Vojtech managed a 120-person customer service division in Bangalore, India for Goodbay Technologies, providing support for companies in Europe, Asia, and America. At EY, he has focused on designing data collection and analysis processes to develop retail strategies and understand customer behavior and churn potential. Vojtech led a project analyzing data to improve management of an automotive dealer network and has developed predictive customer churn models for a P&U company based on past behavior and other factors.

1. ► At Goodbay Technologies, Vojtech ran about 120 people
strong division of a shared center in Bangalore, India,
providing customer support ,customer experience and
product quality analyses for companies in Europe, Asia
and America.
► Vojtech optimized customer experience for the supported
companies by redesigning their CRMs, proactively
finding weaknesses in client’s services and suggesting
solutions before they grew into large problems, frequently
communicating with clients to align priorities and address
urgent issues
► He created new quality control procedures and
implemented customer surveys to make the service
responsive to customers’ needs
► He analyzed which types of problems or communication
patterns lead to most complaints to plan intervention
► Vojtech designed and implemented new leadership
structure to ensure responsibilities and incentives were
always assigned, and the right person was making
decisions
► He analyzed which types of solutions lead to one time
resolution of customers problems and created new
standard troubleshooting and problem solving
procedures based on this
► Vojtech hired and trained customer service executives
and supervisors and designed incentive schemes and
continuous learning programs for them to drive quality
► Consultant withinPerformance Improvement service line –CustomerExperience
and data analytics
► Responsibleformarketsegmentation,developing customerchurn models,
analyzingcustomerloyalty and shopping behavior, developing retail strategies
and dealermanagement strategies,and designingdatacollectionand analysis
processes
► Vojtech joined EY in2015 and isbased inPrague
► Vojtech graduated fromthe UniversityofChicago inEconomics and studied
internationalrelations forone year at the Moscow State InstituteofInternational
Relations(MGIMO)
► Vojtech speaks Czech, Englishand Russian,and has intermediateknowledge of
Arabic
► Vojtech joined EY in Prague as a Consultant after
working as an Operations Manager for Goodbay
Technologies in Chicago and Bangalore
► At EY, Vojtech has focused on designing data collection
and analysis processes, identifying segments in the retail
market and analyzing customer behavior within these
segments in order to develop retail strategies,
understand customers’ churn potential, finding maturity
of products and identify areas with high potential return
on investment
► Vojtech lead a project focused on data collection and
analysis in the automotive, with the ultimate goal of
improving the management of the dealer network by
better understanding the drivers of profitability and
creating an IT tool enabling data driven decision making
throughout the company
► He has developed predictive customer churn models for
P&U company based on past behavior, demographic and
geographic data, communication patterns,
macroeconomic factors and competitors’ activity
► Vojtech has identified shopping behavior patterns based
on the product mix, timing of shopping, geographical
factors, payment type and other factors in order to show
the need of more individualized retail strategy
► Vojtech has used various analytic tools to work with and
clean large data, including SPSS Statistics, SPSS
Modeler, R, Spotfire, Tableau, Excel, Vim Editor
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Vojtech Cermak
Consultant inAdvisory–Performance Improvement
Tel +420 225 336 262
Mobile +420 720 108 558
Email Vojtech.Cermak@cz.ey.com
Background Professional experience
Skills
► Market Segmentation
► Customer Loyalty and Churn Analysis
► Shopping behavior analysis
► Dealership network management analysis
► Big Data Analysis (SPSS, R, Spotfire, Vim)
► Shared Service Center Management
► CRM optimization and redesign
► Leadership and incentive structure design and
implementation
► Customer experience and quality control management
► Project management