Experience

Optegra Polska

• Poland
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Experience Manager

  • Aug 2023 - Present



Synevo Poland

• Poland
• Hospitals and Health Care
• 100 - 200 Employee

• Customer Experience Consultant

  • Aug 2023 - Aug 2023

• Head of customer service & experience

  • Feb 2022 - Jul 2023

  Customer journey process coordinator (including mapping); Development, implementation and improvement of Customer/Patient service standards in BDP, call center and social media; Managing the Customer Service Department, Managing the full Customer/Patient communication process (F2F, s/m, satisfaction, feedback, etc.). Managing a team of 16 Customer/Patient relationship experts; Assuring Customer/Patient satisfaction through effective contact management; Coordinating the Customer/Patient service quality survey project such as a mystery shopper, NPS, etc., analyzing the results and implementing improvement measures; Managing complaint processes in coordination with the Medical Department and communicating with Customers/Patients in this regard; Developing strategies to maintain a high level of Customer/Patient service and increase profitability in the B2C segment; Conducting training programs concerning Customer/Patient service skills; Developing training materials and their effective distribution; Managing the existing knowledge base in the form of scripts and project training; Analyzing market potential for introducing new solutions in the sphere of patient service. Cooperating with the GDPR department and the legal counsel on maintaining appropriate internal processes in the sphere of Customer service. Create and develop projects in collaboration with IT, GDPR to improve customer service. Show less



ICC

• Warsaw, Masovian District, Poland

• Customer Service Manager

  • Jan 2019 - Feb 2022

  Manage sales and customer service departments in foreign markets; Managing from 10 to 50 team members; Building service and sales teams / leading the recruitment process; Preparing Customer journey processes (including mapping); Developing, implementing and improving customer service standards; Managing a team operating on sales platforms, min. #Amazon, #Ebay, #Allegro, #Mercadolibre etc.; Creating KPIs; Managing Claims team (end to end); Creating solutions to maintain a high level of customer service and to increase profitability in the B2C segment; Analyzing market potential for implementing new solutions in the customer service sphere. Show less



KTM sels

• Warszawa, woj. mazowieckie, Polska

• Sales and HR coordinator

  • Jun 2016 - May 2018



Aviva Poland

• Poland
• Insurance
• 200 - 300 Employee

• Sales Coordinator

  • Oct 2015 - May 2016

• Internal Trainer

  • Oct 2014 - Oct 2015



Telbridge

• Poland
• Telecommunications
• 1 - 100 Employee

• Coordinator for training methodology and employee development

  • Jan 2012 - Sep 2014

• Training Coordinator

  • Jan 2008 - Jan 2012

• Supervisor

  • Jan 2006 - Jan 2008

• Call Center Agent

  • Sep 2005 - Jan 2006