Responsible for all the Contact Centers and implementation of new customer accounts in my territory, both internal and external. Implementing and ensuring the consistent delivery of the Customer Service and support strategies to the key account teams, with the overall goal of delivering a superior experience for the customers that I manage. Also responsible for setting targets, forecasts and budgets as well as providing clear and consistent performance metrics. Managing a successful business within the company
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Customer Service DirectorSwan Mobile (4Ka) Jul 2020 - PresentBratislava, Slovakia -
Customer Service DirectorSwan, A.S. May 2018 - PresentBratislava -
Customer Service DirectorBenestra, S. R. O. Dec 2014 - Jan 2019Slovak Republic -
Customer Service DirectorGts Slovakia, S. R. O. Sep 2013 - Dec 2014Bratislava, Slovak RepublicResponsible for Customer Service in GTS Slovakia. Providing support for B2B and B2C Call Center, national Network Operation Center and Backoffice department. Optimizing resources, managing tools and technologies needed to interface with customers. Developing strategies to ensure the customers experience in contacting CS is consistent with overal company strategy.
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Customer Service ManagerGts Central Europe 2003 - 2013Slovak RepublicResponsible for B2B, B2C Call Center and Retention Team in GTS Slovakia. Developing CC in terms of creating plan that would define visions, goals and metrics to deliver exceptional service to customers. Monitoring incoming and outgoing transaction volumes nad making adjustments to staffing & scheduling to ensure phone, email and data entry coverage. Establishment of a Retention team in CS unit with techniques to control customer churn. -
Hotline Technical SupportNextra, S.R.O. 2001 - 2003Slovak RepublicEnsuring second level support for external customers via phone/e-mail/chat channels and technical support for internal customers (first line Call Center agents). Teamlead for centralized Czech Call Center team based in SK. Preparation, initialization and launch of Czech Call Centre operations in SK. Responsible for coaching and training Call center staff – call quality assurance.
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Hotline OperatorNextra, S.R.O. 2000 - 2001Slovak RepublicFirst level technical support for customers and partners via phone/e-mail/chat channels, acting as first point of contact for customers. Responsible for providing future and existing customers with information about products and services. Coordination or resolving of administrative, billing and technical issues claimed by customers.
Róbert Plonka Education Details
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Strategic Management -
Obchodná Akadémia SkalickáEconomics -
Saint Joseph Academy, Brownsville, Tx
Frequently Asked Questions about Róbert Plonka
What company does Róbert Plonka work for?
Róbert Plonka works for Swan Mobile (4ka)
What is Róbert Plonka's role at the current company?
Róbert Plonka's current role is Customer Service Director at SWAN, a.s..
What schools did Róbert Plonka attend?
Róbert Plonka attended Univerzita Komenského V Bratislave, Obchodná Akadémia Skalická, Saint Joseph Academy, Brownsville, Tx.
Who are Róbert Plonka's colleagues?
Róbert Plonka's colleagues are Marián Kolenčík, Matej Béber, Tomas Korman, Tomáš Králik, Juraj Kosztolányi, Lukáš Lichota, Daniel Horvath.
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