IOS
Zuzana Mlcochova
Customer Care Specialist
Valby
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
I was part of a team of 8 employees who won Best Customer Service Award at Rocky Mountain Chocolate Factory for year 2013 from over 300 stores from all over the USA. I was appointed a floor and staff supervisor in Organic Supermarket, Dublin, Ireland for my calm approach to stressful situations and always positive attitude towards work, employees and customers. Most of my work is very customer care oriented and I genuinely enjoy working with customers and staff alike.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Restaurant Assistant Manager
Sticks'n'Sushi
10.2021 - 12.2024
- Oversaw daily floor operations, ensuring optimal service delivery and adherence to quality standards, enhancing customer satisfaction.
- Trained and mentored staff on best practices, fostering a collaborative environment that improved team performance and efficiency.
- Developed and enforced operational procedures, resulting in a safer work environment and minimized incidents during busy hours.
Customer Care Specialist
Zalando SE
11.2019 - 09.2021
- Resolved customer inquiries efficiently, contributing to improved customer satisfaction and loyalty within the service department.
- Utilized CRM systems to track customer interactions and feedback, improving response times and service efficiency.
- Delivered exceptional customer service by resolving inquiries and complaints, enhancing overall customer satisfaction and loyalty.
Barista, senior staff
Cafe Pav
05.2019 - 09.2019
- Prepared and served a variety of beverages, ensuring consistent quality and adherence to safety standards.
- Maintained cleanliness and organization of the workspace, contributing to a welcoming environment for customers.
- Assisted in training new baristas, sharing best practices and enhancing team performance and service efficiency.
Massage Therapist, Admin, Client coordinator
The Samadhi Centre
07.2015 - 12.2018
- This job included training in India for two weeks which was incredible experience for me
- Provided comprehensive therapeutic massage services, enhancing client relaxation and overall well-being through personalized treatment plans.
- Coordinated client scheduling and communications, ensuring efficient service delivery and improved client satisfaction.
Staff Supervisor
The Organic Supermarket
07.2016 - 10.2018
- Led a team of staff to optimize customer service processes, significantly enhancing operational efficiency and customer satisfaction.
- Developed and implemented training programs for new staff, improving employee retention and performance metrics across the department.
- Coordinated inventory management systems, reducing stock discrepancies and ensuring product availability for customer needs.
- Analyzed sales data to forecast demand, enabling proactive adjustments to inventory levels and minimizing waste.
Barista
Urbanity Coffee
09.2017 - 02.2018
- Prepared high-quality coffee beverages, ensuring consistency and adherence to standard recipes, enhancing customer satisfaction.
- Maintained cleanliness of workstations and equipment, promoting a safe and inviting environment for customers.
Confectioner, Staff trainer, Senior staff
Rocky Mountain Chocolate Factory
06.2011 - 04.2014
- Trained and mentored new staff on confectionery techniques, enhancing team efficiency and product quality.
- Developed and implemented training programs for staff to improve operational workflows and customer service skills.
- Oversaw daily production activities, ensuring adherence to quality standards and safety protocols to maintain operational integrity.,
Education
Bachelor Degree - Film Studies
Masaryk University
Brno, Czech Republic01.2012
Skills
Staff training
ADMIN
I have worked in several jobs on the senior staff positions with administrative responsibilities: Supply ordering, dealing with suppliers, financial responsibilities, including counting patty cash and the gross of the day and depositing money in banks. I dealt with customer/clients via phone, emails and texts, handling appointments and solving issues with customers orders or simply helping them in general on how system in that given employment works.
Software
Windows
Timeline
Restaurant Assistant Manager
Sticks'n'Sushi
10.2021 - 12.2024
Customer Care Specialist
Zalando SE
11.2019 - 09.2021
Barista, senior staff
Cafe Pav
05.2019 - 09.2019
Barista
Urbanity Coffee
09.2017 - 02.2018
Staff Supervisor
The Organic Supermarket
07.2016 - 10.2018
Massage Therapist, Admin, Client coordinator
The Samadhi Centre
07.2015 - 12.2018
Confectioner, Staff trainer, Senior staff
Rocky Mountain Chocolate Factory
06.2011 - 04.2014
Bachelor Degree - Film Studies
Masaryk University