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Michaela Mihalkova

Michaela Mihalkova

Insurance Specialist

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location of Michaela MihalkovaSofia, Sofia City, Bulgaria

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  • Timeline

  • About me

    Service Delivery Manager at HP

  • Education

    • Paris Lodron Universität Salzburg

      2004 - 2010
      Master of Philosophy - MPhil Slavonic studies

    • Bundesgymnasium Vöcklabruck

      1996 - 2004

  • Experience

    • Donau Versicherung AG - Vienna Insurance Group

      Nov 2011 - Dec 2012
      Insurance Specialist

      Insurance sales, supporting customers with their daily needs and issues.

    • IBM

      Dec 2012 - Feb 2014
      Customer Service Representative Xerox

      Supporting Xerox customers and partners as part of a premium technical support team created to deliver a significant increase of first call resolution rates.

    • Concentrix

      Feb 2014 - Sept 2018

      Point of contact for escalations and operational requests as well as monitoring and reporting. Coordinating the VIP Program case management process. Investigation of tool issues, booking and payment discrepancies. Manual corrections of bookings, preparing manual calculations for payments; performing reporting activities on a regular basis, preparing payment files by applying program rules not covered by the tools, uploading the data in the tools. Case audits, identification of process gaps. Training for partners and Cisco internals. Local point of contact for the agents for complicated cases and escalations. Show less

      • Program Coordinator (Cisco Value Incentive Program)

        May 2018 - Sept 2018

      • Customer Service Representative Cisco, VIP Program

        Feb 2014 - May 2018

    • HP

      Sept 2018 - now
      Service Delivery Manager

  • Licenses & Certifications