Miluse Pokorna
Self Employed
Brno-město
Summary
Dynamic and results-oriented professional with extensive experience in customer support, coaching, and project management. Excelled at VITOM by leveraging exceptional customer service and CRM skills to enhance client satisfaction and retention. Proven track record in improving project outcomes and efficiency, demonstrating strong problem-solving and time management abilities. Excellent organizational skills.
Overview
30
30
years of professional experience
6
6
years of post-secondary education
Work History
Customer Support Specialist
VITOM
12.2023 - Current
- Provided timely assistance to customers via phone and email, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Coaching Facilitator
Self Employed
08.2016 - Current
- Increased client retention rates by consistently delivering high-quality coaching experiences.
- Achieved positive outcomes for clients by addressing performance challenges and identifying areas for improvement.
- Refined internal processes for improved efficiency within the coaching practice which led to better time management on projects and tasks.
- Maintained up-to-date knowledge of industry best practices, trends, tools, techniques, and methodologies to ensure continuous improvement in service delivery quality.
Project Manager
Brno City Municipality
04.2010 - 12.2015
- Drove project success by strategically prioritizing tasks based on urgency and resources.
- Evaluated project performance to pinpoint improvement areas and implement necessary adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Provided detailed project status updates to stakeholders and executive management.
- Speaking at conferences
Education
Master of Science - Civil Engineering
09.1986 - 06.1992
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Decision-making
Problem-solving
Team collaboration
Appointment scheduling
Conflict resolution
Adaptability and flexibility
Multitasking and organization
Workflow management
Email communication
Self motivation
Collaborative team player
Goal setting
Attention to detail
Travelling
Enthusiastic traveler around the world. Most trips I organize for myself or for your friends.
Timeline
Customer Support Specialist - VITOM
12.2023 - Current
Coaching Facilitator - Self Employed
08.2016 - Current
Project Manager - Brno City Municipality
04.2010 - 12.2015
VUT - Master of Science, Civil Engineering
09.1986 - 06.1992