Nikoleta Kollárová

About

Experienced graphic designer and manager for customer service with a passion for delivering high-quality work in those industries. Skilled in creating graphic designs, reaching KPI’s and making customer satisfied. I bring a creative and results-driven approach to every project. I thrive in collaborative environments and am committed to helping clients achieve their goals with innovative solutions. Ready to bring my expertise to your next project

Experience

• Customer Service · Telus International01-01-2020 – 12-01-2020

  Work for a customer service provider (call center).The agent's work included to ensure – quantitatively and qualitatively – optimum customer care and service by telephone and in written form, professional information and complaint management, achievement of the companies and project-specific objectives, customer retention by ideal communication or even technical support, solving issues and complaints with clients according defined procedures... In this position I gained a methodical competencies_ solution-oriented working, accuracy, proactive behaviour and rapid apprehension.

• Team Support · Telusinternational01-01-2021 – 11-01-2021

  Work for a customer service provider (call center). In the end of my first year in this company, I've got promoted for role as a Team Support, where my job was to supporting call center agents in their daily business, support or taking over team steering, taking care over quality assurance, input-giving and assistance of superiors, regular reporting, daily operations management, trainings for new employees, ad-hoc trainings etc. This positions helped me to improve my proactive behaviour, openness and courage for development of processes, sense of responsibility, able to prioritise and working structured.

• Team Manager · Telusinternational11-01-2021 – 03-01-2023

  In charge to target achievement – achieve computable and optimum service level with given resources, motivation of 40 plus employees, Assistant and representation of the PM but also communication with representatives of our business partner on a daily basis, implementation and development of new processes, setting up the targets for TS, shift planning of CSRs and also reports on daily, weekly and monthly basis. I learned and improved a lot of abilities: ability of decision, ability to assert oneself, co-worker and own motivation, creativity, keeping of balance even if I am working under pressure, realise own strengths and weaknesses and work on it. Thats also why I think I am right for this position

• Customer Experience Specialist · Eviso SK s.r.o03-01-2023 – 06-01-2024

  In my role as a Customer Experience Specialist, I served as a crucial liaison between the business and the call center teams, ensuring that customer feedback, insights, and evolving needs were accurately communicated to drive strategic improvements. My responsibilities included analyzing customer service metrics, identifying trends, and collaborating closely with business stakeholders to implement initiatives that enhanced the overall customer journey. This role required a deep understanding of both customer needs and business goals, along with strong skills in communication, problem-solving, and project management.

Education

• Hotel Academy and TourismDis, Turism, Managment

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