Experience

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  Renault slovensko

  Jun 2004 - Dec 2006

  Intern

  Intern at Marketing and Customer Service department

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  Dmg world media

  Aug 2008 - Aug 2008

  Market research assistant
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  Infocorp ltd

  Aug 2008 - Nov 2008

  Outbound call centre customer service representative

  Marketing, Advertising, PR and Customer Services Department

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  Vox pops international

  Dec 2008 - Dec 2008

  Slovak interpreter

  Translation, street and in-home interviews and transcription.

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  Rnt ltd (vfs global)

  Jan 2009 - Jul 2012

  Senior visa submission officer

  Russian Visa Application Centre of VFS Global is an outsourced partner of the Russian Consulate handling up to 500+ applicants daily in peak season.• Assisted customers in applying for visa, advised on necessary documents, timescales, and status of their application (face-to-face, email, phone)• Accepted visa applications while ensuring their compliance with consulate requirements• Assumed sole responsibility for handling applications submitted by post, dealt with pending cases, consulate rejections and customer complaints • Constantly processed one of the highest volumes of applications, up to 80 daily in peak season • Received a recognition certificate from VFS Global for customer service and numerous ‘Thank you’ letters from the customers Show less

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  Real russia limited

  Jul 2012 - Feb 2015

  Visa services manager

  See the description of my latest role.

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  Tlscontact

  Feb 2015 - Jun 2016

  Operations manager

  Schengen Visa Application Centre of TLScontact is an outsourced partner of the French Consulate handling 100K+ visa applications a year and up to 600+ applicants daily in peak season.• Managed daily operational activities while ensuring efficient and timely processing of visa applications, drove compliance with consulate requirements, SLAs and ISO standards • Led and developed a team of up to 30 direct reports including 3 team leaders and directed staff towards achieving operational objectives and enhanced customer experience• Increased the number of compliant visa applications to 99% by improving training techniques, redesigning quality control processes, improving CRM document checklists and screen prompts • Streamlined work and staff allocation processes, improved appointment scheduling system and workflow resulting in reduced staff overtime by 25% and a 15% decrease in the time visa applicants spent in the visa centre • Continuously improved process efficiency and customer journey e.g. launched a premium executive service with one-stop processing, added PCs to public areas for customer self-service Show less

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  Percepta ~ creating customer loyalty for 15 years!

  Jul 2016 - Nov 2018

  Operations manager (fordpass eu)

  Percepta, a joint venture between Ford Motor Company and TeleTech, is a global customer contact specialist, managing all aspects of client customer experience. FordPass is a global start-up project – a continuously updated mobile application designed to enhance driving experience.• Participated in 2-month pre-launch planning phase, assisted in developing processes and recruitment to ensure Customer Service infrastructure, including team of 9 and IT systems, were ready for the phased rollout • Managed a team of 9 multilingual specialists to cover 3 markets and hundreds of customer enquiries per month, scaled up the team to 10 customer service representatives to cover 11 markets and 7k+ customer contacts per month• Ensured consistent achievement of quality KPIs for call, chat and email responses, app reviews and customer engagement across 11 EU markets including UK, Germany, France, Italy and Spain as well as on Ford UK Social Media, drove operational compliance with SLAs• Collaborated with Ford technical team to solve bugs and incorporate direct feedback from app users and customer service team to enhance future iterations and app releases• Drove continuous business process improvements, increased team productivity and cut the number of missed contacts for calls and chats by up to 20% across all markets. This was achieved by e.g. streamlining workflow, eliminating duplicate tasks, reconfiguring call routing, shift work planning, assessing priorities and allocating workload • Continuously motivated the team, updated the knowledge base, shared lessons learned and monitored performance • Managed interviewing, engaged in training, coaching and evaluations, conducted appraisals, worked closely with support team and HR to ensure successful delivery of client expectations as well as to drive individual development Show less

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  Real russia

  Apr 2019 - Aug 2020

  Visa services manager (operations and product)

  Real Russia is a multiple award-winning travel agency with over 15 years’ experience providing travel and visa services.• Assumed full responsibility for daily operations of visa department, managed up to 11 customer service representatives (6 onsite, 5 overseas) and 2 couriers • Through effective team leadership, process mapping and ongoing training ensured professional and timely handling of customer enquiries (email, chat, telephone, face-to-face) and reached a visa applications success rate of 99.7%. This has led to improved customer experience and reduction in customer complaints by 75%• Acted as a subject-matter expert and achieved a 15% reduction in customer query volumes by e.g. collaborating with Marketing and IT departments on updating the content of relevant customer communication channels • Achieved greater staff performance and operational productivity by initiating the improvement of IT systems, workplace practices and procedures, conducting regular team and 1:1 meetings and focusing on staff training and development. This has also resulted in promotion of 3 of her employees to a team leader position.• Managed projects including development of new services and microsite for Riviera Travel customers, PGA European Tour and Mongolian/Roof of the World Charity Rallies participants• Maintained strong stakeholder relationships with suppliers, partners, affiliates, consulates and visa application centres Show less