Yoga, travelling, photography
Lucie Stöcklová
Customer Service Supervisor
Prague
Summary
Reliable professional with proven experience in customer service field with great working attitude and interpersonal skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Collaborative leader with dedication to partnering with coworkers to promote great work place culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient Team Manager delivering encouragement and feedback to help employees to learn and grow. Well-trained in staffing with excellent recruiting results over the years.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
5
5
Languages
Work History
Customer Service Manager
ExxonMobil Corporation
Prague
03.2019 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Took ownership of customer issues and followed problems through to resolution.
First Line Supervisor
EXXONMOBIL Corporation
Prague
05.2019 - 02.2020
- Service
- Responsible for smooth running of both business units, team operational excellence with focus on operational issues mitigation
- Regular reporting to European Sales Offices and to local management
- Functional Supervision of 9 direct reports from different cultural background with strong focus on regular coaching and career development
- Heavily involved in recruitment process by screening, interviewing and evaluating new talents.
- Evaluated employee performance and coached and trained to improve weak areas.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
First Line Supervisor SE
ExxonMobil Corporation
Prague
01.2017 - 04.2019
- Responsible for smooth running of both very diverse business units (Speciality Elastomers and Butyl), regular operational meetings with European Sales and management
- First point of escalation for operational issues
- Organization and coordination of Regional Sales meetings
- Functional supervision of 7 direct reports from different cultural background with strong focus on coaching and career development
- Heavily involved in recruitment process by screening, interviewing and evaluating new talents
- EMEAF Lead of Operational Excellence network.
- Gained strong leadership skills by managing projects from start to finish.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Applied effective time management techniques to meet tight deadlines.
- Developed and maintained courteous and effective working relationships.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to develop and implement creative solutions to complex problems.
Customer Account Specialist
ExxonMobil Corporation
Prague
03.2009 - 12.2016
- Chemicals Customer Service
- Handle customer portfolio based in Italy and Middle East
- Process customer orders in SAP
- Monitor proactively status of open orders
- Manage daily communication with customers, follow up on their issues and complaints
- Collaborate with European Sales office and third party suppliers
- Handle reporting in SAP
- Maintain and monitor volume rebates.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Completed routine and complex account updates to resolve problems.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
Front office Manager
WELCOME TRAVEL di Alpitour World
Bologna
01.2007 - 10.2008
Education
Languages
International School of Foreign Languages
Barcelona Spain 01.2002 - 01.2003
Bachelor degree - International Business & Tourism
Professional Superior School of International Relationship
Czech Republic 01.1998 - 01.2002
Graduation Exam - Economics
Commercial Academy
Czech Republic 01.1994 - 01.1998
Skills
Professional working approachundefined
Accomplishments
- SAP Order to Cash process
- Sales Force (C.360)
- Trainings and additional competencies: 7 habits of highly effective people
- Learning coaching journey
- Interview training
- Supervisory orientation training
- Presenting with impact
- Constructive conflict
- Effective communication in multicultural teams
- Fundamentals of Supply Chain
- Driving licence B
Interests
Timeline
First Line Supervisor
EXXONMOBIL Corporation
05.2019 - 02.2020
Customer Service Manager
ExxonMobil Corporation
03.2019 - Current
First Line Supervisor SE
ExxonMobil Corporation
01.2017 - 04.2019
Customer Account Specialist
ExxonMobil Corporation
03.2009 - 12.2016
Front office Manager
WELCOME TRAVEL di Alpitour World
01.2007 - 10.2008
Languages
International School of Foreign Languages
01.2002 - 01.2003
Bachelor degree - International Business & Tourism
Professional Superior School of International Relationship
01.1998 - 01.2002
Graduation Exam - Economics
Commercial Academy
01.1994 - 01.1998
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