Barbora Hranáčová
Brno
Summary
Results-driven Client Support Specialist and Project Manager with over 8 years of experience in the IT sector. Adept at managing complex projects while ensuring high levels of client satisfaction and service quality. Proven track record in coordinating cross-functional teams, analyzing service performance metrics, and facilitating effective communication between stakeholders. Highly skilled in project planning, risk management, and delivering actionable insights through detailed reporting. Multilingual communicator with strong interpersonal skills, dedicated to building lasting client relationships and optimizing service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Associate in Project Management
Kyndryl
09.2024 - Current
T&T Project manager
IBM
03.2017 - 08.2018
- Assist senior project manager in planning and executing T&T project, ensuring alignment with business objectives.
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Maintain detailed project documentation, schedules, risk logs, and status reports.
- Coordinate with various teams to gather requirements, track progress and ensure timely completion of project tasks.
- Conduct risk assessments and support the development of mitigation plans.
- Facilitate communication between stakeholders to ensure clarity and alignment on project goals and deliverables.
Spanish Teacher
Selfemployment
01.2009 - 01.2018
- Private classes of Spanish for several clients.
Service Level Manager
IBM
03.2016 - 03.2017
- Monitor service performance metrics to ensure compliance with SLAs.
- Manage regular service reviews with client to assess satisfaction levels and identify areas for improvement.
- Establish good relationships with client through communication and effective issue management.
- Coordinate with technical teams to address and resolve service issues and lead root cause analysis for service failures and implement corrective actions to prevent recurrence.
- Develop and deliver comprehensive performance reports to senior management and stakeholders.
- Implemented continuous improvement processes, resulting in significant enhancements to service quality and delivery times.
Report quality analyst
IBM
09.2015 - 03.2016
- Sharepoint administration and maintenance.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
Focal Point for Reporting Team
IBM
03.2014 - 09.2015
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Check of the quality and efficiency of service provided.
- Leading and coordinating of team members.
- Troubleshooting on daily basis.
- Preparing the documentation and skill matrix for new projects.
- Developing and implementing of training programs for new team members, improving overall staff competency levels.
Service Coordinator for Reporting Team
IBM
10.2013 - 03.2014
- Manual and automated preparation of reports.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
Financial Consultant
Partners Financial Services a.s.
09.2012 - 10.2013
- Establishing effective relationship with the client
- Developing of customized financial plans for clients, addressing investment, tax and retirement planning needs
- Manage existing portfolios
- Provide risk management advice with the diverse mitigation possibilities
- Leading classes, educating and training of new colleagues.
Education
Mgr. Et Mgr. - Spanish Philology, Literature And Pedagogy
Masaryk University
Brno, Czech Republic2011
Bc. - Spanish Philology
Masaryk University
Brno, Czech Republic2009
Bachiller Español -
Classic And Spanish Institute
Brno, Czech Republic2005
Skills
- Experienced in planning, executing, and documenting project tasks
- Proficient in risk assessment and developing mitigation strategies
- Strong background in coordinating cross-functional teams to ensure project alignment and completion
- Expertise in monitoring service performance metrics and ensuring SLA compliance
- Skilled in conducting regular service reviews and managing client relationships
- Quality Assurance: ability to analyze report quality and implement improvements
- Experienced in leading teams to troubleshoot and enhance reporting processes
- Effective facilitator of communication between stakeholders to maintain clarity on project goals
- Strong relationship-building skills with clients and team members
- Experienced in educating and training new team members
- Skilled in preparing documentation and creating skill matrices for project onboarding
Project Management:
Service Level Management:
Communication & Stakeholder Management:
Training & Development:
Certification
- ITIL Foundation Certificate in IT Service Management, PEOPLECERT, 03/01/17
- Project Management Orientation, IBM, 2017
- Understanding WWPMM, IBM, 2017
- Project Management Fundamentals, IBM, 2017
- Project Management Fundamentals, Kyndryl, 2024
- Project Management Intermediate, Kyndryl, 2024
Languages
Czech
Native language
Spanish
Proficient
C2
English
Advanced
C1
Italian
Upper intermediate
B2
Certifications and Trainings
- ITIL Foundation Certificate in IT Service Management (PEOPLECERT, 03/2017)
- Project Management Fundamentals (IBM, 2018)
- Agile in Project Management (Kyndryl, 2024)
- Project Management Intermediate (Kyndryl, 2024)
- Starting with IFRS (Kyndryl, 2024)
Timeline
Senior Associate in Project Management
Kyndryl
09.2024 - Current
T&T Project manager
IBM
03.2017 - 08.2018
Service Level Manager
IBM
03.2016 - 03.2017
Report quality analyst
IBM
09.2015 - 03.2016
Focal Point for Reporting Team
IBM
03.2014 - 09.2015
Service Coordinator for Reporting Team
IBM
10.2013 - 03.2014
Financial Consultant
Partners Financial Services a.s.
09.2012 - 10.2013
Spanish Teacher
Selfemployment
01.2009 - 01.2018
Mgr. Et Mgr. - Spanish Philology, Literature And Pedagogy
Masaryk University
Bc. - Spanish Philology
Masaryk University
Bachiller Español -
Classic And Spanish Institute
Similar Profiles
Aaron LujanAaron Lujan
Associate Director of Customer Success at KyndrylAssociate Director of Customer Success at Kyndryl
Sai Krithika RSai Krithika R
System Administrator at KyndrylSystem Administrator at Kyndryl
Nadzimushsyahar Bin Mohd HalelNadzimushsyahar Bin Mohd Halel
Deskside Support Engineer at KyndrylDeskside Support Engineer at Kyndryl