Open to opportunities

Lenka Kollarova

@lenkakollarova

Message

Customer-focused service professional with 7+ years delivering first-contact resolution and high-accuracy support.

United Kingdom

Message

What I'm looking for

I’m looking for a remote-ready customer service role where I can own cases start to finish, deliver first-contact resolution, and support customers with empathy and accuracy—working with teams that value standards, clear communication, and continuous improvement.

I’m a customer service professional with 7+ years owning customer relationships end to end—from first contact to resolution. I take full responsibility for complex enquiries while staying calm, accurate, and accountable under pressure.

I’m recognised for clear, empathetic communication and sound judgement on sensitive issues. I’m comfortable handling high-volume customer interactions across phone, email, and face-to-face, with a strong written approach for email and real-time support environments.

In my most recent role as an Account Manager (Brand Concession – Sisley Paris UK), I’ve led on-site customer service standards and after-sales support inside a strategic retail partnership. I resolved the majority of enquiries at first point of contact and maintained disciplined CRM accuracy and reliable follow-up.

I also built and led service capacity as a Department Team Manager (Primark), coaching a team of 8–12 and stepping into duty cover during peak periods. I bring a proactive, buddy-minded, ownership-led approach—paired with practical product and policy knowledge and strong CRM discipline—so customers experience consistency and fairness.

Experience

Work history, roles, and key accomplishments

Account Manager (Sisley Paris)

John Lewis

Mar 2023 - Jun 2026 (3 years 3 months)

On-site lead at John Lewis for the Sisley Paris UK brand concession, owning customer relationships, service standards, and after-sales support end to end. Handled high volumes of customer interactions (495 logged) while maintaining accurate CRM records and resolving most enquiries at first contact.

Email CRM Accuracy And Customer Data Discipline Smile CRM Microsoft Office

Department Team Manager

Primark

Nov 2022 - Mar 2023 (4 months)

Supported a high-volume department at Primark by resolving customer and service issues at the point of contact while maintaining standards under pressure. Led and coached a team of 8–12, delegating tasks and stepping into duty cover during peak periods.

Point Of Contact Resolution Delegators Duty Cover Empathetic Communication Under Pressure Microsoft Office

Account Manager (Luxottica)

John Lewis

Jul 2020 - Nov 2022 (2 years 4 months)

On-site account manager for Luxottica brands within John Lewis (Oxford), resolving escalated customer queries and complaints across multiple stakeholders. Maintained high operational accuracy with careful variance investigation and 100% reporting accuracy, and managed scheduling, attendance, and approvals to keep the team resourced.

Sound Judgement For Sensitive Enquiries CRM Accuracy And Customer Data Discipline Scheduling Stakeholder Management

Sales Associate (Luxottica)

Luxottica / Sunglass Hut

Dec 2018 - Apr 2020 (1 year 4 months)

Provided customer support for Luxottica / Sunglass Hut, focusing on understanding customer needs and resolving enquiries efficiently in a fast-paced environment. Supported day-to-day enquiries to help ensure smooth daily operations.

Needs Based Customer Support