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Work Background
International SOSCustomer Service Team Lead
Sep. 2023Prague, Prague, Czechia- Lead and manage a team of customer service executives, providing guidance, coaching, and support as needed
- Monitor team performance and provide feedback to individual team members to ensure the highest quality of service is being delivered
- Handle escalated customer inquiries or complaints, ensuring prompt resolution and customer satisfaction
- Collaborate with other departments within the organization to address customer issues or concerns and provide timely and effective solutions
- Analyze data and reports to identify trends or areas for improvement in customer service performance and implement appropriate measures for improvement
- Stay up-to-date with industry best practices and trends in customer service to continuously improve the team's performance
International SOSCustomer Service Executive
Jun. 2022 - Sep. 2023Prague, Czechia- Facilitated continued client engagement by surpassing communication and interpersonal skill expectations, resulting in increased product value.
- Addressed client inquiries and resolved issues. Provided top-notch support, resulting in a 95% client satisfaction rate.
- Negotiated direct billing with providers. Resolved 95% of payment inquiries, provided advanced product troubleshooting, and exceeded client expectations.
- Responded to email inquiries and resolved the issues with 90% accuracy, resulting in a decrease in customer complaints
ZF GroupTeam Leader
Nov. 2016 - Sep. 2020Stara Boleslav, Czech Republic- Boosted team productivity by 20% through effective delegation and regular performance evaluations.
- Implemented problem-solving strategies that reduced client issues by 20%, resulting in improved client satisfaction.
- Streamlined the onboarding process and reduced ramp-up time by 50%, resulting in improved productivity and cost savings.
Shangri-La Hotel UlaanbaatarFront Office Agent
Mar. 2015 - Jun. 2016Mongolia- Delivered high-quality client support, addressing inquiries and resolving issues for VIP clients. Achieved a 100% satisfaction rate with prompt and professional responses.
- Improved client satisfaction by providing prompt and accurate responses as a primary point of contact, resulting in increased brand loyalty.
- Provided exceptional customer service, resolving issues quickly and accurately, leading to 100% client satisfaction and increased brand loyalty.
- Improved client satisfaction by quickly resolving 90% of escalated complaints through exceptional communication and interpersonal skills. - Collaborated with team to assist in guest check-ins, resulting in 99% customer satisfaction and increased positive reviews.
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