Alicja Walaszek
Trade & Customer Service Manager at Tom Dixon at Tom Dixon Studio- Claim this Profile
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English Full professional proficiency
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Polish Native or bilingual proficiency
Topline Score
Bio
Arturo Trapote Moreno
Alicja is really efficient at work and she is always someone who you can ask if you have any doubt or problem with your daily duties. In one year working with her, she has always solved successfully any problem I have had. She has definately the skills to manage a team and the balance to be friendly and close at the same time.
Mar Perez
Alicja is a detail-oriented Assistant Manager who fight to get the figures every month, without losing sight of the strategic business objective.
Arturo Trapote Moreno
Alicja is really efficient at work and she is always someone who you can ask if you have any doubt or problem with your daily duties. In one year working with her, she has always solved successfully any problem I have had. She has definately the skills to manage a team and the balance to be friendly and close at the same time.
Mar Perez
Alicja is a detail-oriented Assistant Manager who fight to get the figures every month, without losing sight of the strategic business objective.
Arturo Trapote Moreno
Alicja is really efficient at work and she is always someone who you can ask if you have any doubt or problem with your daily duties. In one year working with her, she has always solved successfully any problem I have had. She has definately the skills to manage a team and the balance to be friendly and close at the same time.
Mar Perez
Alicja is a detail-oriented Assistant Manager who fight to get the figures every month, without losing sight of the strategic business objective.
Arturo Trapote Moreno
Alicja is really efficient at work and she is always someone who you can ask if you have any doubt or problem with your daily duties. In one year working with her, she has always solved successfully any problem I have had. She has definately the skills to manage a team and the balance to be friendly and close at the same time.
Mar Perez
Alicja is a detail-oriented Assistant Manager who fight to get the figures every month, without losing sight of the strategic business objective.
Credentials
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Google Analytics 4 (GA4) Essential Training
LinkedInOct, 2022- Sep, 2024 -
Critical Thinking and Problem Solving
LinkedInSep, 2022- Sep, 2024 -
B2B Marketing Foundations
LinkedInAug, 2022- Sep, 2024 -
Business Analysis Foundations: Competencies
LinkedInAug, 2022- Sep, 2024 -
Digital Marketing Foundations
LinkedInAug, 2022- Sep, 2024 -
Advanced Trainig the Trainer Programme
College of Public Speaking LondonMar, 2018- Sep, 2024
Experience
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Tom Dixon Studio
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United Kingdom
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Design Services
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100 - 200 Employee
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Trade & Customer Service Manager at Tom Dixon
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Feb 2022 - Present
Supporting the Head of EMEA on delivering a two-year workforce strategy that creates a lean, productive, and successful team. Building and fostering relationships with key decision makers and stakeholders and driving customer transformation programs. Defining milestones, success criteria, resource allocation, and on-time delivery. Managing the overall transformation, customer experience, and value realization for customers.● Working closely with key stakeholders to continuously improve B2B platform.● Partner with E-Commerce, Product, Marketing and Account Managers on product deployments, upsells and rollouts.● Recruiting, onboarding, and training Trade and Customer Service Executives.● Monthly forecasting of revenue.● Driving customer service efficiencies by creating and implementing dynamic processes, including mapping post-purchase client experience and defining key success metrics.● Aligning global customer services teams to deliver a consistent Tom Dixon customer experience.● Ensuring that sales targets and customer KPIs are met through effective order management.● Managing customers claims and driving improvement by first contact resolution approach.● Generating and reviewing periodic reports on open orders, warehouse pipeline, delivery lead times, customer buying behaviour and order to cash cycle to improve our service delivery to customers.
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Tiffany & Co.
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United States
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Retail Luxury Goods and Jewelry
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700 & Above Employee
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EU Client Care Assistant Manager
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Jun 2016 - Present
Lead day-to-day operations of the UK and EU Client Care Centre by creating development strategies for team, developing training programs and coaching team to deliver Client Engagement Projects while overseeing establishment of omni-channel customer experience. Steer team of fifty multi-lingual advisors for supporting UK and EU market through resource planning, operational efficiency optimisation and quality standards compliance. Devise and execute onboarding program and training plan specific to contact centre environment. Organise and facilitate training and coaching sessions to enhance omni-channel customer experience. Engage with Digital Commerce and Omnichannel Department and IT Strategic Services on system enhancement projects for UK and EU market. Direct project from conception to completion for employee engagement experience from recruitment and retention, onboarding, in-role development, and talent pipelining.● Formulated comprehensive training process for the Tiffany Client Care Centre Team and guided retail teams. ● Drove transition and implementation of CCaaS and Salesforce systems. ● Boosted online engagement ring sales by 49% in 2020 vs. LY. ● Surpassed 2020 sales target by 20% and achieved sales revenue of £8.6M. ● Key role in driving implementation of Salesforce and Workforce Management for CCC Team. ● Outlined internal career paths for employees to create Diamond Specialist role, Voice of the Customer Ambassador and Administrative Support.
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Burberry
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United Kingdom
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Luxury Goods & Jewelry
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700 & Above Employee
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Customer Service Team Leader
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Apr 2013 - Jun 2015
Organised and led team regularly to ensure resolution of all customers’ contacts as per SLA’s while mentoring Customer Service Team to deliver luxury customer experience. Conducted daily resource planning on all channels including phones, emails, chats, and social media. Monitored team performance and accomplishment of Contact Centre’s SLA’s. Communicated conservative feedback on team/individual performance to uncover development opportunities. Leveraged extensive management information and reporting to amplify departmental efficiency. Reviewed commercial reports to pinpoint areas of development for team. Steered strategic objectives through daily team and departmental meetings and provision of customer, process, and digital content feedback along with accurate insight to business.● Initiated effective Intra–Day Team Organisation Report for seamless supervision of team’s performance. ● Introduced coaching for new hires to increase productivity and improve quality customer service.● Mentored one of the consultants in Customer Service processes and policies that earned her promotion to Team Leader role.
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Hoss Intropia
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Spain
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Retail Apparel and Fashion
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1 - 100 Employee
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Assistant Manager
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May 2012 - Apr 2013
Oversaw daily operations of Flagship Store including staff support and outstanding customer service. Spearheaded team of ten assistants in flagship store with £1.5M turnover; managed recruitment process, staff records and contracts. Focused on surpassing targets by regularly monitoring business KPIs. Assisted Manager in creating and monitoring staff appraisals. Organised and led weekly training sessions for staff and crafted tailored development plans. Oversaw daily operations of Flagship Store including staff support and outstanding customer service. Spearheaded team of ten assistants in flagship store with £1.5M turnover; managed recruitment process, staff records and contracts. Focused on surpassing targets by regularly monitoring business KPIs. Assisted Manager in creating and monitoring staff appraisals. Organised and led weekly training sessions for staff and crafted tailored development plans.
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Education
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1999 - 2004
University of Lodz
Master Degree, Journalism, Classic Literature
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