Jan Vetrák Email & Phone Number

Ireland

• Monitoring and evaluating customer support agents to ensure adherence to company guidelines and processes.• Conducting regular performance reviews, providing constructive feedback using the SBI (Situation-Behavior-Impact) model to enhance agent performance.• Identifying and reported critical escalations, including instances of work avoidance and non-compliance with company policies.• Collaborating with team leaders and QA agents across different GEOs to ensure consistent calibration and alignment on quality standards.

Irsko

Krakov A Okolí, Polsko

Warsaw, Masovian District, Poland

• Handle every customer contact with interest and care, providing solution and advice • Communication via Email, Phone calls, Social media• Recognising of different problems and provide individual solutions • Using different languages, channels and brands and adapts tone of voice accordingly• Efficiently use different tools and business systems (Cockpit, SAP, Case Management, CIC) • Supporting colleagues with training as Grow ambassador, helping with scheduling etc.

Bachelor Of Arts - Ba, Environmental Design, 2015

Bakalář (Bc.), Environmental Design, 2009