Project Manager

• Daily management of the core customer experience measurement program – NG ICCA:

NG ICCA (Next Generation International Customer Contact Analysis) is a central program through which 12 European countries of group (Austria, Hungary, Croatia, Czech Republic, Slovakia, Poland, Romania, Greece, Macedonia, Montenegro, Albania and Netherlands) measure customer’s satisfaction and experience with one of the touch-points (customer service, shop, self service, web, other digital channels, technical service, etc). This is all done uniformly across all countries and all channels.
• NG ICCA target achievement result preparation, reported every quarter to all the countries, business partners and ’s Headquarter
• Responsible for further development of opportunities arising from this program, such as impact on retention, increase on sales, improvement of employees’ skills, training & coaching, etc
• Responsible for the internal communication of different activities and achievements of the NG ICCA community (annual conferences, target result publication, different articles, etc) and also for the communication with our countries and the vendor
• Lead different workshops, conferences, calls, meetings with the countries, business partners and vendor
• Research and prepare all relevant documents – entry forms, presentations, short articles – for applying into international business awards with NG ICCA, mainly in Customer Experience or Voice of the Customer categories. Present in front of audiences (up to 300 people) and juries and convince them to choose our program as the winner. Impressive results can be found under the category “Main achievements”
• Prepare and distribute the quarterly Customer Experience Dashboard for our 12 European countries. This dashboard includes the main KPIs related to Customer Experience, which fit to our target picture.

• Prepare new sales representatives by conducting orientation to sales process; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-along with senior representatives.
• Identify training needs by travelling with sales representatives; observing sales encounters; studying sales results reports; conferring with sales managers.
• Develop individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
• Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplish sales training and organization mission by completing related results as needed.
• Prepare explanatory materials on new products, services and pricing.
• Responsible for internal communication to whole sales network. Prepare and send regular newsletters, in alignment with company’s rules and image.
• Participate in extensive User Acceptance Test for new applications/software and products that will be presented or used by the sales network
• Co-prepare promotional activities with Sales Managers, in order to win new customers and retain existing ones
• Prepare scripts to be used in promotional activities
• In-field assistance for promotional activities carried out by Sales Managers
• Train external promoters on company's products, how to approach customers and how to use the scripts

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Other certificate

Certificate of examination in level C1

Certificate of participation in level A2

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