Experience

• 

  Hsg zander slovakia, s.r.o.

  Mar 2009 - Apr 2009

  Receptionist in ibm

  • processing and distribution of mail• welcoming of newcomers• provision of badges for newcomers

• 

  Čsob poisťovňa, a.s.

  Apr 2009 - Aug 2010

  Assistant of the director of the life insurance division

  • administrative support of the director• preparation of documentation for audit purposes • preparation of monthly payroll input for HR department• technical support for video-conference • meetings organization

• 

  Ibm isc

  Dec 2010 - Dec 2012

  Customer fulfillment administrator

  • delivery of global AM operational performance within my functional areas• operating as a team in order to help my colleagues• driving team cross-functional and cross boarder to develop, support and contribute to the implementation of a geography and global management system• demonstrating focus on efficiency/productivity and consistency by all AM services across all geographies in order to include standard operational processes and metrics• communication and Global Resources/Restructuring• utilization of project management fundamentals to establish effective plans• track status and communicate status to management• building client relationship through regular, personal, pro-active and meaningful communication, tools education, delivery process improvements• keeping track in writing & informing the manager• maintaining an audit ready compliance posture, remediating compliance issues and concerns with a sense of urgency• active participation in all internal and corporate audits• driving HW and SW order cycle time to the lowest possible levels, anticipation and identification of audit exposures and taking of immediate corrective action, ensuring issues are properly documented in the appropriate repository and communicated to management and the Quality Assurance team• Identifying issues, taking appropriate, calculated risks and promoting teamwork through effective communication with management, peers, team leads, clients, suppliers and providers of service• Driving Horizontal integration, GDF and other Transformational projects for the Asset Management Competency, focusing on tools consolidation, to ensure standardization of tools, processes, consistency of delivery and stabilization services. • ABB Pool - providing customer fulfillment to the TOP customer of the company, ordering of the Lenovo hardware, providing education for newcomers Show less

• 

  S&g, s.r.o.

  Aug 2013 - Jul 2015

  Head cashier, administration clerk

  • performing a work with a cash desk and all related work• preparation of cash desk for day-to-day operations• reporting all technical defects to the supervisor• controlling of actual amount of supplies• inventory recording through program MOP• preparation of accounting documents

• 

  At&t

  Jul 2015 - now

  - Leading the team of experienced Service Managers who handle telecommunication services in terms of service assurance, billing and ordering.- Being a point of escalation rather internal or external - Overseeing daily operations- Supporting all wireline services across AT&T portfolio- Participation on leadership/client/stewardship/governance calls- Developing and approving service improvement plans for customers- Drive performance and maintain motivation across the team - Hiring new team members based on business needs- Developing and addressing efficiencies and process improvements - Distributing and tracking workload across the team - Build and develop support models- Provide coaching and career development consultations for team members- Regular 1 to 1 meetings with team members- Setting goals and targets for the team Show less Ensuring that AT&T products an services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MCN's. I have overall ownership of the Customer Service Experience - customer satisfaction, and I work on building relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customer's business requirements and the AT&T products and services that are used to support these requirements. Show less • effectively manage work, prioritization and executing work plans to maximize productivity• defining short- and long-term objectives, ensure the On Time Performance and customer commitments are met while development of all direct reports• provide individual performance reviews and feedback to team members on weekly basis• 1st point of contact for escalations • Communication interface between upper level management and supervisory team• Early problem detection and troubleshooting Show less • providing an excellent customer service in the field of telecommunication products such as TV, High Speed Internet and Voice services• identifying of the issue related to services and troubleshooting• providing effortless experience for the customer via correct identification and addressing of the issue and delivering the Service Promise every day• proactive cooperation with my manager to fulfill assigned action plans• communication with several inter-company department in order to fulfill customers’ needs Show less

  • Area Manager

    Jun 2024 - now

  • Service Manager

    Apr 2019 - Jun 2024

  • Customer Care Manager

    Jul 2017 - Apr 2019

  • Service Lead for Password Reset Team

    Nov 2016 - Jun 2017

  • Password reset specialist for U-verse and DSL customers

    Jul 2016 - Nov 2016

  • Customer Care Agent

    Jul 2015 - Jun 2016
• 

  Systal technology solutions

  Jul 2023 - Jun 2024

  Service manager