Experience

LutherOne

• Czechia
• Technology, Information and Internet
• 1 - 100 Employee

• Team Leader of Customer Success Management team

  • Mar 2022 - Present

• Customer Success Manager

  • Jan 2020 - Jan 2023



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Project Lead, COPS development

  • Jul 2018 - Dec 2019

  Responsibility for project & activities related to frontline agent´s development and education.Agile methology experienced (Product owner of agile squad).

• Senior specialist Voice of Customer, Customer Experience team

  • Nov 2014 - Jun 2018

  Internal innovation programm managing to deliver better customer´s experience. Focus on process changes solving and ensuring innovations to be implemented & communicated to stakeholders.Řešení procesních změn a zajištění implementace inovací.

• KPI Leader

  • Mar 2013 - Oct 2014

  Responsibility for KPI managing, results analysis. Supporting proactive & data specialized teams to meet the targets.

• Team Leader Customer Service

  • 2007 - 2010

  Leading and coaching frontline customer care team. Responsibility for delivering team results. Gaining experiences in facilitation internal conferences, leading workshops and training newcomers.

• Customer Care Technical Support & Complaint Team Specialist

  • 2005 - 2007

  Backline support focused on solving customer´s technical problems & written communication.

• Customer Service Representative

  • 2003 - 2005

  Handling consumer & business customer´s calls and requests especially through phone.