Marek Cerevka

Account management, sales

Active telesales for small business segment for Germany and Austria. Support with IT solutions, offer creation managing the order process, customer relationship management. Identifying big solution/customer opportunities and support with the whole IT equipment and network for SMB segment.

As a part of PR/marketing/customer care department of a private health care chain responsible for reception desks and call center. Covered transfer into a new call center provider, developed and mapped processes, created knowledgebase in form of intranet. In responsibilities retail sales acquisition, assessment of the receptions desks and call center agents, call center results, sales goals etc.

Coach and trainer for Germany/Austria/Swiss/Czech/Slovakia/Poland/Emerging countries market. Side by side coaching, behavior coaching, on the job trainings, implementing of new processes, remapping processes, communication with EMEA Quality and appropriate actions, general trainings (tools, processes, procedures). Responsible for callcenter transition and standardization of support into Bratislava business center ( SK/CZ/PL )

Customer care commercial segment ( customers with about 500 empl. ). Training and coaching initiatives and follow up. Process improvement and mapping. On the job training, handling skills, calls listening and improvement steps, 1to1 feedbacks, quality improvement etc.

Implemented the logistics position and responsibilities for logistic department in the commercial customer care. Responsible for logistics reports and logistics duty box, managing communications between the customer care agents and logistic partners as well as customers.

Customer care agent for commercial segment for Germany/Austria. Communication with customers, direct handling and clarifying all customer issues.Contact person for all types of customer queries such pre-delivery, in transit, after-delivery - missing-wrong-damaged trough phone or E-mail.