Zuzana Martinova

Leading a team of 15 people, providing monthly/individual feedbacks, organization of meetings Implementation of new products such as Customer Care or Baggage handling or new procedures Monitoring of quality, providing coaching and individual training of employees Close cooperation with CRM support and DSS local markets, attending meetings with Middle Management of the company Monthly reports - call amounts, AHT, individual as well as team results, BVA results received on behalf of customer surveys

Close cooperation with the Team Leader, attending monthly meetings, reporting monthly results, monitoring work of individual employees Quality control of calls Providing feedback to colleagues

Assisting VIP customers - revenue and miles award flight bookings, baggage handling (tracing lost luggage, claims & compensations), customer care requests, seat reservations, flight check-in and everything else where the customer needs support before, during and after his trip Back Office - flight calculations, ticket issuance, ticket reissues, refund requests or invoices Air France Saphir - special service for Air France passengers with reduced mobility

Handling incoming customer requests by phone and via email in German and English Assisting customers with flight bookings and rebooking’s, seat reservations and inquiries regarding the Air France, KLM and Delta Airlines Homepage

Organising the time schedule of the CEO for Poldi Hütte, mainly arranging all meetings with clients or employees/managers of the company, as well as preparing monthly statistics of the production and sales. Booking flights, hotels or events for clients coming from abroad. Communication with CEO purely in German, otherwise German, English and Czech used on daily basis, in written and spoken.

Same work experience as for latest employee BlueLink International CZ such as handling incoming customer requests by phone and via email, handling Back office requests such as flight calculations or ticket issues/reissues, car rental, award bookings and communication with different airports and departments. Requests handled mainly in Czech but English as well as German used on daily basis.