Marta Pavelková
Dublin
Summary
Results-driven Customer Operations Professional with expertise in team leadership, people management, and cross-departmental coordination. Led teams to achieve objectives while enhancing customer service and training initiatives. Strong communicator focused on collaboration and continuous improvement to drive organisational success.
Overview
4
4
Languages
5
5
years of professional experience
Work History
Customer Operations Specialist
AIB
Dublin
05.2026 - Current
- Managing inbound and outbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handling high-volume telephone calls to address and resolve customer queries.
- Providing B2C phone support to end customers and communicating internally across the organisation
- Resolving complex customer queries while maintaining a high level of service and satisfaction
- Addressed customer service enquiries promptly and with precision.
- Assisting customers with product-related questions, feedback and complaints.
- Supporting clients experiencing financial difficulty with a professional and empathetic approach
Customer Care Team Leader
Twisto Payments
Prague, Czech Republic
03.2025 - 03.2026
- Managing and supporting a team of 19 people
- Monitoring team performance against KPI and SLA targets and reporting results to management
- Preparing daily reports and communicating operational performance and issues
- Conducting weekly quality evaluations of phone calls, live chats and emails, providing feedback
- Developing and implementing training programmes for new hires, enhancing team proficiency and customer satisfaction.
- Participating in recruitment and training of new colleagues
- Creating team shift schedules and set OKRs for the team and myself
- Maintaining productive environments focused on providing quality customer service, and upholding company reputation.
- Working closely with Sales, Risk, Legal, Marketing and other departments
- Identification and reporting of bugs and operational complications
Customer Care Team Leader
Packeta Group
Prague, Czech Republic
09.2022 - 03.2025
- Managing and supporting a team of 11 people
- Participation in recruitment and onboarding, training new colleagues
- Overseeing SLA and KPI compliance and preparing regular reporting presentations
- Assisted in managing foreign trade operations
Assistant Manager (book store)
Internet–Handel
Prague, Czech Republic
07.2021 - 07.2022
- Organising and monitoring the work of approximately 50 booksellers
- Creating shift schedules for 10 branches (8 in Prague, 2 outside Prague)
- Conducting job interviews and training new employees
- Supporting smooth store operations, ordering assortment for book store and everyday supplies
- Assisting with opening of new stores outside Prague
- Facilitating communication between staff and senior management, acting as a point of contact.
- Providing online customer support by email
- Working on classification of book genres for the e-commerce store
Education
PhD - Folkloristics
Charles University
Prague11-2025
Mgr. - Ethnology
Charles University
Prague01-2017
Bc. - Social and Cultural Anthropology
University of West Bohemia
Pilsen01-2015
Skills
- Complex query resolution
- Customer satisfaction
- B2C & B2B communication
- KPI & SLA monitoring
- Performance monitoring
- Reporting
- Team leadership
- Team coordination
- Training new colleagues
- Interviewing
- Recruitment support
- Quality feedback
- Workflow coordination
- Written & verbal communication
- Stakeholder cooperation
- Cross-department cooperation
- Multi-tasking
- Problem solver
- Creative thinking
- Conflict-sensitive communication
- Administration
Languages
Czech
First Language
English
Proficient
C2
German
Beginner
A1
Spanish
Beginner
A1
Timeline
Customer Operations Specialist
AIB
05.2026 - Current
Customer Care Team Leader
Twisto Payments
03.2025 - 03.2026
Customer Care Team Leader
Packeta Group
09.2022 - 03.2025
Assistant Manager (book store)
Internet–Handel
07.2021 - 07.2022
PhD - Folkloristics
Charles University
Mgr. - Ethnology
Charles University
Bc. - Social and Cultural Anthropology
University of West Bohemia