Experience

ČSOB Leasing

• Czechia
• Financial Services
• 300 - 400 Employee

• Customer Service Manager

  • Aug 2022 - Present



Slovak Telekom

• Slovakia
• Telecommunications
• 700 & Above Employee

• VSE Telesales Senior Manager

  • Sep 2013 - Sep 2021

  Operational and strategic management of a B2B Call Centre with 70 agents in 6 functional teams serving to 125K small enterprises. • Agent profile and scope transformation to both inbound and outbound to increase department efficiency und customer experience• New acquisition increase from 260K € to 420 K € monthly in the first per year and its subsequent sustainment • Sales Strategy enhancement with Customer Lifecycle value increase of 1.8M € yearly• Customer Service Level increase to 90 % and Net Promote Score increase to 30 %• Team performance improvement: analysis, correction tools, implementation, processes, and trainings• Set-up of cooperation with external call centre: customer base definition, trainings, change management, reporting, contractual agreements, technical set-up, operating set-up for 30 agents, and subsequent performance target achievement• Internal reorganisation support: management and process renewal in a back-office team with a result of internal client satisfaction increase and SLA to90 % Show less

• Sales Channel Transformation Specialist

  • Aug 2012 - Aug 2013

  Frontline sales channel optimisation and transformation, most of which are still valid. • Performance increase: processes, routines, sales script change, monitoring tools• KPI’s and reward scheme implementation

• Area Sales Manager

  • May 2006 - Jul 2012

  Management of 12 Telekom Centres in the region of Western Slovakia. • Sales target delivery and sales strategy building• Recruiting, Coaching, Reward strategy• Marketing management, Product trainings



GO! Express & Logistics CZ

• Czechia
• Freight and Package Transportation
• 1 - 100 Employee

• Sales Manager

  • Sep 2005 - Apr 2006

  Opening and managing a new branch. • Business opportunities identification, customer acquisition and service, operational management • Team management of 7 agents Opening and managing a new branch. • Business opportunities identification, customer acquisition and service, operational management • Team management of 7 agents



Slovak Telekom

• Slovakia
• Telecommunications
• 700 & Above Employee

• Business Specialist

  • Dec 2003 - Jul 2005

  Sales Agent in a subsidiary. • Target achievement, Business meeting organisation Sales Agent in a subsidiary. • Target achievement, Business meeting organisation



D.C.P. a.s.

• Trnava Region, Slovakia

• Area Manager

  • Mar 2002 - Nov 2003



Podravka

• Croatia
• Food and Beverage Services
• 500 - 600 Employee

• Sales Representative

  • Jun 1999 - Feb 2002



Fortis Healthcare

• India
• Hospitals and Health Care
• 700 & Above Employee

• Sales Specialist

  • Apr 1996 - May 1999