jana nedělová

Leading and managing a team fo Customer Service agents to ensure best-in-class standartds in DHL’s tracking and tracing services. Managing Root cause customers’ claims and complaints and ensure that they are dealt with expeditiously and satisfactorily. Managing insurance contracts. Creation and implementing the procedures for handling and resolving traces in accordance with DHL policies and country specific requirements and thereafter ensure compliance by trace staff via Quality Audit.

Leading and managing a team of Customer Service Agents in the 14 branch office. Managing Root cause customers’ claims and complaints and ensure that they are dealt with expeditiously and satisfactorily. Managing insurance contracts.

Lead, motivate and supervise CS Agents to ensure that all Customer requests are answered promptly, in a of consistent quality and in accordance to stipulated performance standards

Managing of group of partners and support for their bussines, leading our relationships. Active sales new produts our company, up sell. Payment controls. Analysis claims ratio our products, business chanels and customers.

* Management transport department * Responsibility for transport to other countries, our pick-up points and our customers in Czech and Slovak republic. * Analyze and optimize prices, proceses, services, qualities, claims * root of cause. Comunicate with transport partners. * Personal management * Reporting * Control costs, check invoices * Planning costs to all transport and our department