• Streamlined Workplace Experience operations: Provided strategic and operational support Workplace Experience Leadership Team, facilitating seamless project execution, and enhancing team collaboration. Led establishment of a centralized repository for easy access to critical information• Delivered Successful Projects: Managed content creation for Customer Zero Program, ensuring timely completion through stakeholder engagement and workflow optimization. Optimized new hire onboarding process by collaborating with various teams to address logistical challenges.• Executed Impactful Events: Organized and executed successful in-person CIO events in Bratislava, including managing logistics, finances, and comprehensive event documentation. Facilitated team-building activities to enhance team spirit and morale.• Orchestrated memorable Christmas event for over 200 employees, exceeding expectations through strategic planning and collaboration..

Responsibilities: I was responsible for providing the technical support to Kyndryl Employees by researching, addressing queries, troubleshooting problems, guiding them through the corrective steps with a strong focus on delivering exceptional customer service and meeting employee's needs.• Managed incidents and service request related to IT problems, adhering to strict SLAs for products, services and in-house tools, platforms, and devices; utilized the Service Now platform to follow up on open tickets until a solution was provided to the employee.• Delivered high- quality technical support to ensure complete issue resolution, staying up to date with system information, changes and updates following standard help desk procedures. • Offered daily IT remote support, analysing issues to determine the best solution; successfully resolved computer installations, configurations, upgrades and accurately recorded all customer communications using the appropriate Service Desk software to facilitate smooth operations for employees. • Collaborated closely with SME (Subject Matter Expert) to address complex problems requiring escalation; ensured diligent follow-up to achieve swift resolution and enhance employee satisfaction. • Received, prioritised, documented, and actively resolved requests in a timely manner consistently exceeding employee satisfaction.• Facilitating the job shadowing sessions for newly onboarded agents, offering guidance and promptly addressing any questions to ensure a smooth integration into the company.Achievements:• Initiated proactive engagement with new hires at Workstation Support Program to ensure a seamless onboarding experience, resulting in a notable reduction in calls to the Service Desk • Contributed to the success of Beekeeper Project, ensuring compliance with Cybersecurity and Data Privacy Standard for employee devices, proactively addressed and remediated compliance issues.

Responsibilities: I was responsible for all aspects of the project from the business analysis to plan management, risk management, stakeholder engagement• Understanding the business objectives of the car rental operating platform and gathering stakeholder requirements through active listening and questioning techniques using BOSCARD. • Investigating the situation in uncovering any issues or problems by using process mapping, qualitative analysis.• Analysing the stakeholder’s views and perspectives by using CATWOE technique.• Prioritising the stakeholder’s needs and requirements by eliciting the required information to develop an operating platform.• Identifying the stakeholder wants of the future need from big picture to detail level by using process mapping, gap analysis.• Defining the requirements gathered and documented all requirements using BPMN and use case diagram for all functional and non-functional requirements.• I also prepared the benefit matrix to help in tracking the future benefit realisation of the project.Achievements:• Creating a car rental operating platform which lets the user conveniently reserve a vehicle in the comfort of their home by using a mobile phone, tablet, pc and saving the user’s time.• Automating many processes to improve quality of service to the users for a quick and seamless experience in reserving the cars at their fingertips.

ensuring that internal and external stakeholders comply with safety, security and regulatory requirements, collaborating with flight crew, cabin crew,government officials, providing personal assistance to VIPs, ambassadors, passengers who requires special handling-wheelchair passengers, unaccompanied minor, deportees, frequent flyers, inadmissible, – identifying and being proactive in meeting their needs – mapping the customers according to power-interest grid table – gaining certain benefits and privileges, effective team management in economy and business class for the outcome to be met and applying the right techniques, depending on the customer s profile of the flight, ensuring the tasks are prioritized and evenly distributed to permit the timely completion of all flight duties and to avoid overloading the team, investigating the situation by using observation techniques, 1to1 interview, assuming responsibilities for the work ensuring it is completed in a timely manner, getting to the root cause of the problem by gathering the customer requirements,managing the duty-free service, promoting products to reach monthly sales targets, keep the Purser aware of any problems, issues, that needs to be dealt with, operate in the capacity of the Purser, should the operating Purser be unable to continue

ensure all onboard safety and security checks are completed and passed to seniors, performing economy and business class duties, consistently complying with Gulf Air policies and standard operating procedures, working under the pressure due to time constraints, understanding the customer needs, engaging with them, solving problems, enhancing opportunities transferring it into solution to make the service user satisfied,

Overseeing the daily operations in efficient running of a restaurant, leading a team of 9 people.• Directing general restaurant operations, negotiating the best deals with external suppliers for food and beverage, receiving and checking quality of food from suppliers, performing administration duties, designing a work schedule for the team.• Training service staff to enhance customer service and increase profits through suggestive selling, organizing wine seminars for staff to strengthen knowledge of offerings and increase the wine sales, monitor for consistent food quality and presentation, complete restaurant opening and closing procedures and managing deposits, cashing up and accurately reconciling the money in the till at the end of every shift.• Organising workshops with a focus group to get a customer input on which option from the food and beverage best meet the user’ s expectation by eliciting the information and analysing and evaluating the recommended solution to increase sales and customer service levels, developing the understanding of customer needs through discussion and interviews.