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Work Background
FlowerCheckerCustomer Success Manager
Sep. 2023Brno, Jihomoravský, Česko
ProfitroomClient Onboarding Specialist
Jun. 2022 - Sep. 2023
ProfitroomJunior international onboarding specialist
Jan. 2022 - Jun. 2022
ReservioCustomer Service Manager
Jan. 2020 - Aug. 2021Brno-město, Jihomoravský, Česká republikaleading small customer Care Department at Reservio
ensuring our customers from all over the world receive the best service possible
resolving escalated issues, recording issues into JIRA
communication with customers in English and Spanish
acting as a bridge between customers and our IT development department, suggesting improvements, reflecting our customer's needs
project management within the customer care team
scheduling, training of new team members
ReservioCustomer Care Specialist
Jun. 2018 - Jan. 2020Okres Brno-město, Česká republikaresolving chat, email and phone inquires from our clients all over the world
scheduled calls and presentations of the system
working on special projects within the company
working with external translators
significantly improved time of response and resolution of our customer's tickets
Gardner Denver CZ + SK, s.r.o.Accounts Payable Coordinator
Oct. 2017 - Mar. 2018Okres Brno-město, Česká republikaProcessing the incoming invoices from suppliers, ensuring the correct information is processed. Assisting with daily communication with suppliers, handling phone calls, email inquiries.
Uniprox, CZAssistant
Oct. 2016 - Oct. 2017Okres Brno-město, Česká republikaDaily communication with suppliers and customers in English and Spanish, processing orders and ensuring the completion of the order. Assisting the technicians during repairs with translations and ensuring the timely and efficient repair. Overall international communication.
Carnival Cruise LinesSr. Guest Services Supervisor
Apr. 2004 - Jan. 2012United States- ensuring the 24 hour service of Customer Service desk onboard runs as smooth as possible, scheduling of the team members
- overseeing the debarkation and embarkation process at the end of each voyage (turnaround of 2000-4000 passengers every 3 to 12 days depending on the length of the cruise). Preparation of the Port Papers for Customs and Border Protection in every port, direct contact with local authorities and agents, responsibility to obtain and renew required certificates and permissions to sail.
- resolving a high volume of complaints by phone, email and in person 7 days a week while following the company guidelines
- close communication with all other Managers and Supervisors onboard to ensure the excellent service is provided overall and any issues are resolved immediately
- creating and conducting Customer Service trainings for the team, evaluation of the personnel and one on one meetings Achievements:
- working the way up the ranks from the lowest to the highest position in Customer Service
- numerous positive evaluations and comments for initiative, hard work and service focused on the customer from supervisors and guests
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