Kateřina Martincová
Head Of Customer Success Department
Brandýs nad Labem
Summary
Results-driven Head of Customer Success Department & Operations Director with extensive experience in business management, operations, project coordination, customer support, and strategic planning. Skilled in process automation, team leadership, and business development, with a strong ability to set up and optimize company operations. Fluent in Czech (native) and English (advanced).
Currently leading operations at Keyguru.cz and Startink.cz, where I oversee company growth, operational efficiency, and client success strategies. Passionate about creating streamlined processes, optimizing workflow, and ensuring high-quality customer service.
Overview
14
14
years of professional experience
Work History
Project Manager
Startink
12.2023 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
Head of Customer Success Department and Operations
Keyguru A.s.
06.2023 - Current
- Collaborated with cross-functional teams to address customer concerns, ensuring timely resolutions and satisfied clients.
- Conducted regular reviews of team performance against targets, identifying trends and formulating actionable insights for continued success.
- Negotiated contracts with vendors to secure favorable terms for the company, optimizing resources and budget allocation.
- Managed customer statistics and queried, manipulated and visualized data to thoroughly understand customers.
- Developed strong relationships with key clients, resulting in improved account retention and growth.
Helpdesk, Virtual Assistance
Keyguru
06.2017 - 05.2023
- 24/7 online support in Czech/English
- Self-motivated, with a strong sense of personal responsibility.
- Clients assistance, solving customers´ issues
- Administrative support
Customer Service and Logistics Specialist CZ/SK
Omya A.s.
10.2019 - 02.2023
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Provided customers with status updates for tracked orders.
- Coordinate orders between plants, customers and transport companies
Customer Care Specialist/Sales Manager
Localgrapher
06.2017 - 09.2019
- Customer support and sales
- Customer assistance 24/7
- Processing orders and inquires
- Monitoring system
- Daily communication in English
Production Manager
Ferratt International
07.2011 - 04.2014
- Processing the orders from the clients (in and out house)
- Technical and administrative support for the production
- Stock monitoring, Logistic
Education
Master Degree - General Agriculture with specialization in Ecology and Alternative Farming System
The University of South Bohemia
English Grammar, Basic of Spanish
Oakland Community Collage
Royal Oak, MichiganSkills
- Excellent communication and presentation skills
- Project planning and development
- Strategic planning
- Complex problem solver
- Cross-Functional Collaboration
- Client Service Orientation
- Proficient in MS Office Suite
- Knowledge: SAP, Navision, CRM systems
Timeline
Project Manager
Startink
12.2023 - Current
Head of Customer Success Department and Operations
Keyguru A.s.
06.2023 - Current
Customer Service and Logistics Specialist CZ/SK
Omya A.s.
10.2019 - 02.2023
Helpdesk, Virtual Assistance
Keyguru
06.2017 - 05.2023
Customer Care Specialist/Sales Manager
Localgrapher
06.2017 - 09.2019
Production Manager
Ferratt International
07.2011 - 04.2014
English Grammar, Basic of Spanish
Oakland Community Collage
Master Degree - General Agriculture with specialization in Ecology and Alternative Farming System
The University of South Bohemia
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