Experience

OMNETIC

• Netherlands
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Implementation Manager

  • Nov 2020 - Present

  Responsible for migrating customers of on-premise automotive-focused DMS to a new, cloud-based SaaS product • coordinating legal documents preparation • selection and implementation of a contract signing system • customer knowledge portal creation • customer support tool designing • internal processes improvement • active cooperation with development teams - bug fixing, designing new features • active communication with customers on daily basis Responsible for migrating customers of on-premise automotive-focused DMS to a new, cloud-based SaaS product • coordinating legal documents preparation • selection and implementation of a contract signing system • customer knowledge portal creation • customer support tool designing • internal processes improvement • active cooperation with development teams - bug fixing, designing new features • active communication with customers on daily basis



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Online Care Specialist

  • Mar 2015 - Mar 2020

  Day to day maintenance of My Vodafone Web Self Care (www.vodafone.cz/muj) in agile way: • business support • incident management • new features implementation • testing • application monitoring from business view • organization and coordination of development team • product knowledge assurance across multiple teams • releases coordination Other products support - Care centre, CMS administration, Web Walker - automated tests Day to day maintenance of My Vodafone Web Self Care (www.vodafone.cz/muj) in agile way: • business support • incident management • new features implementation • testing • application monitoring from business view • organization and coordination of development team • product knowledge assurance across multiple teams • releases coordination Other products support - Care centre, CMS administration, Web Walker - automated tests

• Self Care Specialist

  • Oct 2006 - Jun 2009

  Voice Self Care maintenance and improvements: • business requirements preparation and IVR structure definition • copywriting • project management • third party coordination • support to other customer care teams Voice Self Care maintenance and improvements: • business requirements preparation and IVR structure definition • copywriting • project management • third party coordination • support to other customer care teams



Oskar - Český Mobil a.s.

• Customer Care Project Leader

  • Jan 2004 - Oct 2005

  Project coordination (project plan creation, budget, risk monitoring, presentations, training for CC representatives)

• Customer Care Representative

  • Oct 2000 - Jan 2004

  Customers support, inbound and outbound calls, active telemarketing, telesales, administrator - account management, claims