About me

I am an enthusiastic and an empathic person eager to learn new things with set goals and purposes. Being self-motivated makes me go the extra mile. Detail oriented and passionate for good quality of service. Experience has taught me how to build strong relationships within the organization. I find open communication & loyalty essential to a good cooperation - one cannot live without the other.

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Work history

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Head of Merchant OperationsGlobal Payments Europe s.r.o.
Jan 2017Prague, CzechiaFull Time
In charge of operational processes within the Merchant Support and the Master data team in payment technology sphere with services provided in the Czech Republic, Slovakia, Romania, Hungary, Malta and Austria. In this role I have excelled in the following activities. Management experience: - I built and maintained strong and effective relationship with a team of 32 people in 3 countries. They outstand with high performance in meeting the SLA targets in relation to merchants’ claims and merchant data entry, ex. in 2017 over 20 000 inbound merchant claims solved with average of 91% SLA and over 6000 new merchants’ data entered in database with 92% SLA. Team transformation - I established a career path plan – divided the teams by the skill and knowledge level. This boosted the engagement and productivity of the teams, enhanced their skills and helped them visualize their career potential. We reword for well done work those, who really deserve it.This also helped fulfill the company’s mission „Service Driven Commerce“. Budgeting the costs - In collaboration with the Application development we developed a successful web-based Merchant portal to help merchants access their daily overviews of payments and statements with reports sent by e-mail. In this product we implemented a negative balance procedure which monitors and notifies merchants on outstanding debts. This resulted in decrease of merchants’ debts and cut the cost of hiring new employees for debts collection. - In partnership of an external vendor we transformed an aging product line – manual entry of merchants’ data with a modern automated process which helped cut the cost of hiring new employees. Multitasking & coordination - I participated in massive projects running simultaneously in the Czech Republic, Slovakia and Romania which required good time management, deadline success last but not least good adaptability to multinational environment, with wide exposure to various cultures and customs. During this time I coordinated the boarding procedure of over 60 000 POS devices and resolved delicate issues to customize migrated merchants’ solutions. - Provided workshops on our products both internally and externally. - Within the Operations I cultivated the relationship with the subsidiary company Global Payments s.r.o & American Express UK to respond to their business requirements or escalations.
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Merchant Support SupervisorGlobal Payments Europe s.r.o.
Oct 2013 - Dec 2016Prague, CzechiaFull Time
In this role I was awarded by Circle of Excellence – one of the best employees in 2016. Responsible for handling inbound merchants’ claims, by answering their questions regarding missing or duplicated payments or POS machines problems or conveying those to the concerned parties for support. Established solid processes in the team - created Merchant Support Processes guideline with up to date information which helped in conducting trainings for newbies in the team. Supported migration of Erste Hungary portfolio to Global Payments Europe s.r.o. acquisition.

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Skills

• Management Experience
• Multitasker
• Comunication
• Prioritisation
• Leadership
• Feedback
• Rapport Building
• Influencer Engagement
• Quality Control
• Creative

Education

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Air Transport in Toursim for Professional college graduatesUniversity College of Business in Prague
Oct 2013Prague, Czechia
Interruption of study
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First Certificate in English (FCE 1– Exam Course) Pre- Advanced 1British Council School
Jun 2006 - Apr 2006Bratislava, Slovakia

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Awards

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Circle of ExcellenceGlobal Payments Europe s.r.o.
Annual employee recognition program to honor and acknowledge excellence at work oustanding for demonstrating on-going high quality performance, directing people to resources, improving operations, handling difficult situations and assignments well, clear communication, creativity & acting ethically.