Experience

SWAN, a.s. (4ka)

• Slovakia
• Telecommunications
• 1 - 100 Employee

• Customer Service Director

  • Jul 2020 - Present



SWAN, a.s.

• Slovakia
• Telecommunications
• 100 - 200 Employee

• Customer Service Director

  • May 2018 - Present



BENESTRA, s. r. o.

• Slovakia
• Telecommunications
• 1 - 100 Employee

• Customer Service Director

  • Dec 2014 - Jan 2019



GTS Slovakia, s. r. o.

• Bratislava, Slovak Republic

• Customer Service Director

  • Sep 2013 - Dec 2014

  Responsible for Customer Service in GTS Slovakia. Providing support for B2B and B2C Call Center, national Network Operation Center and Backoffice department. Optimizing resources, managing tools and technologies needed to interface with customers. Developing strategies to ensure the customers experience in contacting CS is consistent with overal company strategy. Responsible for Customer Service in GTS Slovakia. Providing support for B2B and B2C Call Center, national Network Operation Center and Backoffice department. Optimizing resources, managing tools and technologies needed to interface with customers. Developing strategies to ensure the customers experience in contacting CS is consistent with overal company strategy.



Telekom Business Europe

• Germany
• Telecommunications
• 1 - 100 Employee

• Customer Service Manager

  • 2003 - 2013

  Responsible for B2B, B2C Call Center and Retention Team in GTS Slovakia. Developing CC in terms of creating plan that would define visions, goals and metrics to deliver exceptional service to customers. Monitoring incoming and outgoing transaction volumes nad making adjustments to staffing & scheduling to ensure phone, email and data entry coverage. Establishment of a Retention team in CS unit with techniques to control customer churn. Responsible for B2B, B2C Call Center and Retention Team in GTS Slovakia. Developing CC in terms of creating plan that would define visions, goals and metrics to deliver exceptional service to customers. Monitoring incoming and outgoing transaction volumes nad making adjustments to staffing & scheduling to ensure phone, email and data entry coverage. Establishment of a Retention team in CS unit with techniques to control customer churn.



Nextra, s.r.o.

• Hotline Technical Support

  • 2001 - 2003

  Ensuring second level support for external customers via phone/e-mail/chat channels and technical support for internal customers (first line Call Center agents). Teamlead for centralized Czech Call Center team based in SK. Preparation, initialization and launch of Czech Call Centre operations in SK. Responsible for coaching and training Call center staff – call quality assurance.

• Hotline Operator

  • 2000 - 2001

  First level technical support for customers and partners via phone/e-mail/chat channels, acting as first point of contact for customers. Responsible for providing future and existing customers with information about products and services. Coordination or resolving of administrative, billing and technical issues claimed by customers.