Experience

Wiener TU S.A. Vienna Insurance Group

• Poland
• Insurance
• 100 - 200 Employee

• Call Centre Manager

  • Nov 2013 - Present

  => manages 30+ team => recruits call centre consultants => has three supervisors under => reports directly to Customer Service Director => works on cost and process optimization within the customer service and claims areas => implemented tools: Dialer, SMS via CIC, online chat, Customer Satisfaction Score, NPS and Customer Effort Score => initiated the changes to IVR (CIC system) => launched and manages the claims settlement process by phone => manages 30+ team => recruits call centre consultants => has three supervisors under => reports directly to Customer Service Director => works on cost and process optimization within the customer service and claims areas => implemented tools: Dialer, SMS via CIC, online chat, Customer Satisfaction Score, NPS and Customer Effort Score => initiated the changes to IVR (CIC system) => launched and manages the claims settlement process by phone



ING Uslugi Finansowe S.A.

• Warszawa, woj. mazowieckie, Polska

• Call Centre Supervisor

  • Nov 2009 - Oct 2013

  => managed 15+ people => delivered KPIs: Service Level, Abandon Rate, Average Handling Time => used the Net Promoters Score index to gauge the level of customer satisfaction after call interactions => worked with Avaya, Peoplesoft and LIFE400 systems => managed 15+ people => delivered KPIs: Service Level, Abandon Rate, Average Handling Time => used the Net Promoters Score index to gauge the level of customer satisfaction after call interactions => worked with Avaya, Peoplesoft and LIFE400 systems



ING Nationale-Nederlanden Towarzystwo Ubezpieczeń na Życie Polska S.A.

• Warszawa, woj. mazowieckie, Polska

• Help Desk Specialist

  • Sep 1998 - Oct 2009

  => worked in a team of 20 people => serviced tied agents over the phone - verified for them the status of proposals, policies, data and financial changes => tested insurance products => took part in meetings with tied agents to present the team's work => worked in a team of 20 people => serviced tied agents over the phone - verified for them the status of proposals, policies, data and financial changes => tested insurance products => took part in meetings with tied agents to present the team's work