www.svan.cz manufacturing of custom-made trailers and semitrailers from 5t to 48t

• management and development of Slovakia sales operations in residential and business segment while significantly growing in market share in zero or negative growth market• responsibility for Sales & Service incl. customer experience from 09/2011• launch and growth of business sales (mainly VSE and SME segments), increased online share, development of active sales channels, lead management for residential and business segments• implementation of ongoing customer feedback and Right-First-Time measures• continuous growth of online channels: new assisted self-care CRM,e-invoice, development of e-portal, smartphone app, new e-shop platform, start of proactive web chat and social media channels• alignment of direct and indirect stores: unified processes, training, tools, and systems• customer experience projects: frontline empowerment, network feedback, hardware repair and replacement• Device management since 2013: vendor and distribution management, change of distribution model, growth of smartphone and tablet sales, accessories• launch of M2M and car control product lines

-• responsibility for all major direct and indirect TMCZ residential sales channels: own and franchise shops, dealers, distributors, and retailers, telesales, e-shop• implementation of targeted, value-based sales approach in own shops• launch of new cross-sell products: fixed internet and voice• implementation of new VSE/SOHO indirect sales channel and new pre-paid channel, optimization of TMCZ retail network

• • responsibility for TMCZ inbound and outbound call centers• outbound telesales: acquisition, retention, and up-sell activities both through internal telesales team and external telesales agencies.• restructuring of outsourced inbound and outbound capacities• development of segmented and value-based care• launch and operations of „care as sales channel“ initiatives

- customer service performance controlling system incl. Balanced Scorecard, KPIs, and performance audits, forecasting, capacity and business planning- introduction of “Service in Sales” performance management system- cost savings measures and cost allocation models (based on ABC)