Merging ČSOB Operation departments into one unitProcess optimization and efficiency exercises____________________________________________Redeployement of ČSOB call center from Czech republic to Slovakia (Bratislava)New type of call center responsible for payment systems.oCRM implementation and processes creation____________________________________________Redeployment of Orange Call Center to Banská BystricaInterviews (more than 180 new employees).Establish and development of Orange call center.Managing of OSK call center (direct manager for 8 team leaders, indirect manager for 110 representatives)Participation on projects____________________________________________April 2014 Google Analytics 1. Google Analytics set up and run. 2. Implementation measurements to website 3. Traffic, content, traffic sources and conversion 4. E-commerce____________________________________________February 2013 COPC® Registered Coordinator (Paris, France)Training for Customer Service Providers 1. Leadership and planning 2. Processes 3. People 4. Performance____________________________________________March 2012 - How to develop your people (Madrid, Spain)- 2 days training in Orange Campus- The internal and external changes require the development of your team members to be stimulated more quickly and even more efficiently- it is more effective to develop existing strong points than to focus on only in the weak points____________________________________________February 2011 - Call Center Exhibition (1st European convention) Warsaw- Orange Customer Service Strategy- Call Center Operational Model- Conference with WebHelp and Teleperformance
Listed skills include Team Leadership, Telecommunications, Call Centers, Call Center, and 22 others.
