/her by top management

Act as a first point of contact in HR for enquiries from both internal and external customers Provide a seamless administrative service to the country / divisional client group within the SSO scope.(Includes data entry, correspondence, filing) Enter data for payroll and time & attendance into the relevant systems according to predefined processes Operate within team SLAs for quality, accuracy and turnaround time. Provide data/workload information to team-leader on a weekly basis and as requested.  Use and develop expertise in the full range of tools and technology required to perform the role Provide a professional and friendly service at all times to peers in the DACH region Develop an effective working relationship with the client group and related departments across the business toensure a streamlined service is provided to the customer.  Continually look at ways of improving process and procedures within the HR function to improve the level ofsupport provided to the customer. Suggest and follow through on process improvements

Updates the customers’ accounts details Prepares credit notes and transfers payments requested Provides timely updates of outstanding collection per company Collects the aged debt of the assigned portfolio by providing also customer satisfaction Maximizes cash flow by minimizing bad debt by ensuring invoices are paid in full and in accordance with the agreed payment terms Suspends due to non-/ late payments Joins the team in working the assigned pool Assesses accounts in order to release the blocked orders Contacts the customers in order to obtain the necessary information requested for the risk assessment decision Acts as Deputy Team Leader for Operations Makes sure all records are accurate Reaches targets and deadlines given by the team leader Assists team members whenever they need advice/ help in solving client enquiries Offers technical support for PAs Reinforces communication within team leaders and PAs Ensures fluency of activity in the absence of team leaders Provides support to team leaders and offer advice on process related issues Addresses escalated queries from the PAs Assists TLs in process improvements Manages the technical process related to his/ her line of activity Monitors the implementation of both existing and new company procedures