Operations & Business Analyst

• Jan 2023 - Present

Maintaining and development of reporting and quality tools. Establishment and optimization of day-to-day operations in the company. Licenses and maintenance (Genesys & MS Products - PBI, Power Apps, Dynamics, MS365, ). Development of internal and external reports and dashboards on PowerBI, development of Power Apps. Monitoring and evaluation of existing procedures to make them more efficient. Coordination and development of new processes worldwide - 11 offices. Close cooperation with the Operations Manager. Involvement in innovations implemented in the company. Show less

Assistance Center Supervisor

• Dec 2021 - Jan 2023

Creating and leading a new assistance team (SPA, POR, ITA, FRA) in Prague (30 employees). Making further contact with insurance companies and working on existing relations. Representing company interest abroad - making presentations. Crisis management. Close cooperation with HR in selecting team members. Basics of labor code. Close performance analysis for the newly created team (promotions, contract terminations, making growth plans for promising employees, tailor-made training plans). 24/7 mobile back-up for the team. Participation in company meetings and creation of statistics. Creation and update of internal protocols. Multicultural understanding. Financial analysis and work to increase of efficiency of existing processes. Close cooperation with General Manager —Independent organizational and financial decisions up to 10000 EUR. Show less

Assistance Center Cooridinator Team Leader - Supervisor´s Support

• Mar 2019 - Dec 2021

Supervision of shift performance and quality of the work. Close communication with the biggest insurance companies (ERGO, Allianz, AXA, etc.). Complaint management. Independent financial decisions up to 10000 EUR and decisions about the team. Providing training for the staff and preparing analysis for staff periodical performance evaluations.

Assistance Co-ordinator Senior

• Jul 2018 - Mar 2019

Handling assistance cases – i.e., communication with clients, cooperating companies, and providers. Close contact with medical. Transport, claims, and network teams worldwide. Coordination and full arrangements of transport cases (land/air transport arrangements, hotel arrangements, hospital admissions). Supervision of shift performance. Task distribution for the team. Financial decisions up to 3000 EUR.

Assistance Co-ordinator

• Apr 2018 - Jun 2018

Handling assistance cases – i.e., communication with clients, cooperating companies, and providers. Close contact with medical. Transport, claims, and network teams worldwide. Coordination and full arrangments of transport cases (land/air transport arrangements, hotel arrangements, hospital admissions). Distribution of tasks.

Assistance Operator

• Apr 2017 - Mar 2018

Handling assistance cases – i.e., communication with clients, co-operating companies, and providers. Organizing needed help according to internal rules, policy conditions, and supervisor´s instruction.

Stavební dělník

• Dec 2010 - May 2017

bourácí, zednícké, malířské, dokončovací práce bourácí, zednícké, malířské, dokončovací práce

Pracovník distribučního centra

• Nov 2016 - Feb 2017