Jan Jeřábek Email & Phone Number

Bukurešť, Rumunsko

Leading a team of 50+ professionals dedicated to delivering exceptional Customer Service to DHL Express customers.As a Senior Management Team member, I contribute to the company's success through strategic leadership and a focus on excellence.- Increased productivity by 31% from 2022 to 2024.- Boosted upselling by 18% from 2022 to 2024.- Achieved a 75% improvement in Suspect to Prospect conversion, enhancing lead quality (2024 vs 2023).- Maintained Customer Service costs as a percentage of revenue steady over three years (2022-2024).- Reduced turnover by 26% from 2022 to 2024.- Implemented several digitalization and automation solutions to enhance productivity and focus on value-adding activities.- Achieved significant improvements in the Employee Opinion Survey (EOS, 2022-2023): * Increased Employee Engagement by 19% to 83%. * Improved Leadership scores by 16% to 95%. * Enhanced Team Cooperation by 8% to 91%.- Established efficient synergies within Customer Service teams.Committed to people development, revenue-generating activities, continuous improvement, productivity, and digitalization.

Bukurešť, Rumunsko

Driving Continuous Improvement mindset throughout the organisation.- Achieved a 600% increase in Continuous Improvement activities between 2022 and 2024.- Boosted the ICCC index from 78% in Q1 2023 to 82% in Q2 2024.- Successfully implemented the ICCC+ feedback survey management tool.- Led the entire Romanian management team to attain Master Bronze certification in Continuous Improvement tools.

Certified International Specialist (CIS) is a global training platform integral to the culture of DHL Express. CIS empowers DHL employees to maintain consistency and operational efficiency.- Delivered multiple CIM training workshops across Europe in 2023 and 2024, focusing on leadership development, feedback delivery, and coaching skills.- Conducted dozens of training sessions as part of the global CIS program, catering to groups ranging from 6 to 80 participants.- Achieved Master Facilitator level, authorizing me to conduct Train-the-Facilitator sessions and mentor new facilitators.- Successfully led several Train-the-Facilitator sessions, contributing to the development of future facilitators.

Hlavní Město Praha, Česká Republika; Olomouc, Česká Republika

Led two Customer Service teams, playing a key role in delivering best-in-class customer experience (CX). Acted as Deputy Customer Service Director for CZ. Since January 2022, also led the Risk Specialists team.- Created highly autonomous teams and developed team members, resulting in internal promotions.- Implemented NPS to enhance customer experience and motivate the team.- Achieved a 31% improvement in Active Leadership and a 40% improvement in Employee Engagement in the Employee Opinion Survey (EOS) from 2018 to 2021.- Developed and maintained efficient synergies and strong relationships with Key Account customers.- Supported Key Account Managers during customer visits, enhancing customer satisfaction and retention.- Played a crucial role in supporting sales and revenue growth through exceptional customer service and tailored account management.- Implemented workforce management strategies focused on continuous improvement and productivity.

Hlavní Město Praha, Česká Republika

Certified International Specialist (CIS) is a global training platform integral to the culture of DHL Express. CIS empowers DHL employees to maintain consistency and operational efficiency.- Led and coordinated all CIS activities for the Czech Republic and Central Europe.- Supported and developed a team of facilitators, ensuring their continuous growth.- Implemented a comprehensive COVID-19 plan to ensure training continuity.- Motivated and inspired 8 colleagues to join the team of facilitators.- Delivered Facilitation Skills training workshops to enhance team capabilities.

Hlavní Město Praha, Česká Republika

Key Account Support- Led a team responsible for key account support, significantly improving customer experience and satisfaction.- Implemented strategies to strengthen customer relationships.- Introduced dedicated services to enhance CX, receiving excellent feedback.- Achieved improvements in the Employee Satisfaction Survey (EOS).- Created an FTE cost calculator to effectively manage workload.- Successfully increased customer visits from 0 to 80 per year by building stronger relationships.- Participated in the global KAD Focus project, driving productivity enhancements and increasing customer satisfaction.Development- Led a team ensuring every CS Advisor is knowledgeable, polite, and helpful.- Reduced daily reporting time by 50% through new processes and tools.- Organized impactful team-building events (40+), boosting team spirit.- Successfully led the CZ Insurance upselling campaign within the customer service team, winning the European league three consecutive times.

Hlavní Město Praha, Česká Republika

- Supported the entire Customer Service (CS) department through comprehensive reporting, training, enhancements, standardization, and analysis.- Prepared and implemented several instruction manuals, rules, and new processes to improve operational efficiency.- Acted as the country administrator for the Customer Service application.- Provided a wide range of analyses for CS management purposes.- Delivered reporting for CS CZ and Europe, including KPI, performance, and ad-hoc analysis.- Collaborated and communicated effectively with other departments within DHL CZ and Europe.- Proposed standardization initiatives and efficiency improvements.- Prepared and delivered various training sessions.- Conducted several soft skills training workshops, covering topics such as effective communication, email communication, upselling, and managing challenging situations.- Organized and coordinated multiple team-building events.

Hlavní Město Praha, Česká Republika

- Handled customers´ requests via phone & email.- Helpdesk support, user profile management, tool administration.

Hlavní Město Praha, Česká Republika

- Handled customers´ requests via phone & email.