Marcela Magdinová Hrozenská Email & Phone Number

Slovakia

Bratislava, Bratislava Region, Slovak Republic

Develop managerial skillsRealize training of : - sales skills - acquisition - Contact ManagementEnsuring of project implementation: - Personal Coach - OnBoarding - quality standardsTo organize, create and realize meetings and workshops with managers

- Team management - Recruiting- Approving goals,- Preparing daily, weekly and monthly reports - To achieve best performance based on service level- To achieve max. effectivity of department- Coaching, mentoring and team leading of 17 employees- Process and communication training- Process analysis and improvement- Standard operating procedure evaluation and improvement propositions- Complaint handling and responsibility for escalated processes- KPIs planning and analysis

- Team management - Recruiting- Approving goals,- Preparing daily, weekly and monthly reports - To achieve best performance based on service level- To achieve max. effectivity of department- Coaching, mentoring and team leading (14 direct and 45 indirect reports)- Process and communication training- Process analysis and improvement- Standard operating procedure evaluation and improvement propositions- Back office billing issues handling- Complaint handling and responsibility for escalated processes- Sales promotion and sales targets planning- KPIs planning and analysis- Memeber of project team (CS department)- Orientated on customer

- management and consulting of agents for CS departmen (Hotline, Back Office B2B)- coaching and providing feedbacks- preparing of presentations for agents – training of representatives of CS department- creating of working procedurs- being a part of creation of new systems for work with our customers- testing of new services- responsibility for training and systematic development of first-line personnel- training / update working practices in accordance with ISO standards- quality assurance for call center communications- creation and delivery of training activities- evaluating the success and impact on business

- communication with customers over the phone- providing of technical support- providing of information including invoices and contracts- working out of standard and nonstandard situations with customers- responsibility for direct contact with customers- dealing with technical requirements- mentoring of new collegues