Irena Pražanová

• Assisted users with IT support via email, chat, and phone, enhancing user satisfaction.
• Served as point of contact between team lead and client, ensuring effective information exchange.
• Provided training to L2 teams transitioning from other ticketing platforms to ServiceNow.
• Acted as the first point of escalation for client issues.
• Conducted quality check on team's performance, identifying improvement opportunities.
• Recognised gaps in processes and opportunities for improvement.
• Created and maintained knowledge base articles to keep information current.
• Facilitated knowledge transfer remotely before taking over services in Spain.

Managed budgeting and negotiated prices with service providers, optimising costs and improving service delivery.

• Coordinated reservations for accommodation, restaurants, guides, tickets, and transport for tourists visiting Central Europe, ensuring seamless travel experiences.
• Developed customised tour and stay offers based on client requests, enhancing client satisfaction and engagement.
• Visited Spain to meet clients and attend travel fairs, building relationships and promoting services.