Denisa Strnadova
Lucan,Ireland
Summary
A highly motivated professional with a strong focus on customer service and compliance understanding. Fluent in English and Czech, with intermediate German and basic Spanish skills, demonstrating excellent communicative abilities in diverse environments. Proven ability to work effectively under pressure, leveraging process improvement strategies to enhance operational efficiency. A dedicated team player committed to delivering exemplary customer service while continuously seeking opportunities for growth and development within the industry.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work history
Community User Operations Specialist
TikTok
Dublin, Ireland
2024.01 - Current
- Handle variety of client requests and account queries, taking full responsibility for customer requests, resolving problems within predetermined service levels, and elevating complex instances where necessary.
- Using live chat, email, and in-app webform to interact with customers.
- Delivered top quality customer service by addressing client concerns promptly.
- Developed standard operating procedures for increased consistency.
- Conducted thorough market research to inform business strategies.
- Provided detailed feedback on operational processes, contributing to continuous improvement initiatives.
- Implemented organisational policies for smooth costumer service
- Collaborated with team to maintain operational performance aligned with contracted targets and obligations.
- Collaborated with internal teams to streamline cross-functional operations.
- Maintained communication between departments to ensure smooth operations.
Quality Assurance Analyst
TikTok
Dublin
2022.01 - 2024.01
- Assisted in enhancing quality and safety of online content.
Supported leading clients by completing daily targets.
Followed established standards to ensure quality of work.
Demonstrated strong attention to detail and positive attitude.
Gained knowledge of internet technologies and trends.
Participated in projects and discussions on market trends affecting quality.
Contributed to clarification processes aligned with policy.
Provided input on maintaining established norms and processes consistently.
Community Operations Analyst
Covalen Sandyford
Dublin, Ireland
2019.12 - 2022.01
- Assisted in enhancing quality and safety of online content for Czech market.
Supported QA tasks, including retraining agents and organising coaching meetings.
Contributed to various projects to uphold quality standards.
Assistant Manager
The Larder Restaurant, DUBLIN 2
Dublin, Ireland
2015.01 - 2019.11
- Achieved exceptional customer service by resolving enquiries and issues promptly.
Optimized booking processes by efficiently managing incoming calls and seating arrangements.
Enhanced team dynamics through effective supervision of crew and shift leaders.
Delivered high standards of cleanliness and service, resulting in positive customer feedback.
Secured accurate cash management across shifts, contributing to financial accountability.
Elevated team capabilities by training new employees, fostering culture of excellence.
Supervisor
Restaurant Ely Bar & Brasserie, IFSC
Dublin, Ireland
2011.01 - 2015.01
- Oversaw service preparation and ensured smooth operations.
Managed station allocations and effectively delegated tasks.
Developed training programmes for staff to enhance skills.
Conducted staff briefings to align on daily objectives.
Supervised cash handling and maintained accurate daily summaries.
Participated in wine tastings to inform beverage selections.
Enhanced customer care standards and resolved issues.
Created staff rosters to optimise team performance.
Streamlined reservation management to improve guest experience.
Education
Bachelor's degree - Economics
Prague
Czech Republic 2000.09 - 2004.06
Skills
- LANGUAGES
- Czech - Native
- English - Fluent
- German - Intermediate
- Spanish - Elementary
- OTHER
- Customer focused
- Compliance understanding
- Process improvement strategies
- Ability to work within high pressure environment
- Exemplary customer service
- Team player
- Excellent communicative skills
- Highly motivated and ability to take initiative
Timeline
Community User Operations Specialist
TikTok
2024.01 - Current
Quality Assurance Analyst
TikTok
2022.01 - 2024.01
Community Operations Analyst
Covalen Sandyford
2019.12 - 2022.01
Assistant Manager
The Larder Restaurant, DUBLIN 2
2015.01 - 2019.11
Supervisor
Restaurant Ely Bar & Brasserie, IFSC
2011.01 - 2015.01
Bachelor's degree - Economics
Prague
2000.09 - 2004.06