Anna Sobeslavska

Experience

• 

  EMTC - Czech, a.s.

  May 2009 - Sept 2009

  Sales Representative

  Telemarketing (projects T-mobile, Bohemia Energy, etc.)

• 

  Société Générale

  May 2012 - Dec 2012

  Customer Relations Specialist

  Customer Relations

• 

  Pražská energetika, a.s.

  Mar 2014 - Sept 2015

  Accounting Administrator

  • Processed invoices and their correct classification• Assisted with monthly payment and invoices matching (SAP-ISU)• Managed photovoltatic contracts• Created financial statements (SAP IS-U) and FVE billing

• 

  Zonky

  Sept 2015 - Sept 2019

  • Led the Approval & Sales team (30 FTE)• Prepared, analyzed, and reported data regarding team performance • Responsible for customer lifecycle management (outbound calls, sales,customer retention)• Reviewed credit assessments for loan applications• The implementation of operational KPIs (sales volume, client retention, and customer satisfaction) • The first Customer Service Agent (answer many different inquiries through the online queue, best-in-class customer support via channels such as Social Media, email, phone, chat, and cold calls)• Created communication strategy and content (Social Media, on-linechat, mailing, infoline)• Defined methodology, communication manuals, and customerprocesses

  • Customer Operations Manager

    May 2018 - Sept 2019

  • Customer Care Team Leader

    Sept 2015 - Apr 2018
• 

  BNY Mellon | Pershing

  Jan 2020 - May 2023

  • Handle complex client queries and escalations, respond to clients, and work to resolve in a timely manner, including Mailbox management & calls• Production of MI, KPIs, KRIs, and detailed reports analysis• Review of daily controls reports, transfers breaks & static data requests• Co-ordinate and deal with an audit requests• Project execution: SWIFT methods testing, design of process maps, business process automation • Steps in & deputies for Stock Team Lead during the absence Show less

  • Senior Representative, Client Processing Operations

    Feb 2022 - May 2023

  • Intermediate Representative, Client Processing Operations

    Jan 2020 - Jan 2022