Erika Nemcokova Akpan Email & Phone Number

District Brno-City, Czech Republic

Execution of vendor contracts, performance management metrics, and financial management disciplines, align and provide support for related vendor management programs, drive continuous improvement and innovation from strategic vendors, work with vendors on day-to-day operations to meet operational goals and hold vendors accountable for commitments and deliverables, ensure effective partnership with strategic vendors, providing outstanding services and support, ensure vendors are compliant with regulatory requirements and have in place sound business practices, develop vendor management key metrics, monitor performance and publish dashboard, develop and maintain vendor management related policies and procedures using best practices, identify and mitigate risk

District Brno-City, Czech Republic

Drive the improvement of qualitative customer experience measurement across the CS CX department, company´s Trust pilot improvement from 7.5 to 9.1, deliver organizational goals and drive CX awareness and improvements across the company, inject customer experience focus across quality and complaint department, customer turnaround rate improved from 5% to 25% YoY, suggest and drive process improvement with VoC in mind, establishment of supporting CX tools and processes to increase efficiencies

Brno

Deliver organizational goals and objectives through leadership of the operations team of 150+ FTE and improvement of processes and performance within the department, establish high-performing teams through employee development and mentorship, ensure organizational scalability and operational excellence through set up and delivery on KPIs, drive service levels, efficiency, quality, and team productivity, effective management of process and systems changes, and delivery of business reviews

District Brno-City, Czech Republic

Core and business product support globally through technical specialist team, implementation and leading of standalone Czech market support teams along, responsible for service quality delivery across internal teams and vendors, enhancing delivery model to ensure effectiveness and efficiency of the support, delivering input for product strategy creation and actively cooperating with product managers globally to ensure customer satisfaction, driving organizational goals through delivering KPIs and creating/re-modelling processesInterim project assignment (Ottawa, Canada) - May15 - December15Understanding Network Operation Centre (NOC) delivery model, creating processes to establish effectiveness (NOC policy revamp, on/off boarding, complaint handling), establishing of reporting platform through implementation of CRM changes, moving paper flow processes into electronic form, creating business strategy with engagement of sales department to establish business profitability, saving relationships with Managed service providers (MSP) through onsite visits, regular engagement and action plan delivery, complaint and attrition reduction, vendor management, NOC transition – vendor to vendor without impacting operation

District Brno-City, Czech Republic

o Client relationship managemento Invoicing and budget monitoringo Provide accountability and leadership for the client engagement o Management of 300+ FTEo Responsible for fulfillment of all call centre KPI’s across the team o Deliver quality and efficiency targetso Manage HR issues promptly in line with policies and procedures o Conduct regular reviews with junior management and drives corrective action where requiredo Responsible for building effective knowledge repository for the engagement. o Engage with the key client stakeholders on areas of improvement o Manage attrition and profitability within teams

Brno, Czech Republic

o Deliver the team targetso Deliver the required volume of effective coachingo Deliver client service level agreements and KPIso Manage and motivate the quality performance of a team of up to 15 Advisorso Ensure Advisors are delivering individual sales targetso Maximise productivityo Report and distribute management information highlighting areas for improvement and those of concernand opportunityo Recommend and implement operational process and platforms improvemento Appraise and develop staffo Work towards and implement best practice

Belfast, United Kingdom

o Motivate and lead the team by inspiring and encouraging them to meet team objectiveso Embed partnership between the gem and the cliento Work with the Quality team to ensure continuous quality assurance reviews of customer contacts by team members, acting on relevant quality reportso Identify and implement business improvement opportunitieso Ensure team are compliant with all required legislations and consumer laws in the market they are servicingo Coach team members and provide feedback to help them improve their performanceo Identify individual strengths of team members and actively foster career advancement within the teamo Effectively manage escalations of complex problemso Communicate expectations of team goals to team memberso Manage special projects that relate to Operationso Works closely with business support functions to achieve overall business objectives.o Ensure effective communication through appropriate channels.o Ensuring the team are meeting the required Service Level Agreements by managing contact channel queueso Effectively manage the adherence and productivity of team memberso Agree personal goals and monitors own achievement.o Generate and rolls out new and creative ideas to improve customer experience.o Adheres to the gem's values and works towards key strategic goalso Manage absence and attrition issues through strict adherence to company protocolso Develops people through setting objectives, personal development plans, holding regular 121′s and performance reviewso Provide a high and consistent quality of customer engagement supporting customers through an effective branded service delivery by ensuring agreed processes are managed effectively

Bsc, Business Studies

A-Level, International Business