Michal Mařík

• Providing technical support for customers and dealers using and/or setting up their MyHonda+ app.
• Providing L2 support for agent escalations about technical issues.
• Supporting dealers in the internal ticketing system (TESS) for car TCU issues.
• Creating training material and providing training for L1 agents related to MyHonda+ app.
• Discussing and explaining feedback with management in regular meetings.
• Analyzing all incoming issues and creating troubleshooting steps in order to resolve them.
• Being in regular contact with other teams responsible for server support via SNOW and Jira for troubleshooting and faster resolution of issues related to MyHonda+ app.
• Helping agents improve their performance with specific instructions related to technical support.
• Mapping the need for training and onboarding programs and initiating these projects.
• Identifying and analyzing network issues and contacting network providers like AT&T and Vodafone in order to resolve issues related to Honda vehicles.
• Reporting support team’s performance to Team Leaders.
• Participating in calibration sessions to maintain consistency in internal evaluations.
• Handling of escalations and providing L2 support for complicated cases that require advanced
troubleshooting.

• Analyzing MyHonda+ logs in order to find bugs and issues.
• Creating tickets (Jira) for developers in order to fix bugs in MyHonda+ app.
• Providing support for other Honda apps and appliances like DSR, My Miimo, e:Progress etc.

• Maintaining and developing internal support and customer support quality standards
• Reviewing a subset of support agents' conversations (calls, emails, chat, etc) in EDM/Qfiniti
• Assessing support interactions based on internal standards
• Accompanying evaluations with meaningful and constructive feedback
• Discussing and explaining feedback with agents in regular meetings
• Analyzing all customer service metrics (CSAT, FRT, IQS) in Power BI/EDM and how the support team's performance affects those KPIs
• Creating strategies to improve support for KPIs
• Helping agents improve their performance with specific instructions and constant support
• Mapping the need for training and onboarding programs and initiating these projects
• Monitoring customer service performance on the agent and team level
• Creating reports that reflect support performance
• Reporting support team's performance to higher-ups
• Participating in calibration sessions to maintain consistency in internal evaluations
• Handling of escalations and providing L2 support for complicated cases that require advanced troubleshooting
• Creating tickets (Jira) for engineers in case serious issue with hardware/software was discovered and needs to be addressed

• Completing detailed reports listing requests for technical assistance in Salesforce, steps taken to resolve them, and the specific dates/individuals involved
• Acting as the initial point of contact for all computer and system-related concerns from customers
• Assisting management in creating training materials pertaining to computer troubleshooting and usage
• Organizing and filing documentation pertaining to warranties and instructional guides for computer hardware
• Remotely analyzing and troubleshooting customer issues
• Booking repairs and/or replacements in case of hardware issues
• Escalating customer complaints to the management
• Attending weekly meetings about new Dell hardware/software releases and trends

• Providing technical assistance and support for incoming queries and issues related to computer systems (Windows), software (MS office tools, Salesforce, SAP, Avaya, Cisco VPN), and hardware
• Walking customer through problem-solving process
• Following up with customers to ensure the issue has been resolved
• Identifying, researching, and resolving technical problems for end users on a variety of issues
• Responding to telephone calls, emails and chat requests for technical support from local and remote customers
• Properly escalating unresolved queries to the next level of support
• Opening, tracking, routing and redirecting tickets in ServiceNow for quick resolution

• Managing large amounts of incoming phone calls, emails and/or social media chats
• Generating sales leads
• Identification and assessment of customer needs to achieve satisfaction
• Building sustainable relationships and trust with customer accounts through open and interactive communication
• Providing accurate, valid and complete information by using the right methods/tools
• Meeting personal targets and call handling quotas
• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
• Keeping records of customer interactions in CRM tools (Salesforce), processing customer accounts and filing documents (MS office tools, Word, Excel etc.)
• Following communication procedures, guidelines and policies

• Researching and sourcing potential clients and building long-term relationships with them
• Persuading prospective clients to engage in a phone conversation and/or meeting to discuss insurance products
• Advising clients on the insurance policies that best suit their needs
• Customizing insurance programs to suit individual clients
• Delivering approved policies to new clients and explaining benefits and risks of the policy
• Reassessing the policy needs of existing clients after life-changing events
• Filling-out and submitting applications, issuing quotes, maintaining client records and preparing reports

• Developing business strategies to raise customers pool, expanding store traffic and optimizing profitability
• Meeting sales goals by training, motivating, mentoring and providing feedback to sales staff
• Ensuring high levels of customers satisfaction through excellent service
• Complete store administration and ensuring compliance with policies and procedures
• Maintaining outstanding store condition and visual merchandising standards
• Reporting on buying trends, customer needs, profits etc
• Proposing innovative ideas to increase market share
• Conducting personnel performance appraisals to assess training needs and build career paths
• Dealing with all issues that arise from staff or customers (complaints, grievances etc.)

• Serving customers by helping them with product selection
• Driving sales through engagement of customers, suggestive selling, and sharing product knowledge
• Resolving customer queries
• Providing outstanding customer service
• Documenting sales by creating or updating customer profile records in office (Excel) and CRM tools (Siebel)
• Managing financial transactions
• Processing payments by totaling purchases, processing checks, cash, and store or other credit and debit cards
• Alerting management of potential security issues
• Assisting with inventory, including receiving and stocking merchandise and helping with store audits
• Keeping clientele informed by notifying them about future merchandise and potential services