Key Skills:Coaching & Mentoring: Specializing in working with small, women-led organizations, NGO, entrepreneurs, and schools. Expertise in leadership development and organizational transformation.Consulting and Facilitation: Guiding organizations through strategic changes and program development, with a focus on customer experience.Education and Training: Experienced in implementing competence evaluations in the education sector, creating mid-management structures, and integrating 21st-century skills into the National Qualifications Framework.Leadership in Customer Experience: Understanding of customer centricity, demonstrated through involvement in customer experience strategy and as a judge in the Customer Centricity Awards.Government Collaboration and Subsidies: Knowledgeable in navigating government sectors, including securing subsidies and financing options.Lecturing: Delivering lectures on emotional intelligence (EQ), social intelligence (SQ), adaptability quotient (AQ), burnout prevention, in MBA program: mediation, and future trends in education.Achievements:Extensive Experience: Over 500 hours of experience across various levels of the education system, including special schools and children's homes.Leadership in Entrepreneurship: Leading a mastermind group for female entrepreneurs, with plans to expand to a group of school headmasters.Supervisor Training: Currently undertaking a course to become a supervisor, aiming to integrate supervision into schools and career guidance.Program Development: Developed impactful programs like the "Není zvěř jako zvěř" campaign for national parks and the UpSkilling project for the Pardubice region, focusing on lifelong learning and skill development.International Recognition: Played a pivotal role in including the Czech Republic in the World Economic Forum's Future of Jobs Report 2023.Academic Contribution: Lecturer in MBA programs, covering subjects like Mediation and Future Trends in Education.

Key Activities:Career Counseling and Entrepreneurship Leadership: Spearheaded career counseling and entrepreneurship initiatives for Prague within the iKAP II project, guiding the strategic direction and implementation of these programs.Platform Development: Developed a platform for career advisors, increasingly utilized by school career practitioners (KP) in Prague, enhancing the accessibility and effectiveness of career counseling resources.Vision and Collaboration: Convened meetings to define the vision for career counseling and entrepreneurship, resulting in the formation of a working group with notable entities such as the National Pedagogical Institute (NPI), the educational advisor to the president, Euroguidance, and regions including JM, Pl, Zl, MS.Representation and Interregional Cooperation: Recognized as the Prague representative for both career counseling and entrepreneurship, participating in interregional cooperation meetings to foster collaboration and share best practices.Integration of Career Counseling and Entrepreneurship: Worked on the integration of career counseling and entrepreneurship, including a presentation on competencies for 21. century and Future of jobs.Networking and Outreach: Established over 500 contacts within schools, significantly expanding the network and reach of the career counseling and entrepreneurship programs.Leading team of 6 people and 100+ lectures.Achievements:Exceeded Project Goals: Surpassed the objectives set for the project in several key areas through business and proposition development, demonstrating exceptional performance and impact: Pedagogues: Achieved 161.3% of the goal Students: Achieved 342.5% of the goal Schools (Career Counseling): Achieved 280.0% of the goal Entrepreneurship (Pedagogues): Achieved 385.7% of the goal Schools (Entrepreneurship): Achieved 310.0% of the goal

As the RIS3 Manager, I spearheaded the Smart Accelerator II project, which aimed at propelling the growth of innovation across the Pardubice county. This initiative was a pivotal part of the national strategy for future-oriented development. My role encompassed a broad range of responsibilities, from strategic planning to hands-on project management, all aimed at nurturing an innovative ecosystem within the region.Key Responsibilities:Project Leadership and Budget Management: Oversaw the Smart Accelerator II project with a budget of 30+ million, ensuring efficient use of resources to achieve project goals.Team Leadership: Directed a team of 16 professionals, fostering a collaborative and innovative work environment.Strategic Planning: Developed and implemented a comprehensive strategy and set of activities to kick-start the innovation environment in the region.Industry Platform Leadership: Managed platforms for key sectors, facilitating collaboration and innovation among industry stakeholders.Pilot Project Development: Initiated and led pilot projects to test and refine innovative approaches in the regional context.Stakeholder Engagement and Presentation: Presented to stakeholders and at conferences to share insights, progress, and outcomes of the innovation projects.Business Development: Developed www.paradnikraj.cz and www.paradnibudoucnost.cz to enhance online presence and information dissemination about the region's innovation efforts.Networking and Collaboration: Fostered connections among representatives from all spheres with shared stakeholders, leading to more efficient and cost-effective activity management in the region.Achievements:Addressing Previous Shortcomings: Successfully identified and rectified deficiencies from prior projects, laying a solid foundation for continuous improvement.Establishing the RIS3 Manager Role: Pioneered and defined the role in the region, setting standards for strategic management and innovation leadership.

Responsibilities & Key skills:Recruited for the Sales team then appointed to the position to create a new business function, CX. Creating the business strategy and defining the vision and goals of CX.Recruitment of the team, training and development creation and delivery. Team management.Defining KPIs, marketing and employee engagement plans and their execution.Analysis of the customers’ feedback and providing recommendations to the business in the role of internal consultant.Internal stakeholder management to the board level and HQ. Collaboration and best practice sharing with other countries.Creating CX brand and education of employees of this work.Product management of the Employee suggestion programme.Creation and coordination of communication campaigns with the clients.Achievements:Expanding the customer feedback programme and the introduction of NPS.Reshaping and deploying the employee suggestion system.Creating employee engagement proposition In client’s shoes.

Lead on projects to bring new businesses.Price evaluation and building of the new projects.Responsibility for defining and agreeing the scope and scale of the work.Managed internal and external stakeholders.Creating and leading project teams in accordance with Prince2. Introduction of Agile ways of working.Setting up KPIs and reporting with the customers.Managing 3rd party repair centres – selection and evaluation, contract and KPIs definition.

Responsibilities & Key Skills Appointed to the team to define the 3 year strategy and plan beyond the launch of the partnership to keep children safe online. Established the team structure and defined the individual roles and responsibilities.Identifying new opportunities and developing them for the launch.Defined processes and the working structure to reflect the agile ways of working for the internal stakeholders, as well as our partners. Designed programme budgets and justifications for the Senior Leadership Team.Established connections and links with other business propositions and business activities for the best resource utilisation and product development to the satisfaction of our partner.Navigated individual work stream leads and their virtual teams in a successful delivery of their products.Achievements: Definition of KPIs and team objectives to create focus and structure for the team to support 7million families in the UK with children aged 8-13.Turned an idea into a commercial proposition for internal customers.Managed cross-functional project teams of over 50 people.

Responsibilities & Key Skills Long and short term planning across the team. Collaborated with other planning functions across the UK business to ensure strategic alignment of key propositions to drive faultless execution.Created roadmaps, reflecting the proposition’s development and the project activities.Acted as a business manager to the head of the Customer Innovation. Mentoring to Wayra startups.Supported the manager in the recruitment of the team members, created the team and had the responsibility for managing the key day-to-day operational functions of the team.Coordinated an IT transformation project, running workshops, engagement with stakeholders across the business and organising the different activities within to prepare for RFP. Achievements Implemented the Customer Centred Design process to the business as part of the wide CX initiative – driving the business focus on delivering all products and services with customers in their core.Providing cohesion in the new team; guiding them operationally and driving team excellence. Sole owner of the team’s multimillion-pound budget and finance management, including overheads.

Responsibilities & Key Skills Held responsibility for the finance and procurement management on the team’s behalf, managing a multi-million budget. Logistic management of 7 countries for different events and projects, driving operational excellence. KPI management, communication and performance analysis.Project & Change Management on several internal and external initiatives – identifying new opportunities followed by their execution. Work on employee experience initiatives. Achievements Proposed a new procurement process, which has now been applied across Telefonica supporting Start-Ups and charities.Demonstrated self-starter qualities through creating a Reverse Mentoring concept, which has been taken on by the Cultural change team and executed across the European businesses.Prepared a competitor analysis for the Europe Group CFO resulting in strengthening the position of our CSR programme, directly impacting 1 million of young people in 6 Telefonica’s businesses.Internal Programme lead for the One Young World event, taking the existing initiative to the next level, creating, developing and deploying a Global strategy across all of the operational businesses, including its funding.

Responsibilities & Key Skills Managed Telefonica’s multimillion accessories portfolio product life-cycle management, including product selection. Managed stock availability and orders, slow moving stock management.Partnership and supplier Management of 20:20, Kondor, Toshiba, SanDisk and Apple.Built relationships and worked with the channel managers, retail managers and the commercial teams to select the best products for our customers.Prepared inventory reports for the Marketing and Finance teams and provided report analysis of the product sale and stock inventory.Achievements Delivery of a naming convention project for accessory products to improve the existing reporting process and stock management.

Managed system upgrades’ projects, which included finding finance, organising support, collaborating with other specialists and testing the product and its implementation.Provided application training to the internal, external users and suppliers via face-to-face training sessions and Live meetings.Internal and external stakeholder management through weekly calls, monthly service reviews meetings, project review boards, change adviser boards and post incident reviews.Lead on a service improvement project for the core Police liaison system.Identified a process management flaw and created, developed and implemented a new process, which resulted in a 45% drop in cases, raised this to the application support team, saved an equivalent to 1 FTE.

Problem solving of Internet connection issuesDeveloping and maintaining a report for the department, which tracked agent’s behavior and highlighted performance improvement areas

A representative in the call center for Vodafone's business customers.