Experience

Morele.net Sp. z o.o.

• Poland
• Internet Marketplace Platforms
• 200 - 300 Employee

• Director Quality Operations

  • Dec 2021 - Present

  Responsibility for aftersale service (enquiries, complaints and returns handling) in one of the leading Polish e-commerce companies in the sale of consumer equipment (computers, laptops, computer components, electronics, household appliances). Responsibility for aftersale service (enquiries, complaints and returns handling) in one of the leading Polish e-commerce companies in the sale of consumer equipment (computers, laptops, computer components, electronics, household appliances).



Grupa Farmacol

• Poland
• Pharmaceutical Manufacturing
• 200 - 300 Employee

• Contact Center Director

  • Nov 2014 - Nov 2021

  Responsibility for sale and afterservice to B2B customers in the pharmaceutical market. Managing multi-channel contact center (front office and back office). Cooperation with sales network of pharmaceutical manufacturers and drug distributor sales representatives. Implementation of initiatives to increase sales and improve orders processes of products distributed by Farmacol Group. Responsibility for sale and afterservice to B2B customers in the pharmaceutical market. Managing multi-channel contact center (front office and back office). Cooperation with sales network of pharmaceutical manufacturers and drug distributor sales representatives. Implementation of initiatives to increase sales and improve orders processes of products distributed by Farmacol Group.



SARE

• Poland
• Internet Publishing
• 1 - 100 Employee

• Call Center Manager

  • Oct 2014 - Oct 2014

  Responsibility for coordination the implementation of telesales and customer care projects of the company (sales / lead generation / inbound hotlines). Current management of the call center (resource planning, increasing the efficiency of agents, improving the quality of sales) and keeping the assumed return on projects. Responsibility for coordination the implementation of telesales and customer care projects of the company (sales / lead generation / inbound hotlines). Current management of the call center (resource planning, increasing the efficiency of agents, improving the quality of sales) and keeping the assumed return on projects.



Orange Polska

• Poland
• Telecommunications
• 700 & Above Employee

• Director of Customer Process Management for B2C Segment Department

  • Oct 2007 - Apr 2014

  Responsibility for the implementation, maintenance of standards and the development of after-sales processes in Orange Poland (claims, technical support, enquiries and orders). He managed projects to optimize operating costs and implementation of new products (TTM). Preparation for the COPC certification. Responsibility for the implementation, maintenance of standards and the development of after-sales processes in Orange Poland (claims, technical support, enquiries and orders). He managed projects to optimize operating costs and implementation of new products (TTM). Preparation for the COPC certification.



Orange Polska

• Poland
• Telecommunications
• 700 & Above Employee

• Regional Director of Individual Customer Service

  • Oct 2006 - Jun 2007

  Managing Customer Care Region: 4 sites of contact center (after-sales service, customer retention and customer service support in the back office). Managing the work of 6 aftersales shops. Managing a team of more than 800 people, including four managers at the director level. Managing Customer Care Region: 4 sites of contact center (after-sales service, customer retention and customer service support in the back office). Managing the work of 6 aftersales shops. Managing a team of more than 800 people, including four managers at the director level.



Orange Polska

• Poland
• Telecommunications
• 700 & Above Employee

• Regional Director Directory Asistance Services

  • Apr 2002 - Aug 2006

  Responsibility for remote information services in call center. Leading of active sales activities, product vindication helpline. Concentration service to the leading call center with 8 units. He made an investment to start a new call center location (300 posts). He managed a team of over 600 people. Responsibility for remote information services in call center. Leading of active sales activities, product vindication helpline. Concentration service to the leading call center with 8 units. He made an investment to start a new call center location (300 posts). He managed a team of over 600 people.



Telekomunikacja Polska S.A.

• Katowice Area, Poland

• Specialist and managerial positions in the Telekomunikacja Polska S.A. (the area of sales, marketing

  • Apr 1997 - Mar 2002