Experience

2025

Business transformation project – retail, hands-on, processes introduction, best practice implementation, mentoring.

2024

Getting a claims handling system over the line, Leadership and mentoring.

Adopted responsibility for an existing over-running digital transformations project intended to bring efficiencies in claims handling and enabled successful completion, direct and hands-on approach to daily implementation issues, working with technology teams to develop new systems. And leading a customer service division.

2021 – 2024

Heading a division for an international insurance provider and administrator

  • Service Delivery and Operational Support Management with responsibility to all stakeholders, including support of all operational teams:
    • Claims Team, incl. GAP, Services team, Complaints and QA team
    • Local dealer sales teams,
    • Learning & Development Team,
  • Projects and Finance Claims and Clients-related.
  • Liaised with customer stakeholders and senior management to review and improve the sales contract process in line with perceived customer values and operational margins,
  • Produced service reporting, assessment and management programme with a monthly evaluation:
    • Reporting of SLA and KPI results,
    • Root cause analysis (RCA), and Operational change management,
  • Generally building a culture of continual business improvement
  • Team budget management: skill training, recruitment, deployment

2021 – 2021

Start-up health clinic, Prague, Czech Republic

Building, establishing and managing a new operational team to support the start up of a new healthcare business.

2017 – 2020

Property business, Prague, Czech Republic, London, UK

Self-employed management of a modest property portfolio: market analysis, forecasting, margin analysis, taxes, invoices, contracts and revenue collection.

2016

Finalized my dream education in London!

2013

The biggest and ongoing project – first time mother began

2012 – 2013

Oracle Collection Module implementation, a new team establishment.

Establishing a bright new international team here in Prague, covering over 50 markets, defining processes, KPI’s, and Oracle Collections module implementation.  

2011 – 2012

Avaya Call-centre Implementation, leading a local Sales support team

Helping a large-scale national bank to modernise some of its internal helpdesk work flows, reducing opex and improving sales revenue.

2006 – 2010

Oracle i11 implementation, leading a remote international Billing team

Working for a UK based international company, traveling around its branches to standardize billing process and deliver local system requirements for a new billing system.  Dealt with local issues and obstacles to implement Oracle i11.