Marek Svanda Email & Phone Number

South Moravian Region, Czechia

Brno Metropolitan Area

Responsible for a new client onboarding, recommending tailored solutions and products, which are most suitable for specific client’s needs.In close, daily contact with the technical support as well as sales team.- supporting two SMS OS- first line of contact with new clients (telephone & email)- new account setup, tariff changes, API- contracting process- invoicing agenda (invoicing at the start of the month, late payments, missing invoices, etc.)- incoming SMS checks (blacklisting, requests etc.)- handling and processing of large SMS send-outs for VIP clients- distribution of technical queries to the tech support dept. and follow up- all above in both Czech and English language

Brno Metropolitan Area

- respond to customer phone calls as the 'first line' of support, assisting with everything from basic technical advisory to troubleshooting and scheduling repairs- handle a range of issues related to AT&T products & services- logical thinking and a passion for problem solving with PC/Windows proficiency, using multiple tools at the same time to resolve the issue at hand- good organization skills and attention to detail- resilient attitude and work ethic for a fast-paced team environmentAchievements:- monthly KPI targets exceeded at 100+ % each month since the start, without exception- part of the training support team, training new employees, after 6 months in the current role (recommended is at least 9 months)- top 10% agent for 2021, with all given self improvement targets achieved/exceeded

Brighton, United Kingdom

- 4* luxury boutique hotel, part of the international portfolio of Fraser Property together with the sister chain Malmaison hotels- promoted from Groups & Events Organiser in 2016 due to exceptional performance and initiative- telephone and e-mail communication; bedrooms, private rooms, restaurant reservations- preparation of the group contracts (B2B, B2C)- new enquiry handling, selling private space for events and assisting with an event organisation while actively upseling to achieve given KPI targets- logistics management across all related HODs in the management of events as well as 3rd party suppliers and the client- events equipment inventory control & management- working closely with the client to identify and analyse requirements: influencing and up-selling through the production of bespoke product solutions- building customer rapport, handling customer feedback, monitoring and setting available rates, dataextraction- reporting directly to the on site Sales & General Manager, as well as to the "Head of Events" manager for the Malmaison & HdV brands- working to BDRC (Business Development Research Consultants) and QDOS standards- training new members of the department for the HdV as well as for the Malmaison- account management (B2B, B2C)- weekly completion of M&E's monthly & yearly financial forecast (via Jedox) for HQ- managing and contacting our lead database and actively converting these leads into new andrepeat business, which resulted in improving our conversion rate of 5 %.Achievements:- my team of 4 has grown the Meetings & Events revenue by 20% (2016)- improved team's test call (BDRC, QDOS) scores from Failed (50%) when introduced in 2018, throughSatisfactory (75%) 2019 to Pass (85%) in 2020- minimal staff turnover (0% 2018 on-wards)- department Audit pass at 85%, despite no criteria provided prior to the audit- winner of the Rising star award 2012; nominated for the Best of the Best award 2017

Stoke Poges, United Kingdom

- 1st class customer service; telephone and e-mail bedrooms, golf, spa, restaurant, travel reservations- data extraction and creating reports for management team- bedroom inventory management of 3rd party websites (booking.com, Expedia...)- test call pass at 90%+ on average- member of the team, when the resort has been awarded a #1 luxury hotel in United Kingdom

Alderminster, Stratford Upon Avon, United Kingdom

- training and monitoring staff performance- data entry- Health & Safety committee for Front of House team, also Staff Members committee