Experience

NESEHNUTÍ - NEzávislé Sociálně Ekologické HNUTÍ

• Czechia
• Civic and Social Organizations
• 1 - 100 Employee

• Individual Fundraising Coordinator

  • Sep 2020 - Present

  - developing strategies to gain more supporters for organization- individual donors care- coordinating telefundraising team



Home Credit, Czech Republic and Slovakia

• Czechia
• Financial Services
• 200 - 300 Employee

• Customer Experience Specialist

  • Nov 2017 - Aug 2020

  - analysing products/processes and looking for painpoints affecting customer experience- managing projects to improve customer experience- promoting customer-centric culture to all employees- cooperating with Product and Marketing department with design of new products/processes



Raiffeisenbank Česká republika

• Czechia
• Banking
• 700 & Above Employee

• Customer Service Unit Team Leader

  • Mar 2016 - May 2017

  - leading team of 17 - 20 Customer service representatives- handling both customer requests and complaints- handling regulatory complaints- maintaining high service quality and effectivity of the team- improving current processes in field of work effectivity and customer experience- preparing new processes to increase customer satisfaction- supporting migration of clients during merge of Citibank and Raiffeisenbank retail business- succesful training of back-office teams to handle requests and complaints connected with products migrated from Citi



Citi

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Unit Team Leader

  • Mar 2015 - Feb 2016

  - leading team of 17 Customer service representatives- handling both customer requests and complaints- handling regulatory complaints- maintaining high service quality and effectivity of the team- improving current processes in field of work effectivity and customer experience- preparing new processes to increase customer satisfaction- significant improvement in team back-up system, leading to decrease in overtimes (overtimes decreased during 6 months from 300 hours to less than 50 hours)

• Customer Service Representative

  • Mar 2014 - Feb 2015

  - handling of complaints connected with insurance products and e-communication- tracking trends in insurance complaints and suggesting changes in processes to reduce number of complaints- direct communication with clients in czech and english

• Soft collector

  • May 2009 - Feb 2014

  - debt-collecting on phone (outbound/inbound)- direct communication with delinquent clients both in czech and english- participation in Drive the Change program - internal workshop promoting changes leading to better customer experience



GROUP 4 SECURITAS

• United States
• 1 - 100 Employee

• Security Officer

  • Sep 2007 - Feb 2009

  - maintaining facility security and acting as security chief deputy- planning shifts- handling visitors in restricted access regime, communication in czech and english language



Ratolest Brno

• Czechia
• Civic and Social Organizations
• 1 - 100 Employee

• Social Worker

  • May 2006 - Jun 2007

  - working with socially disadvantaged youth at low-threshold club Likusák- administration of PC room