Experience

Deviniti

• Poland
• IT Services and IT Consulting
• 200 - 300 Employee

• IT Project Manager

  • Jan 2022 - Present



Allianz Insurance

• United Kingdom
• Insurance
• 700 & Above Employee

• Project Manager

  • May 2020 - Present

  - defining the potential for improvement and generating a structuring process of data acquisition and customer service- defining optimization potentials, initiating and implementation of projects by the strategy of the customerservice area- independent project management for a business owner, representing the customer service department in company-wide initiatives and group projects- reporting IT functional requirements for systems/projects- keeping project documentation following the standards of the organization- representing the customer service department in tenders concerning service systems



Centrum Medyczne Żelazna

• Sales Coordinator

  • Dec 2018 - May 2020

  - managing teams: reception, sales department, contact center- creating, implementing and monitoring standards of customer service, sales- co-creation and implementation of the sales strategy for the company, clinic by the assumed plan- analysis, reporting of the results of subordinate teams and areas of service/sales that require improvementAchievements:- introducing customer satisfaction surveys based on the NPS (Net promoter score)- optimization of contact center work - 40% reduction in the customer waiting time for a connection with a consultant, 20% decrease in the number of abandoned calls- 90% patient satisfaction with the service, provided by registration/contact center- managing teams: reception, sales department, contact center - creating, implementing and monitoring standards of customer service, sales- co-creation and implementation of the sales strategy for the company, clinic by the assumed plan- analysis, reporting of the results of subordinate teams and areas of service/sales that require improvement



Medicover Polska

• Hospitals and Health Care
• 700 & Above Employee

• Customer service and telephone sales manager

  • Jun 2017 - Nov 2018

  - managing a team of Hospital Infoline Consultants and Advisors for Sales of Hospital Services (organization, planning subordinate work team, coaching, motivating, arranging schedules, planning breaks and holidays)- recruitment and training of new employees- co-creating, implementing and monitoring of team work standards, consultants and the telephone sales team- co-creating and implementation of tele-sales strategies, including setting targets for sales and servicing in line with the budget assumption- analysis, identification and recommendation of areas to be improved / optimizedAchievements:- generating revenues from hospitalization in the amount of about 5 million (starting from June 2017)- 94% patient satisfaction with the service

• Head of the Hospital Infoline

  • Jul 2012 - Jun 2017

  - management of subordinate personnel- responsibility for the appropriate telephone service for clients through proper organization of work of the subordinate team, monitoring of implemented tasks, measuring and analyzing of quality indicators- management of leads service from promotional campaigns, among others - Medicine Clinics Wellness (aesthetic medicine, plastic surgery, surgical treatment obesity)- responsibility for preparing and execution of budget for department - preparing expenses, estimating the annual budget, analyzing of usage of appropriations allocated from the budget for operational expenditure and investment, initiating of corrective actions- searching for recommended improvements in the area of customer service level and for the entire organization, modification of procedures in accordance to law and new standards- defining the subordinate department's system strategies by assessing needs of system solutions, defining requirements, negotiating contract terms and conditions, analyzing of the efficiency, benefits and quality of the solutions- implemented and used recommendation of actions aimed for increasing the level of customer satisfaction by analyzing the clients’ needs and preferencesAchievements:- building a call center department at the Medicover Hospital (2012)- 90% patient satisfaction with the service (since 2012)- construction and implementation of the Customer Service intranet knowledge portal for hospital employees (2013)- 42% decrease in complaints in the area (2014)- creating and implementing new service standards in the area (2014)- 138% implementation of the annual sales plan (2014)