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Work Background
BlueLink International CZCustomer Service Representative
Feb. 2023 - May. 2024Prague, Czechia ยท HybridAs a dedicated Customer Service Representative for Transavia Airlines at BlueLink, I provided comprehensive support across various channels in both English and French, ensuring a seamless customer experience and effective resolution of issues. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ด๐๐๐๐๐๐๐๐๐๐๐ ๐ช๐๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐: Assisted English and French-speaking customers with their booking needs, including creation, management, the addition of services, and cancellations through calls, social media messages, and emails.
โข ๐บ๐๐๐๐๐
๐ณ๐๐๐ ๐บ๐๐๐๐๐๐: Managed complex customer claims such as luggage damage or loss, flight cancellations, and refund requests, ensuring timely and satisfactory resolutions.
โข ๐ถ๐๐๐๐๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐ ๐ซ๐๐๐ (๐ถ๐บ๐ซ): Collaborated with airport handlers to address and resolve on-site customer issues promptly, including pre-seating, repatriation, and booking assistance for individuals with immigration concerns. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Enhanced customer satisfaction by efficiently handling high volumes of inquiries and issues in both English and French.
โข Successfully supported operational teams to ensure smooth handling of critical customer situations at airports.
โข Improved claim resolution processes, contributing to higher rates of customer satisfaction and loyalty. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Expertise in multi-channel customer service and support.
โข Proficiency in handling customer inquiries and issues in both English and French.
โข Strong problem-solving abilities and quick decision-making in high-pressure situations.
โข Excellent communication and interpersonal skills, fostering positive interactions with customers and stakeholders.
CarrierManager, HR Knowledge Management, Training and Communications
Mar. 2022 - Sep. 2022Prague, Czechia ยท HybridManaged HR knowledge retention and sharing to streamline processes and accelerate new employee onboarding. Oversaw the creation and management of Standard Operating Procedures (SOPs) across 24 countries in Europe and the Middle East. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ฏ๐น ๐ฒ๐๐๐๐๐๐
๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Enhanced knowledge retention and sharing to improve processes and speed up onboarding.
โข ๐บ๐ถ๐ท ๐ซ๐๐๐๐๐๐๐๐๐๐๐๐: Created comprehensive SOPs for HR processes in 24 countries, ensuring regional compliance and operational efficiency.
โข ๐ฒ๐๐๐๐๐๐
๐๐ ๐จ๐๐๐๐๐๐๐: Managed the creation and upkeep of knowledge articles within ServiceNow.
โข ๐ซ๐๐๐ ๐ป๐๐๐๐๐๐๐: Transferred HR information from Salesforce to ServiceNow.
โข ๐ด๐๐๐๐๐๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐: Supported document translation into 9 languages. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Developed strategies that significantly improved process efficiency and onboarding.
โข Standardized SOPs across multiple countries, leading to consistent HR practices.
โข Streamlined knowledge management in ServiceNow, enhancing information access.
โข Ensured a smooth data transition from Salesforce to ServiceNow.
โข Improved document accessibility with translations in 9 languages. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข HR knowledge management and training expertise.
โข SOP creation and regional management.
โข Project management with a focus on process improvement.
โข Communication and multilingual translation skills.
โข Experience with ServiceNow and Salesforce.
SAP ConcurManager, Global KCS Programs
Apr. 2018 - Jan. 2022Prague, Czechia ยท HybridLed and enhanced global knowledge management processes, initially as a Regional Program Manager for EMEA, then as the leader of the global Program Manager team. Implemented Knowledge-Centered Service (KCS) to streamline knowledge creation and sharing among employees and customers. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ฎ๐๐๐๐๐ ๐ณ๐๐๐
๐๐๐๐๐๐: Led the global Program Manager team to maintain KCS methodologies.
โข ๐ฒ๐๐๐๐๐๐
๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Improved processes by implementing KCS, enabling employees to generate and share knowledge.
โข ๐ด๐๐๐๐๐๐๐๐๐๐๐ ๐ป๐๐๐๐๐๐๐๐๐๐: Managed translation of knowledge articles into 7 languages.
โข ๐ฏ๐๐๐๐๐๐๐๐๐๐๐๐ ๐ท๐๐๐๐๐๐: Aligned knowledge processes across five SAP lines of business for migration from Salesforce to ServiceNow.
โข ๐จ๐๐๐๐๐๐๐๐๐ ๐๐๐
๐ซ๐๐๐ ๐ช๐๐๐๐๐๐๐๐๐: Automated data collection using project management and other tools.
โข ๐ช๐๐๐๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Formed and led the KCS Council to drive change initiatives.
โข ๐ช๐๐๐๐๐๐๐ ๐๐๐
๐ธ๐๐๐๐๐๐ ๐จ๐๐๐๐๐๐๐๐: Orchestrated coaching to enhance adoption, quality, and case deflection.
โข ๐น๐๐๐๐๐๐๐๐ ๐๐๐
๐จ๐๐๐๐๐๐๐๐: Designed and facilitated global reporting and analytics. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Decreased ramp-up time for new employees and maintained article quality above 90%.
โข Automated solutions for translating documentation into supported languages.
โข Harmonized knowledge programs across multiple lines of business.
โข Enabled successful knowledge process migration from Salesforce to ServiceNow.
โข Improved data collection and process automation, driving efficiency and effectiveness. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Expertise in KCS methodology
โข Global program management and team leadership
โข Multilingual translation management
โข Project management and process automation
โข Change management and strategic planning
โข Reporting and analytical system design
SAP ConcurClient Support Analyst I
Jul. 2015 - Mar. 2018Prague, The Capital, Czech Republic ยท On-siteProvided support for Concur's Travel and Request modules, assisting administrators in resolving issues, optimizing tool usage, and implementing configuration changes in both English and French. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข Supported Concur administrators and Travel & Expense administrators with the Travel and Request modules.
โข Advised on tool usage best practices and implemented configuration changes.
โข Coached and guided employees on the implementation of the Knowledge-Centered Service (KCS) practice.
โข Developed initial KCS workflow by coordinating and assisting pilot groups. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Recognized as top case closer for several months, consistently surpassing performance expectations.
โข Recommended and implemented a more effective dispatch process for the Travel team.
โข Suggested and developed a more efficient report management system, saving hours of monthly report handling. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Proficiency in Concur's Travel and Request modules.
โข Expertise in KCS methodology.
โข Bilingual support in French and English.
โข Problem-solving and process improvement.
โข Excellent communication and coaching skills.
IBMIT Specialist L2
Feb. 2015 - Jun. 2015District de Brno-mฤsto, Rรฉpublique tchรจque ยท On-siteSupported L1 teams with technical issues, including Active Directory and network printing issues, and troubleshooting nearly 2000 applications for IBM's largest European customers. Provided backup support for the team leader to ensure smooth operations. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ป๐๐๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐: Resolved technical issues escalated by Technical Support Representatives, focusing on 2nd level issues for major IBM accounts.
โข ๐ฎ๐ซ๐ญ ๐จ๐๐๐๐๐๐: Analyzed team-generated data to enhance service quality and efficiency as a Global Delivery Framework (GDF) Analyst.
โข ๐ฎ๐๐๐๐๐ ๐ฒ๐๐๐๐๐๐
๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Maintained and improved the internal and external knowledge base, aligning with regional and global needs through a 3-tier validation process.
โข ๐ณ๐๐๐
๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐: Provided backup for the team leader, ensuring continued team functionality and performance. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Successfully resolved complex technical issues, improving service reliability for major IBM clients.
โข Enhanced service delivery through data analysis and process improvement initiatives.
โข Completed IBM Leadership University at the highest level, "Candidate for Leader." ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Expertise in technical support for Active Directory, network printing, and various applications.
โข Data analysis and service quality improvement.
โข Knowledge management and process alignment.
โข Leadership and team management skills.
โข Excellent problem-solving and technical troubleshooting abilities.
IBMTechnical Support Representative
Dec. 2013 - Feb. 2015District de Brno-mฤsto, Rรฉpublique tchรจque ยท On-siteProvided comprehensive technical support to IBM's largest client at the Brno Delivery Center, addressing a wide range of IT issues and ensuring optimal performance and client satisfaction. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ป๐๐๐๐๐๐๐๐ ๐บ๐๐๐๐๐๐: Resolved diverse IT issues, including network printer troubleshooting, Lotus Notes support, and migration from Windows XP to Windows 7.
โข ๐ฉ๐๐๐๐๐ ๐ป๐๐๐ ๐ณ๐๐๐
๐๐: Improved team productivity and ensured adherence to Service Level Agreements (SLAs), supporting team leadership as needed.
โข ๐ช๐๐๐๐๐ ๐ฌ๐๐๐๐๐๐๐๐๐: Maintained high standards of customer service, ensuring client needs were promptly and effectively met. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Recognized as Employee of the Month (March 2014) for exceptional performance and dedication.
โข Contributed to improved team efficiency and SLA compliance through effective leadership and support.
โข Played a key role in successful client support, enhancing overall client satisfaction and service reliability. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Proficiency in troubleshooting and resolving a variety of IT issues.
โข Strong understanding of network printers, Lotus Notes, and Windows migration processes.
โข Leadership and team management capabilities.
โข Excellent customer service and client relationship management.
โข Ability to work under pressure and meet strict deadlines.
MovijovemAssistant Manager
Jun. 2009 - Aug. 2013Tavira, Portugal ยท On-siteProvided exceptional guest services and managed operational tasks to ensure a seamless and enjoyable stay for guests at the youth hostel. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ฎ๐๐๐๐ ๐บ๐๐๐๐๐๐๐: Welcomed and assisted guests, addressing their needs and ensuring a positive experience during their stay.
โข ๐น๐๐๐๐๐๐๐๐๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Managed guest reservations across multiple systems, maintaining accurate records and updating the invoice system with guest expenses.
โข ๐ถ๐๐๐๐๐๐๐๐๐๐ ๐ฌ๐๐๐๐๐๐๐๐๐: Developed a comprehensive database using MS Excel and Power Query, reducing check-in time by 60% and automating daily, weekly, and monthly reports, thereby decreasing daily workload by 2 hours. ๐จ๐๐๐๐๐๐๐๐๐๐๐:
โข Significantly improved check-in efficiency, enhancing guest satisfaction.
โข Automated reporting processes, increasing operational efficiency and reducing manual workload.
โข Successfully managed reservations and invoicing, ensuring accuracy and timely updates. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Expertise in guest services and hospitality management.
โข Proficiency in reservation systems and invoice management.
โข Advanced skills in MS Excel and Power Query for data management and automation.
โข Strong problem-solving and process improvement abilities.
โข Excellent communication and customer service skills.
VILA GALร HOTรISFront Desk Associate
Sep. 2004 - Oct. 2007Tavira, Portugal ยท On-siteProvided exceptional front desk services, ensuring a pleasant and efficient experience for guests at Hotel Vila Galรฉ Albacora. ๐ฒ๐๐ ๐น๐๐๐๐๐๐๐๐๐๐๐๐๐๐๐:
โข ๐ฎ๐๐๐๐ ๐บ๐๐๐๐๐๐๐: Welcomed and assisted guests, addressing their needs and managing reservations to ensure a positive stay.
โข ๐ฌ๐๐๐๐๐๐ ๐ด๐๐๐๐๐๐๐๐๐: Handled daily customer expense management tasks, ensuring accurate record-keeping and billing.
โข ๐ฉ๐๐๐-๐ถ๐๐๐๐๐ ๐ถ๐๐๐๐๐๐๐๐๐: Managed mail, controlled daily cash flow, and oversaw online reservations, ensuring smooth back-office operations. ๐บ๐๐๐๐๐ ๐ซ๐๐๐๐๐๐๐๐
:
โข Strong customer service and hospitality skills.
โข Proficiency in reservation and expense management.
โข Experience in back-office tasks, including mail management and cash flow control.
โข Excellent communication and organizational abilities.
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