The Achievement Edge

"Is your business taking up too much of your time and not generating the revenue you want? If so, keep reading because I have some valuable insights for you.

You might have heard the conventional advice: work harder, just grind it out, you have to sacrifice everything to succeed. But let me tell you, the hustle and grind is a one-way ticket to burnout.

Here's a little secret: The key to success as an overwhelmed Solopreneur isn't just about working harder; it's about working smarter and creating your success mindset for sustainable growth. 

Many overwhelmed business owners don't realize that the secret to unlocking their full potential lies in harnessing the power of their mindset. You can have all the strategies, technology and tools in the world, and if you can't get yourself to take action, they are useless. As Tony Robbins says, success in business is 20% strategies and 80% mindset.

As a dedicated Mindset Coach specializing in serving overwhelmed Solopreneurs, I understand the unique challenges and desires of your business. With over seven years of experience and countless client success stories, I know I can help you tap into the power of your mindset for optimal results.

We can do this without resorting to an endless grind. Instead, we'll create more ease and productivity with less stress, resulting in more clients & revenue.

If you're eager to learn more, click 'Connect' and send me a message. I'm here to support you in your journey.

Mindset Coach

Keller Williams Lifestyles Realty, Brokerage

In my role as a Real Estate Agent, my primary aim was to consistently surpass my clients' expectations, whether they were buying or selling a home. 

This commitment to excellence and a success mindset helped me navigate challenges, adapt to market changes, and provide innovative solutions to clients.

Real Estate Sales Representative

Welcome to my profile! If you're a Founder or Small Business owner, you're in the right place. 

Problem Solved: Helping founders and entrepreneurs master their mindset for faster business growth and reduced stress.

Background Information:

I'm a lifelong learner, a Mormor (Grandmother in Danish) to 2 little girls, a cupcake enthusiast, and a stationary fanatic. But most importantly, I'm a Mindset Coach dedicated to empowering founders and entrepreneurs like you to overcome common challenges and achieve your goals.

What We Do:

✨ Build a Rock-Solid Mindset: It's your foundation for success. Develop resilience, confidence, and a growth-oriented mindset, so you can confidently take action toward your goals.

✨ Create Your Personal Success Formula: With your personal success formula, you’ll show up effectively every day.

✨ Develop Resilience and Adaptability: Learn to thrive in the face of adversity and bounce back from setbacks.

✨ Reclaim Precious Time: Master time management and productivity to focus on high-impact tasks.

How We Do It:

I understand the challenges entrepreneurs and founders face, including procrastination, self-doubt, isolation, fear, and lack of clarity. I've been there myself, and I know that lasting transformation starts from within. Through personalized coaching, practical strategies, and proven techniques, I'll help you overcome these obstacles and unlock your full potential.

Your Next Step:

Your success begins with YOU, and you my friend are worth the investment. Let's connect today and start your journey towards business growth without the hustle & grind. Send me a DM if you’re committed to growing your business and achieving the freedom you desire. Your future self will thank you.

🌟 Testimonial: 🌟

“Susan is a true professional in her field. I can truly say that this was one of my greatest investments and I have grown to a whole new level as a result. Our company is now in the best position it has ever been! I truly believe this would not have been possible without my work with Susan.”
~ Dmitri Panfilenko

Susan Kovacs

Devexperts

1. Service Delivery Management:
Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
Lead an onboarding process of the client during the production launch,
Communicate with the client via telephone, e-mail, or IM to report the current status of the issues,
Oversee the resolution of major incidents, ensuring timely communication and resolution,
Take responsibility for completing the support contract conditions.

2. Process management:
Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:
Manage a project support group in the Maintenance and Support department,
Organize and manage the workload of the team and their backlog.

4. Service Improvement:
Identify opportunities for process improvements and implement best practices to enhance service delivery,
Identify opportunities to enhance the teams' active monitoring and reporting,
Report on key performance indicators (KPIs) with the required stakeholders.

Service Delivery Manager

Philip Morris International

- Lead the operational support for B2C and global communication areas, managing services across 60+ countries in all continents.

- Act as the primary point of contact (SPOC) for key market stakeholders, handling escalations, delivering periodic reports, and aligning expectations to ensure customer satisfaction.

- Drive continuous service improvement by implementing automation solutions, reducing support costs, and optimizing performance for end users.

- Define and monitor critical KPIs including SLA, SLO, aged incidents, MTTR, and NPS to maintain high service standards.

- Enhance Mean Time to Resolution (MTTR) and boost Net Promoter Score (NPS) by applying customer-centric principles and improving support strategies.

- Oversee support for complex solutions involving multiple systems (Salesforce, AWS, SAP, Adobe, Twilio, azure, ...), ensuring timely responses and resolutions.

- Provide functional advice and training for new market onboarding, ensuring smooth transitions and service continuity.

- Manage vendor service quality, establish effective reporting mechanisms, and maintain clear communication with internal stakeholders.

- Lead production support onboarding for new teams, ensuring operational readiness and process alignment.


Key Achievements:

- Reduced incident resolution time by 30% through proactive issue management and automation.
- Improved NPS in 40 pp by implementing feedback loops and customer-first support practices.

Senior Service Delivery Manager

Retail Consult

- Led the Service Management practice, standardizing the SDM processes by developing a customized way of working based on ITIL 4.

- Established a Shared Services structure to provide centralized support for multiple clients, improving efficiency and cost management.

- Managed B2B customer relationships across EMEA and Asia, overseeing account revenue, margins, and customer satisfaction.

- Lead pre-sales efforts for new support accounts, estimating effort and cost, preparing SOWs, and presenting tailored service solutions to potential clients.

- Supervised end-to-end support operations, ensuring incidents, requests, and problems were effectively handled via ITSM tools like ServiceNow.

- Developed and maintained service reports, monitoring KPIs such as SLAs, MTTR, and NPS, and delivering insights to clients.


Key Achievements:

Increased client satisfaction by 25% through enhanced service procedures and KPI management.
Successfully onboarded multiple large-scale clients, ensuring seamless transitions to support.
Implemented a centralized support model for retail and supply chain clients, optimizing operations and reducing downtime.

Head of Service Delivery Management

- Managed a high-profile support account for a major British e-commerce retailer, ensuring a smooth transition from project to support phases.

 Supported testing and post-go-live stabilization, producing detailed service procedures and runbooks.

- Regularly discussed SLAs and generated periodic reports to monitor and optimize KPIs.

- Played a critical role in establishing a Shared Services structure, centralizing support for retail and supply chain clients.

- Collaborated with client stakeholders to ensure service alignment and continuous improvement.


Key Achievements:

- Reduced post-go-live issues by 30% through effective knowledge transfer and documentation.

- Improved operational efficiency for retail clients through centralized support and proactive problem management.

Logic Information Systems

- Established a Shared Services support structure to manage multiple retail clients, streamlining operations and reducing costs.

- Managed the pre-sales process for B2B support accounts, estimating costs, preparing SOWs, and presenting service proposals.

- Provided Oracle Retail support to a travel retail client across Brazil and Italy, focusing on merchandise, fiscal, and planning modules.

- Led a 14-member support team, across Brazil and Portugal, ensuring high-quality service delivery.

- Played a pivotal role in migrating the ITSM tool from Redmine to ServiceNow, improving incident handling and reporting.

- Presented weekly progress indicators to the account manager, showcasing account evolution and service improvements.


Key Achievements:

- Improved client satisfaction by reducing incidents by 15% through process improvements.
- Migrated ITSM tool to ServiceNow, streamlining incident and knowledge management.
- Implemented a support structure for large retail clients, ensuring scalable and efficient service.

Senior Service Manager

- Managed Oracle Retail support transitions, setting up initial support processes and defining team sizes and scopes.

- Established initial knowledge bases and managed the first six months of support for new accounts.

- Played a key role in establishing centralized support processes for multiple retail clients.



Key Achievements:

- Ensured smooth service transitions for multiple Oracle Retail clients.
- Enhanced support scalability through the implementation of centralized knowledge management.

Service Transition Manager

- Delivery Manager for Oracle Retail support and development for Latin America's largest e-commerce company.

- Supported ORMS and ORFM modules, developing enhancements to meet the growing demand in a dynamic market.

- Contributed to the development of a Shared Services support model to handle multiple retail accounts efficiently.


Key Achievements:

- Successfully developed improvements that absorbed a 40% increase in system usage.
- Streamlined support operations for large retail clients, ensuring continuous service improvement.

Service Manager

Wipro Technologies

Three years of experience in Application Support and Maintenance. Experience with management, support, development, and Maintenance of Oracle Retail. I participated in a project supporting Brazil's most prominent e-commerce retailer.

Oracle Retail Senior Consultant

I Help IT Company Leaders Transform Their LinkedIn Profiles into Client Magnets | 7 x LinkedIn Top Voice

I am an accomplished Senior Service Delivery Manager with a strong track record in IT operations management and vendor management. With years of experience leading large, cross-functional teams in the delivery of high-quality IT services, I specialize in optimizing service operations and enhancing vendor relationships to consistently meet and exceed SLA and KPI targets.

In my career, I’ve successfully overseen global IT operations, managing multi-vendor environments and ensuring seamless integration across multiple platforms such as Oracle, Salesforce, and AWS. My expertise in vendor management has been instrumental in negotiating service contracts, driving performance improvements, and implementing cost-saving initiatives through automation and streamlined processes.

A key focus of my work has been aligning service delivery with customer-centric metrics such as Net Promoter Score (NPS) and Mean Time to Resolution (MTTR), ensuring that both operational efficiency and customer satisfaction are prioritized. I have led the development and implementation of ITIL and ISO 20000 service management practices, driving operational excellence and boosting team productivity.

With extensive experience managing global service operations and large teams across multiple regions, I excel in high-stakes environments that require quick decision-making and a focus on results. My ability to deliver consistent service quality, while maintaining strong vendor partnerships, makes me a valuable asset in any organization looking to optimize its IT service delivery.

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Susan Kovacs

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