Brenda Florence Jarolímková

Experience

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  Infosys BPO

  Jul 2012 - Nov 2015

  -register new contracts on database- supporting insurance underwriters and brokers with keeping documentations and policies up-to-date- maintain, update and amend information for contracts- teamwork, fast delivery – TAT- register new submissions and contracts- prepare and generate documentation papers (policy papers, letters etc.)- review contracts on a timely basis- reviewing, renewing, and cancelling contracts on a timely basis- daily communication with client via email or chat and preparation of documentation for them(policy papers, letters, etc.)- developing and maintaining good relationships with team members and client representatives, where the main used languages are German and English- Training newcomers and helping them get accustomed with the system Show less - supporting German-speaking clients with technical issues concerning their mobile phones, tablets and mp3 players, but also laptops and computers running a unix-based system, as well as synchronisation and compatibility issues among the mentioned devices all the while offering high quality customer service- resolving cloud drive problems with end-customers such as backup and synchronisation issues, data loss, authentication errors, account troubleshooting, data recovery, cloud-subscription related refunds, cancellation of subscriptions- troubleshooting user accounts with customers such as resolving authentication errors, security issues, hacked accounts, refunds- regularly taking part in courses and trainings on how to improve customer satisfaction, technical know-how to keep up with new releases, and communication skills as well as professionalism- good cooperation skills among support teams to offer fast solutions for customers, teamwork- guiding and helping other teams to find the best technical solutions as well as appropriate customer communication Show less

  • Content Management System - Details Clerk for Insurance policies

    Nov 2014 - Nov 2015

  • Process Executive CSR - Helpdesk - Technical support

    Jul 2012 - Nov 2014
• 

  Red Hat

  Dec 2015 - now

  - performing technical escalation management using a project-like, holistic approach, typically from initiation through delivery- coordinate and coach cross-functional teams through meetings and progress measurement activities- collaborate with other Team Managers to ensure the escalated situation is being taken care of until successful completion- be the local point to receive and address process improvement recommendations and questions and train associates on new or revised processes- contribute to monitoring, documentation and reporting related to escalated situations Show less - performing technical escalation management using a project-like, holistic approach, typically from initiation through delivery- coordinate and coach cross-functional teams through meetings and progress measurement activities- collaborate with other Team Managers to ensure the escalated situation is being taken care of until successful completion- be the local point to receive and address process improvement recommendations and questions and train associates on new or revised processes- contribute to monitoring, documentation and reporting related to escalated situations Show less - performing technical escalation management using a project-like, holistic approach, typically from initiation through delivery- coordinate and coach cross-functional teams through meetings and progress measurement activities- collaborate with other Team Managers to ensure the escalated situation is being taken care of until successful completion- be the local point to receive and address process improvement recommendations and questions and train associates on new or revised processes- contribute to monitoring, documentation and reporting related to escalated situations Show less - Offering global help to other teamleaders and managment for the global support team- Hand overs in the Follow the Sun model, handing over events, cases, escalations, warm transfers to the team in North America- Taking over from APAC team, hand overs- Helping associates with escalations, taking over escalated phone calls- Handling of "Request Management Escalations" or "Internal Customer Escalations", communicating with engineers regarding RMEs, Product Sponsors, appeasing the customer and forwarding their concerns to the relevant team members- Taking over Duty Manager role, helping out Full-time team leader with Events, activities, organisational things such as food delivery- Helping out the Escalation Management Team with CSAT detractors, contacting customers, getting their feedback, etc. Show less - Translating French and German queries and technical info from customers to and from English- Translating materials, manuals and knowledge base contributions- Offering high quality customer support in German, French, and English- Mentor: Helping newjoiners in their new job role, supporting them- Project: Zanata - Translation tool, translating Knowledgebase articles with the help of Zanata for Red Hat products and guides to be available in German for customers- Phone skills trainer: introducing new people to phone usage, how to handle phone calls, call workflow- Working close with RHEL Technical Support Engineers, cooperating with Support Management if required to resolve customer queries as fast as possible- Knowledge base article Coach: coaching people on how to write articles and giving them feedback on how to improve, etc. Show less

  • Project Manager 4 - Critical Situation Manager

    Mar 2020 - now

  • Project Manager 3 - Senior Escalation Manager

    Oct 2018 - Mar 2020

  • Project Manager 2 - Escalation Manager

    Aug 2017 - Sept 2018

  • Part-time Team Lead & Customer Support Specialist - technical

    Jul 2016 - Aug 2017

  • Customer Support Specialist - Technical

    Dec 2015 - Aug 2017