Ivan Skorup

Led client experience and service operations across multiple departments, ensuring seamless delivery, proactive communication, and high satisfaction rates. Used data insights and structured operational workflows to enhance quality, remove friction, and improve long-term client outcomes.

Key Responsibilities

• Acted as primary point of contact for client issues, managing escalations, expectations, and follow-up communication.
• Conducted ongoing performance reviews using KPI dashboards to identify trends, risks, and opportunities for improvement.
• Analyzed customer feedback from multiple digital platforms and converted insights into actionable improvements.
• Collaborated cross-functionally with operations, guest services, and leadership teams to deliver consistent client outcomes.
• Standardized workflows using digital tools and created clear processes to support scalable, predictable service delivery.
• Coached and developed teams to improve communication, efficiency, and client satisfaction.

Key Achievements
• Increased overall client satisfaction by 80%
• Grew revenue by 25% YoY through improved experience and upselling strategies
• Enhanced digital feedback scores across all major platforms
• Reduced friction in customer journeys by improving operational workflows

Managed daily customer operations, engagement, and issue resolution across three outlets, ensuring service quality and positive customer relationships.

Key Responsibilities

• Built strong relationships with repeat customers and resolved escalations with empathy and professionalism.
• Analysed customer sentiment trends and implemented improvements to enhance satisfaction and retention.
• Managed scheduling, deadlines, and workflow coordination to ensure reliable service delivery.
• Supported team communication and alignment across multiple functions.

Key Achievements
• Raised customer satisfaction by 50%
• Increased revenue by 15% through improved customer experience strategy
• Improved operational efficiency and communication across teams

Supported high-touch client operations within a luxury environment, managing expectations, communication, and service delivery for both individual and large-scale clients.

Key Responsibilities

• Provided personalized support to VIP guests, ensuring seamless delivery and rapid issue resolution.
• Coordinated closely with leadership and operational teams to ensure service standards were met.
• Tracked performance metrics and customer feedback to identify improvement opportunities.
• Trained staff on communication, service excellence, and client interaction best practices.

Key Achievements
• Strengthened service consistency across all outlets
• Improved satisfaction and reduced client friction
• Supported revenue and engagement improvements through better service delivery

Designed and developed websites while managing client communication, expectations, progress updates, and post-launch support.

Key Responsibilities

• Managed end-to-end client relationships from project scoping to delivery and follow-up.
• Translated client requirements into digital solutions aligned with usability and performance standards.
• Provided ongoing updates, communicated timelines, and ensured client satisfaction throughout the project.
• Used analytics insights to make improvements and guide client recommendations.

Key Achievements
• Increased client engagement and satisfaction through structured updates and clear communication
• Delivered multiple successful digital projects with strong usability and performance
• Strengthened SEO, UX, and digital skills relevant to modern client success roles

Key Responsibilities

• Delivered multi-channel customer support (phone, chat, email) with a focus on service quality and empathy.
• Logged customer issues, escalated when necessary, and ensured timely follow-up.
• Supported digital communication and minor UI enhancements.
• Analyzed feedback to recommend experience improvements.