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Work Background
Shift Lead
AT&T Global Network ServicesShift Lead
Dec. 2020 - May. 2025Leading teams across multiple LOBs, motivating team members, providing feedback, providing skill transfers, trainings, leading team huddles and team meetings; working on deep dives and presenting results; working on multiple projects. Leading Brand up project in Kosice center- processing orders, awarding points. Part of Zero transfer project, prepared coaching material, coached and led the development of colleagues. Graduated Management Development Program Supporting managers from other centers in EMEA, mainly Bratislava; providing deep dives and feedback to team members, managers and higher management. Engagement activities for our employees, submitting expense reports, close cooperation with Executive Secretary
ASSISTANCE DESK TEAM
AT&T Global Network ServicesASSISTANCE DESK TEAM
Jun. 2018 - Nov. 2020coaching and supporting agents, preparing presentations, taking ownership of the escalated calls, following up the difficult issues, attended several hiring interviews, supported several nesting groups. Leading Chat Validity tracking project – collecting data from Smartchat based on which coaching sessions with agents were lead.
Customer Care Representative
AT&T Global Network ServicesCustomer Care Representative
Jul. 2016 - Jun. 2018Customer care agent at the call center, technical support for the customers located in the USA. Finding the best and quickest solutions for the customer via phone, educating the customers, guiding customers how to fix their issues by them-selves, Preparing the short courses for the employees, coaching the new employees, overachieving the targets.
Senior associate customer care
AT&TSenior associate customer care
Jul. 2016 - May. 2025
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