Barbora HRDINOVÁ
Bratislava
Summary
Intelligent Service Delivery Manager with 10 years of experience in Service delivery . Polished individual with drive to proactively initiate positive change.
Implements sales from order placement through implementation and activation. May assist in setting customer expectations on service delivery dates and work with customer vendors to obtain technical requirements to complete complex orders. Responsibilities may include ordering voice,
data, and/or local services, with a range of complexity. Ensures quality of service implementation,accurate billing, and customer satisfaction. Works through internal and vendor channels, and with customers to deliver service. Monitors supplier performance through supplier service level obligations to ensure customer satisfaction. May evaluate agreements and contracts and provides customers with recommendations for service improvements and cost minimization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
At&T Global Network Services, Bratislava, Slovakia
2012.11 - Current
- Responsible for leading and executing parts of wider delivery of site level customer projects that bring signed customer contracts into day-to-day production.
- Handling ordering process with workload over 50 orders,
- Updating AT&T internal administrative systems, managing the internal workflow to/from central functions, defining support procedures and have them implemented, handing over the service to the customer and to daily operations
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Worked with over 5 different vendors to schedule daily pickups and weekly deliveries in EMEA region, primary support to UK, ITA, IRA,
- Cultivated effective and positive working relationships with lucrative clients through on boarding, initial training and ongoing support.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
Sales Assistant
ZARA UK, LONDON, UK
2009.11 - 2012.09
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Established rapport with customers using active listening and interpersonal skills.
- Fielded customer questions to share information about products, availability, and pricing.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Prioritized helping customers over completing other routine tasks in store.
Administrator
Poradca podnikateľa, Ltd, Žilina, Slovakia
2007.07 - 2008.05
- Maintained personnel records and updated internal databases to support document management.
- Entered and maintained departmental records in company database.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database
Emergency Medical Dispatcher
Rescue system Slovakia, Ltd, Žilina, Slovakia
2002.11 - 2004.04
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action
- Followed established protocols for professional handling of emergency situations
Education
Master Degree – 2. Level (Ing.) - Faculty of Operations And Economics of Transport A
University of Žilina
Žilina05.2009
High School Diploma -
Secondary School of Health Care
Žilina05.2002
Skills
- Project Planning
- Schedule Coordination
- Carrier Negotiations
- Daily Operations Management
- Client Needs Assessment
- Project Implementation
Certification
- CM - Certified Manager Certification
Additional Information
· loyal to company I am working for, responsibility, and ownership,
· wiliness, ability and habit to work for do anything to be asked, flexible and ambitious,
· excellent communication skills, empathy,
· representative appearance,
· team working spirit based on mutual respect
Languages
Slovak
Native language
English
Advanced
C1
Welsh
Beginner
A1
Timeline
Service Delivery Manager
At&T Global Network Services, Bratislava, Slovakia
2012.11 - Current
Sales Assistant
ZARA UK, LONDON, UK
2009.11 - 2012.09
Administrator
Poradca podnikateľa, Ltd, Žilina, Slovakia
2007.07 - 2008.05
Emergency Medical Dispatcher
Rescue system Slovakia, Ltd, Žilina, Slovakia
2002.11 - 2004.04
Master Degree – 2. Level (Ing.) - Faculty of Operations And Economics of Transport A
University of Žilina
High School Diploma -
Secondary School of Health Care
- CM - Certified Manager Certification
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