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January 2023Joined
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10+Team size
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22+Languages covered
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< 10 minAverage response time
I joined Maut & Vignette B.V. in January 2023 to lead customer support across all our tolling platforms. Today, I manage a team of more than ten support specialists who assist customers in more than 22 languages.
My main responsibility is simple: making sure drivers who run into problems before or during their journey through Hungary get a clear answer quickly, in a language they understand.
From hospitality and call centres to toll support
Before moving into digital road tolling, I spent seven years working in a busy restaurant, followed by a year in a call center. If you'd asked me three years ago what those two jobs had in common, I probably would have said "very little". Looking back now, I realise they rely on many of the same skills: staying calm under pressure, solving problems quickly, and helping people who may be stressed, confused or simply unsure of what to do next.
That experience translates directly into the work we do today.
When you're travelling to Hungary and have a question about your vignette or purchase, you don't want to wait hours for a vague response. You either want to speak to someone directly or get a clear answer to your support request as quickly as possible.
My job is to make sure our team is there when you need us.
I also step in when a case needs extra attention, whether that means handling escalations, reviewing refund requests, or helping with more complicated compliance questions. And yes, I still pick up the phone myself.
Building a Help Centre that learns from real drivers
Using the experience we've built up around the Hungarian e-vignette, I helped create a new Help Centre designed around the questions drivers actually ask.
I asked our support team to collect the most common questions we receive about Hungarian vignettes, as well as the situations that regularly cause confusion. We used that information to build our comprehensive Help Centre.
And the process doesn't stop there. Every day, my team reviews incoming support tickets and customer feedback. If we notice that a particular rule, step, or part of the purchasing process is causing confusion, we use that feedback to improve the information in our Help Centre.
Under my guidance we have integrated a live chat widget. If you have a question that needs an instant answer, you can now speak directly with one of our support agents.