Jan V. 41 let , životopis 1429326

Pedagogická fakulta JU České Budějovice

Ruský a německý jazyk pro hospodářskou sféru

září 2005 – září 2009Bakalářské

První soukromé jazykové gymnázium Hradec Králové, spol. s r.o.

všeobecný

září 2000 – červen 2004SŠ s maturitou

Ko*******cta

Operations Manager

červen 2023 – dosud 1 rok a 10 měsíců

• Managed 27 agents, 3 Team leaders, Quality Specialist, and Training Specialist for the Austrian market, driving Team Leaders' performance and implementing operational solutions. • Revamped KPI system and performance development program for Level 1 and Level 2 agents, leading to improved efficiency. • Oversaw Quality and Training departments, adjusting operations to meet clients' needs and utilizing English and German daily

Ki*********com

Customer Support Team Manager

únor 2018 – květen 2023 5 let a 4 měsíce

• Led a team supporting B2C DACH region, ensuring key performance indicators were met • Participated in recruiting processes, leading German-language screening for Kiwi.com vendor • Handled escalated cases to customers' satisfaction, contributing to service level agreement achievement • Coordinated go-live process of German customer support team, collaborating with other departments for issue resolution

Ki*********com

Customer Support Specialist

leden 2017 – leden 2018 1 rok a 1 měsíc

• Provided B2C customer support for DACH region, ensuring high customer satisfaction. • Collaborated with airlines and internal departments to resolve customer issues promptly. • Assisted team managers with daily tasks and effectively filled in during line manager's absence.

Ze*****ies

Customer Service Representative

říjen 2015 – prosinec 2016 1 rok a 3 měsíce

• Communicated with B2B customers in German and English for barcode scanner repairs in DACH region, Scandinavia, and Eastern/Central Europe • Managed documentation and requests for repairs, ensuring timely and accurate resolution • Coordinated device upgrades with distributors on a daily basis to enhance customer satisfaction and device performance.

Co*******.o.

Indirect Sales Consultant

květen 2015 – září 2015 5 měsíců

• Negotiated contract renewals and acquired new customers for an international telecommunication corporation • Collaborated with B2B businesses in the telecommunication sector to drive sales and meet revenue targets

Pa*****.s.

Financal consultant

prosinec 2014 – duben 2015 5 měsíců

• Conducted financial analysis for clients, optimizing portfolio performance and presenting new products to drive growth • Administered clients' portfolios with precision and attention to detail, ensuring financial goals were met • Participated in educational projects to empower the public and future advisors with financial knowledge

Mo*********nc.

Senior Premium Service Representative

listopad 2012 – prosinec 2014 2 roky a 2 měsíce

• Communicated daily with B2B customers in the DACH region, managing portfolios for international corporations • Administered monthly and quarterly reporting for customer portfolios • Developed strong skills in customer service, communication, and data analysis

Lu*********uch

Customer Service Representative

listopad 2011 – říjen 2012 1 rok

• Supported customers from DACH area, handling bookings upgrade, flight changes, and cancellations in English and German. • Ensured seamless customer experience and satisfaction through efficient problem-solving and communication. • Successfully resolved customer issues, leading to increased customer satisfaction and positive feedback

Běžná práce na počítači

Textový editor (MS Word)Pokročilý

Tabulkový kalkulátor (MS Excel)Pokročilý

Prezentační program (MS PowerPoint)Pokročilý

Internetový prohlížeč a e-mailZkušený

MS OutlookPokročilý

Mé silné stránky

Flexibilita

Ochota učit se

Pracovitost

Zvládání stresu, práce pod tlakem

Mohu nabídnout

Logické myšlení

Schopnost práce v kolektivu a týmové práce

Srozumitelná a efektivní komunikace

Manažerské dovednosti

Budování a vedení týmu (leadership)

Prince 2 Certificate

2019