Denisa Kučerová
Call Monitoring Manager
Ostrava
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Call Monitoring Manager
Instant trading EU LTD
10.2021 - Current
- Achievements/Tasks
- Monitoring recorded calls on a daily basis
- Provide feedback data to management
- Preparation on weekly violation tables
- Survey calls
- Obtain and evaluate all relevant information to handle inquires correctly
- Respond to customer queries in a timely and accuare manner
- Recording detailed and accurate records and updating of all communication with clients
- Identyfying customer needs and helping customers to use specific features
- Assisting new and existing clients - Provide onboarding trainings
- Monitoring customer complaints and reaching out to provide assistance to customers - Achiving key performance indicators
Customer Relation Manager
Instant trading EU LTD
12.2020 - 10.2021
- Provide support and advice to the customers using company´s products and services
- Answer phone calls, live chat, messages and emails
- Make outgoing calls
- Communicate with the relevant departments and coordinate with them to solve customer´s problems
- Educate yourself about the company´s products and services and continuously update your knowledge
- Improve processes through problem reporting, data collection and reporting
- Maintain and increase the quality of the achived results while complying with standarts and guidelines
- Technical problems - ensure timely implementation, coordinate with the IT department , monitor problem resolution
- Meet deadlines
- Reporting to management
EMEA Managed Services Implementation Manager
Okin
09.2018 - 07.2022
- Is a customer facing function that interacts with both Verizon employees and Verizon's external customers
- It is a combination of two roles – VRD OM and MSPM
- As MSIM I am working in a team environment where I am responsible for your own customer accounts and accountable
- Tasks data Gathering – obtain customer owned technical and nontechnical non price impacting data required for clean orders data Review – review and quality control Sales provided price impacting data understanding of scope – closely understand scope and complexity of order/project internal and external customer interaction – liaise directly with Sales and/customer using a variety of methods (phone, e-mail, systems) to retrieve required data milestone tracking – responsible for tracking customer orders and communicate designated milestones to the customer through to order completion and billing trigger ensure delivery – manage orders to appropriate milestones, ensure rejections/jeopardies are resolved, follow up on failures during/after install and reschedule activation if needed and escalate as needed to ensure customer delivery dates remain on track
Cloud Junior Specialist
Okin
12.2015 - 09.2018
- Daily communication with customers and service managers (both spoken and written form)
- Handling customer requests (creating tickets in the system, checking and processing requests)
- Interacting with internal employees in order to verify and deliver customers requests
- Updating and correcting the information in internal systems
- Creating daily reports in Excel
- EMEA Managed Services Implementation manager
Education
Finished With Graduation Exam - Travel Services
SSSS
01.2006 - 01.2010
Language School Cloverlief - English
01.2010 - 01.2011
Skills
Microsoft Excelundefined
Timeline
Call Monitoring Manager
Instant trading EU LTD
10.2021 - Current
Customer Relation Manager
Instant trading EU LTD
12.2020 - 10.2021
EMEA Managed Services Implementation Manager
Okin
09.2018 - 07.2022
Cloud Junior Specialist
Okin
12.2015 - 09.2018
Language School Cloverlief - English
01.2010 - 01.2011
Finished With Graduation Exam - Travel Services
SSSS
01.2006 - 01.2010
Similar Profiles
Hoang Anh Duong BuiHoang Anh Duong Bui
Intern at EU Trading Join Stock CompanyIntern at EU Trading Join Stock Company
Lukas InnessLukas Inness
Drywall Apprentice at Eu-Roc DrywallDrywall Apprentice at Eu-Roc Drywall
Johannes MoravitzJohannes Moravitz
Policy Advisor at Commission of the Bishops' Conferences of the EUPolicy Advisor at Commission of the Bishops' Conferences of the EU