Curriculum Vitae - Experience

Marie works in customer service, call centre and telemarketing sphere since 1998.

Phone and written communication with client and complaint treatment B2B a B2C telemarketing skills (cross sell, up sell, active and passive) Build up very strong telemarketing teams and make effective call scripts Leadership skills and build up of Call centre Retention and loyalty program Providing trainings (personally) inside of her department - since 2000 Individual coaching of team leaders - since 2004 Set up KPIs measurement, bonus and motivation program and motivating competitions Experience in Telco and Financial sector Achievement of KPIs targets and good measurable and human results

Practical experience in:

• Phone and written communication with client and complaint treatment
• B2B a B2C telemarketing skills (cross sell, up sell, active and passive)
• Build up very strong telemarketing teams and make effective call scripts
• Leadership skills and build up of Call centre
• Retention and loyalty program
• Leadership skills and build up of Call centre
• Providing trainings (personally) inside of her department - since 2000
• Set up KPIs measurement, bonus and motivation program and motivating competitions
• Experience in Telco and Financial sector
• Achievement of KPIs targets and good measurable and human results

Working experience:

Since 1998 Radiomobil - Key Account Support Centre: Specialist for complaint treatment (solved over 350 complaints)
Since 2000 Kiwwi, s.r.o. - Telemarketing Team leader (management of 5 agents, Success Rate (SR%) of active telemarketing 11%)
Since 2001 ING Bank - Leader of Contact Centre Retail Banking (direct management of 15 agents, SR% of passive telemarketing 35%, SR% of active telemarketing 11%)
Since 2002 UPC Czech Republic - Marketing Manager - Retention (350000 customers, 3% response rate of loyalty program)
Since 2004 GE Capital Bank - Acquisitions Manager - Multiservice (direct management of 4 team leaders, indirect 70 agents)
Since 2005 Provident Financial - Leader of Call centre (direct management of 4 team leaders, indirect 35 agents, SR% of active telemarketing 12%, SR% of passive telemarketing 60%.
Since 2007 Avon Cosmetics, s.r.o. - Internal Customer service Coach CZ&SK (trainings and coaching og 70 agents and 10 teamleaders, managing telesales team)

Hobbies:

Karate - 5 years, 1994 champion of The Czech Republic
Divadelní soubor Máj Praha - amateur theatre, active member
Salsa dance