Senior UK&I Finance Operations Manager

• Sep 2022 - Present

Internal Trainer and Coach

• Apr 2018 - Present

Next to managerial role, I am active in career and personal development of my colleagues as a mentor, trainer, personal and team coach.

Interim UK&I Finance Operations Manager

• Jul 2022 - Sep 2022

Shadow Coaching and Mentoring in PtP Finance Operations

OtC Manager - Interim

• Mar 2022 - Jul 2022

Operations Manager

• Oct 2017 - Mar 2022

Management and supervision of the Nordics Non-Finance departments - Logistics & Customer Care Center.Responsible for the overall day to day management of the operations. This involves managing the relationship between the CoE Brno and Dixons Carphone Group (Europe), including responsibility for all KPIs & SLAs.Taking an active approach to strengthen the company's current position, support the future development of the Centre of Excellence (CoE) and assist with the planning & implementation of potential new activities. Show less

Customer Operations Team Manager

• Nov 2016 - Sep 2017

- Overall day to day management and supervision of the Customer Support Agreement Team (up to 40 team members)- Overall day to day management and supervision of the Elkjop contact centre Team in Brno (up to 20 team members) - Overall day to day management and supervision of the Web Content Team in Brno (SEO, SEM, Content marketing, up to 15 team members) - Claims processing, agreement maintenance, budget and invoice management, query resolution, reporting to management- Managing the relationship between CoE and Dixons Carphone Group, including KPIs and SLAs maintenance- Support of the developement of the CoE - planning, transfer and implementation of new activities- Analisis of potential operational improvements within the UK, Nordic countries and CoE- Continually review of the structure and roles to deliver business improvements- Change management- Project management- Cooperation with different departments within the CoE, UK and Nordic countries- Risk management- People management - coaching, mentoring- HR activities Show less

Customer Support Agreement Manager

• Jun 2016 - Oct 2016

- Overall day to day management and supervision of the Customer Support Agreement Team (up to 40 team members)- Claims processing, agreement maintenance, reporting to management, invoice processing, query resolution- Managing the relationship between SSC and Dixons Carphone Group, including KPIs and SLAs maintenance- Support of the developement of the SSC - planning, transfer and implementation of new activities- Analisis of potential operational improvements both within the UK and at the SSC- Continually review of the structure and roles to deliver business improvements- Cooperation with different departments within the SSC and UK- Risk management- People management- HR activities Show less

PR + Coordinator for Brno

• Feb 2021 - Present

Mentor, Coach and Soft skills Trainer

• Sep 2009 - Present

My main responsibility is managerial role, but I am active as a trainer, mentor and coach. I have: • 11 years in managerial role • Over 5000 Feedbacs and mentoring sessions • Over 5000 training/coaching hours • Worked with participants from more than 30 countries. • Industry experience in Call centers, Consultancy company, International Corporate, Shared Service Centers, Center of Excellence, Private businesses I like to work with people - as a mentor when sharing on my own experience, as a lecturer and coach in developing human potential and fulfilling hidden wishes. Coaching takes place at a personal or team level. Observing how clients get rid of their fears and achieve excellent results when crossing their comfort zones is the best result of successful collaboration with the client. I also enjoy sharing information and experience through workshops and training, especially in the area of leadership and soft skills. I can provide advice on process improvement, change and crisis management. Show less

Process Supervisor - Risk management

• Sep 2014 - May 2016

- Risk management process coordination (Tax and Legal department) - Process Improvement - Coordination of Risk team - Quality management - Trainings, Mentoring, Workshops - Project management - Reporting - Shift planning - Support Tools set up - Human resources support - Risk management process coordination (Tax and Legal department) - Process Improvement - Coordination of Risk team - Quality management - Trainings, Mentoring, Workshops - Project management - Reporting - Shift planning - Support Tools set up - Human resources support

Customer Care Manager

• Mar 2013 - Sep 2014

- Overall operational and perfomarnce management of the customer care department (12 European countries) - Focus on the new opportunities in accordance with expansion and improvement of customer service - Reporting on daily basis - Creation and implementation of innovations - Optimization of processes - Goal achievement strategy - Active participation in business and marketing activities - Business process improvement - Active cooperation with other departments of the company - Cooperation with external business partners - Quality and soft skills trainigs, mentoring, coaching - Controlling, monitoring of effectivity and SLA - Project management - Back office management - Cooperation with branch offices - HR activities/processes – recruitment for Customer care department (preparation, realisation) - Administration of attendance/Shift planning - Assessment, motivation - Mystery shopping Show less

Customer Service Supervisor

• Jan 2012 - Feb 2013

- Overall organisational performance management (team + team leaders) - Project management – overall preparation of the project, capacity, training materials, cooperation with stakeholders and contracting authority of the project (budget preparation, preparing method of assessment,...) - Optimisation of work - Reporting and controlling - HR activities/processes – HR support in recruitment process for customer service - Administration of attendance/Shift planning - Assessment, motivation - Training activities – quality and soft skills trainings, coaching Show less

Internal Trainer and Coach

• Sep 2011 - Feb 2013

- preparation, realisation and administration of internal trainings and workshops - everyday coaching - preparation, realisation and administration of internal trainings and workshops - everyday coaching

Customer Service Team Leader

• 2007 - 2011

- coordination of team and overall organisational performance management - coaching, mentoring - reporting, controlling - training activities - Human Resources support - coordination of team and overall organisational performance management - coaching, mentoring - reporting, controlling - training activities - Human Resources support