Summary
Overview
Work history
Education
Skills
Websites
Languages
Affiliations
Accomplishments
Timeline
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Milada Sotkova

Milada Sotkova

Budapest

Summary

Experienced business operations professional with a focus on improving organisational performance. Able to drive operational efficiency and productivity by leveraging unique skills in strategic planning, process optimisation and problem solving. Team-focused individual as well as highly independent, flexible, adaptable and able to use my own initiative. Proactive and productive under pressure to complete tasks to high standards within deadlines.

Overview

11
11
years of professional experience
6059
6059
years of post-secondary education

Work history

European Business Operations Associate

Deliveroo
London
01.2022 - 06.2025
  • Provided operations, payment processing, onboarding and compliance support
  • Worked closely with payments systems to investigate and resolve transaction related issues
  • Escalated complex queries or payment discrepancies to relevant internal team, ensuring timely resolution
  • Ensured the contractor documentation complies with policies and legislation.
  • Monitored performance against key KPIs and adhering to strict SLAs for response and resolution times
  • Facilitated training, onboarding and ongoing support for new starters and contractors
  • Managed projects and quality assurance, identifying opportunities for process improvement.
  • Tools used: Salesforce, Workforce, Fountain, Zendesk, Citibank, Slack.

Project Support Associate - Audit and Assurance

Deloitte
Cardiff
10.2019 - 01.2021
  • Contributed to managing and organising audits using various software packages and internal systems
  • Worked with client teams, including procurement centres in globally
  • Maintained updated audit and project documentation to ensure traceability and accountability
  • Planned projects, scheduling meetings and taking minutes
  • Researched data and updating files, dealing with confidential data
  • Handled sensitive data
  • Liaised with different departments for smoother execution of projects

Airport and Hotel Service Representative

Thomas Cook & TUI
04.2018 - 09.2019
  • Provided excellent customer service as a company representative.
  • Liaised with business partners, management and administration.
  • Responded to queries and provided information.
  • Resolved complaints and followed up to ensure customer satisfaction.
  • Achieves sales targets by promoting stakeholder services.
  • Built lasting relationships with clients through customer service interactions.
  • Resolved customer concerns promptly to maintain satisfaction.

Customer Service Assistant to Shift Leader

Tesco
Cardiff
11.2016 - 03.2018
  • Provided excellent customer service by responding to customers' needs.
  • Managed time efficiently during peak hours to limit customer waiting periods.
  • Monitored inventory levels regularly, preventing potential stock-outs or overstocks.

Warehouse Operative

Deliveroo
Chepstow
01.2014 - 09.2016
  • Supported stock control operations from order taking to dispatch
  • Exceeded heavy lifting targets, handling between 1,800 and 2,000 items per day.
  • Collaborated on stock checking routines, provided accurate inventory updates
  • Performed general maintenance tasks around the warehouse, ensured a safe work environment
  • Assisted in logistics planning for seamless transportation of goods

Education

MSc - Human Resource Management

Cardiff University
2020/2020 - 09.2021

BSc - International Business Management

Cardiff University
Cardiff, United Kingdom
2017/2017 - 06.2019

BTEC Level 3 Extended Diploma - Business

Coleg Gwent
Newport
2013/2013 - 06.2016

Skills

  • Administration
  • Data Accuracy
  • Attention to detail
  • Target driven
  • Problem solving
  • Decision Making
  • Project Management
  • Customer Satisfaction
  • Business operations
  • Sales

Languages

English
Fluent
Slovak
Native
Czech
Fluent
Polish
Advanced
Spanish
Intermediate

Affiliations

  • Competitive ballroom and latin-american dancing
  • Travelling
  • Hiking
  • Sports
  • Mindfulness
  • Volunteering

Accomplishments

Poker dealing training completed in Grosvenor's casinos Group (London)

Timeline

European Business Operations Associate

Deliveroo
01.2022 - 06.2025

Project Support Associate - Audit and Assurance

Deloitte
10.2019 - 01.2021

Airport and Hotel Service Representative

Thomas Cook & TUI
04.2018 - 09.2019

Customer Service Assistant to Shift Leader

Tesco
11.2016 - 03.2018

Warehouse Operative

Deliveroo
01.2014 - 09.2016

MSc - Human Resource Management

Cardiff University
2020/2020 - 09.2021

BSc - International Business Management

Cardiff University
2017/2017 - 06.2019

BTEC Level 3 Extended Diploma - Business

Coleg Gwent
2013/2013 - 06.2016

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Milada Sotkova