Head of Client Service

• Jun 2021 - Present

Incoming line, Telesales (internal & external), Back Office, Training, CEX. Incoming line, Telesales (internal & external), Back Office, Training, CEX.

Telesales Partner Manager

• May 2019 - May 2021

- Management of external call centers in indirect telesales channels ICT (consumer) / IBT (business) / IDT (digital) (covering CVM activities (X-selling & up-selling), acquisition sales, digital sales - web leads processing; both B2C & B2B) - voice/ internet/ TV/ convergent solution sales on phone directly- Managing and developing partners in order to deliver profitability, performance, quality standards and excellent CX - Setting and implementing short-term and long-term sales strategy to deliver sales targets (partners & sales activities mix)- Target setting for partners- Participation on cost management – optimization of commission structure- Pilots & new projects participation (external capacity readiness for X-selling after merge with UPC, lead tool migration, silent leads pilot etc.)Achievements: Management of all partners in indirect telesales channels (12 partners/ 22 locations/ up to 300 FTEs) and achieving improving performance; fee performance YoY +17% (Y1), +45% (Y2); DB target fulfillment FY 20/21 107%; significant increase of internet sales (YoY +107%); significant increase of TV sales (launched 2020); setting and implementing targeting based on fee per contact methodology

Head of Marketing Central Europe

• Jan 2018 - Jan 2019

- Responsibility for the marketing activities for CCS (CZ/SK) & for FLEETCOR CE (CZ/SK/PL/HU)- Building an effective and optimal marketing team structure (incl. product management) (5 FTEs)- Development & implementation of marketing strategy – marketing communication and PR, events, marketing campaigns, web development, product management & development- Marketing projects management, participation in the international projects - Cooperation with strategic partners, agencies and vendors- Close cooperation with Sales team, providing them with tools and materials to meet business objectivesAchievements: Building an effective and optimal marketing team structure, implementation of marketing strategy, participation in the international projects

Telesales Manager Central Europe

• Nov 2016 - Dec 2017

- Responsibility for CE telesales for CCS (CZ/SK) & for FLEETCOR CE (CZ/SK/PL/HU)- Building a new internal international sales teams (for CCS – CZ/SK; for FLEETCOR - CZ/SK/PL/HU) – migration of polish & hungarian sales from Nuernberg, Germany to Prague- Management of telesales channel – internal & external- Project & process management- Sales KPIs definition & sales reporting, presentation of sales performance to the top management- Prospects & Customer database management- Team leaders & specialists team managementAchievements: Significant increase of telesales & digital performance, international internal telesales team building & development, participation in the international projects, launch of telematics solution sale via telesales channel; SalesForce migration & unification

Product and Telesales Manager

• Nov 2014 - Oct 2016

- New card product for Telesales for CZ market design & launch – package of services CCS LIMIT+ in 2 versions, microsite designed for the product- New card product for Telesales for SK market design & launch – package of services CCS LIMIT+, microsite designed for the product- Building a new distribution channel in CCS – Telesales channel – external & internal - Tender for external call centers announcement, evaluation & decision- Management of telesales channel – internal & external- Management of the relationship with external partners & leading and managing the strategic partner development, participation on external people training & development, commission structure set-up- Internal team building, development & management, agents bonus structure set-up- Process & project management- Delivering sales objectives by managing acquisition campaign, ensuring quality standards – delivering sales on phone directly- Presentation of sales performance to the top management- Prospects & Customer database managementAchievements: New product development & launch and building a new distribution channel (external telesales) within 3 months, internal telesales team building & development, product CCS LIMIT+ as No. 1 product in SME sales, significant increase of telesales performance – in 1Q 2016 reached result of 2015

Head of Marketing Central Europe

• Jan 2018 - Jan 2019

- Responsibility for the marketing activities for CCS (CZ/SK) & for FLEETCOR CE (CZ/SK/PL/HU)- Building an effective and optimal marketing team structure (incl. product management) (5 FTEs)- Development & implementation of marketing strategy – marketing communication and PR, events, marketing campaigns, web development, product management & development- Marketing projects management, participation in the international projects - Cooperation with strategic partners, agencies and vendors - Close cooperation with Sales team, providing them with tools and materials to meet business objectivesAchievements: Building an effective and optimal marketing team structure, implementation of marketing strategy, participation in the international projects

Telesales Manager Central Europe

• Nov 2016 - Dec 2017

- Responsibility for CE telesales for CCS (CZ/SK) & for FLEETCOR CE (CZ/SK/PL/HU)- Building a new internal international sales teams (for CCS – CZ/SK; for FLEETCOR - CZ/SK/PL/HU) – migration of polish & hungarian sales from Nuernberg, Germany to Prague- Management of telesales channel – internal & external- Project & process management- Sales KPIs definition & sales reporting, presentation of sales performance to the top management- Prospects & Customer database management- Team leaders & specialists team managementAchievements: Significant increase of telesales & digital performance, international internal telesales team building & development, participation in the international projects, launch of telematics solution sale via telesales channel; SalesForce migration & unification

Head of External Call Centers

• Apr 2013 - Jun 2014

- Management of external call centers channel (covering active telemarketing / outbound & passive lines / inbound activities) & external messenger network- Setting and implementing sales strategy (partners & products mix)- Building a strong relationship with strategic partners & management of the relationship with partners & leading and managing the strategic partners development- Delivering sales objectives by managing CRM campaigns mainly (current accounts PI & MICRO, loans, cards, investments, insurance) & acquisition campaigns (credit cards, loans), ensuring quality standards – delivering sales on phone directly/ arranging appointments with distribution network reps (branches) or with messengers- Presentation of sales performance to the top management- Capacity management based on RB needs, participation on external people training & development- Cost management – continual optimization of commission structure - Specialists team management- Pilots & new projects participation (Siebel releases, ePujcka (Mobilni pujcka), etc.), close cooperation with CRM & Product managers, close cooperation with distribution networkAchievements: Strong relationship with strategic partners, work with capacity based on RB needs (up to 120 agents), gross income increase, Siebel implementation into external CC (to arrange appointments with distribution network reps)

Partner Manager

• May 2011 - Mar 2013

- Management of external call centers & external messenger network- Delivering sales objectives by managing acquisition campaigns (co-branded credit card) mainly & CRM campaigns (current accounts, loans), ensuring quality standards - Capacity management based on RB needs (contracting new external call centers) - Cost management – cost per account (CPA) decrease & optimization of commission structure (implementation of commission structure only)- Pilots & new projects participation (cooperation with Vodafone - Vodafone credit card, pilot with ZUNO, pension reform, Siebel, etc.), close cooperation with Product managersAchievements: Contracting new partners, significant expansion of RB credit card portfolio due to Vodafone credit card sale via external call centers, new commission model implementation & CPA decrease

Portfolio Manager, Portfolio Sales

• Apr 2010 - Apr 2011

- Management of external call centers for all X-sell & up-sell activities- Close cooperation with Portfolio/Campaign managers to design optimal integrated channel mix for each Portfolio program (Insurance, Installments, newly activation/ usage/ retention calls incl. additional sale; implementation of bundled offers model (at least 2 offers per call based on eligibility))- Delivering Portfolio/Campaign Management objectives by managing sales of all Portfolio programs/campaigns, ensuring quality standards - Capacity management based on Citibank needs; developed successful pilot with new external call center for Portfolio sales- Cost management – cost per account (CPA) decrease & optimization of commission structure Achievements: Implementation of bundled offers model, contracting new external CC for Portfolio sales, new commission model implementation & CPA decrease, improvement of portfolio sales profitability, efficiency and productivity

Telesales Channel Manager

• Jul 2008 - Mar 2010

- Management of external call center & external messenger network- Delivering sales objectives by managing sales of all acquisition campaigns delivering proprietary & co-branded credit cards (campaigns with need based selling approach) and X-sell & up-sell campaigns (Insurance, Installments, Loans, activation/ usage calls), ensuring quality standards- Capacity management based on Citibank needs, participation on external staff training- Cost management – cost per account (CPA) decrease & optimization of commission structure Achievements: Implementation of need based selling approach, implementation of new activation & usage calls strategy (with new offers) via external call centers

Sales Support Specialist

• Mar 2008 - Jun 2008

- Providing support to Sales department, channel managers and collaborating sales agencies (DSA) to be compliant with the audit and control policies- Creating DSA policy to be compliant with the audit and control policies, regular update of DSA Policy- Preparation of sales support tools in cooperation with marketing dept - Collaborating with departmental head and channel managers on results evaluation, providing ad-hoc analysis - Processing invoicesAchievement: Creating DSA policy compliant with the audit and control policies

CitiBusiness Customer Service Representative

• Mar 2006 - Feb 2008

- Handling of all types of customer´s complaints/ requests/ investigations focused on payment investigations (local and foreign payments, dealing), loan investigations and bank references preparation

Assistant To The Executive Director of Project Development Division

• Dec 2004 - Feb 2006