Katarína Kovanova

I am for leading and developing a customer oriented team to ensure the efficient delivery of customer solutions, fostering a high-performance culture, and maintaining strong stakeholder relationships. This role involves recruiting, training, and mentoring team members, setting performance objectives, and providing ongoing feedback to optimize team productivity. Additionally, I handle escalations, complex and critical situations, I review and enhances processes to improve efficiency, and focus on boosting team motivation and engagement. I am also responsible for monitoring and maintaining key KPIs to ensure service quality and operational excellence. Regular performance reviews and targeted coaching are conducted to ensure continuous improvement, while collaborating with cross-functional teams to align operational goals with customer needs, drive process improvements, and ensure adherence to service level agreements. Strong leadership, communication, and problem-solving skills are essential to motivate the team, resolve issues proactively, and deliver exceptional customer satisfaction.

• Supported the team with effective workload distribution
• Escalations and complex situation problem solving
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Maintained positive customer relationships to enhance customer loyalty and sales
• Enhanced customer satisfaction with timely and accurate issue resolution.
• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Handled customer queries quickly and professionally to restore customer confidence and prevent loss of business.
• Enhanced company reputation by providing exceptional customer service and support.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Supported UKI market - LE, Public, Direct, Global as well as channel partners & resellers

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.

• Supported the development of environmentally responsible corporate policies that aligned with international standards and guidelines.
• Reduced company''s carbon footprint by implementing sustainable practices in daily operations.
• Streamlined waste management processes, leading to significant cost savings for clients.
• Completed analytical testing to determine environmental compliance for waste streams.
• Evaluated existing energy consumption patterns, identifying opportunities for improved efficiency and cost savings for clients.
• Performed environmental site assessments and provided remediation recommendations.