Julian Madej
Customer Service Manager at Rezatec- Claim this Profile
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English Native or bilingual proficiency
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German Native or bilingual proficiency
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Polish Native or bilingual proficiency
Topline Score
Bio
Dr. Grant Campbell
Julian was an excellent line manager during my time at Rezatec. He was very patient and no type of issues were a problem no matter how trivial. Julian gave me ample opportunity to explore my horizons at Rezatec, giving me licence to mould myself into the role as Water Quality Lead during my time at the company. Julian is meticulous with his organisation and was not afraid to ask any questions or debate any situations that may help to improve deliveries or quality of work, both of my own and other team members. Julian would be an asset to any organisation. His commitment and passion is second to none.
Nevena Ilieva
Julian is a hardworking, driven and dedicated individual. He has built really strong relationships with everyone on the team that has helped us to collaborate efficiently not only with each other but also with other teams and make some real progress. He has exceptional expertise in managing, coaching, leadership and comprehension. He is always capable of adapting to a new working environment by bringing a positive attitude and professionalism. Highly recommend Julian he would be a great addition to any team!
Dr. Grant Campbell
Julian was an excellent line manager during my time at Rezatec. He was very patient and no type of issues were a problem no matter how trivial. Julian gave me ample opportunity to explore my horizons at Rezatec, giving me licence to mould myself into the role as Water Quality Lead during my time at the company. Julian is meticulous with his organisation and was not afraid to ask any questions or debate any situations that may help to improve deliveries or quality of work, both of my own and other team members. Julian would be an asset to any organisation. His commitment and passion is second to none.
Nevena Ilieva
Julian is a hardworking, driven and dedicated individual. He has built really strong relationships with everyone on the team that has helped us to collaborate efficiently not only with each other but also with other teams and make some real progress. He has exceptional expertise in managing, coaching, leadership and comprehension. He is always capable of adapting to a new working environment by bringing a positive attitude and professionalism. Highly recommend Julian he would be a great addition to any team!
Dr. Grant Campbell
Julian was an excellent line manager during my time at Rezatec. He was very patient and no type of issues were a problem no matter how trivial. Julian gave me ample opportunity to explore my horizons at Rezatec, giving me licence to mould myself into the role as Water Quality Lead during my time at the company. Julian is meticulous with his organisation and was not afraid to ask any questions or debate any situations that may help to improve deliveries or quality of work, both of my own and other team members. Julian would be an asset to any organisation. His commitment and passion is second to none.
Nevena Ilieva
Julian is a hardworking, driven and dedicated individual. He has built really strong relationships with everyone on the team that has helped us to collaborate efficiently not only with each other but also with other teams and make some real progress. He has exceptional expertise in managing, coaching, leadership and comprehension. He is always capable of adapting to a new working environment by bringing a positive attitude and professionalism. Highly recommend Julian he would be a great addition to any team!
Dr. Grant Campbell
Julian was an excellent line manager during my time at Rezatec. He was very patient and no type of issues were a problem no matter how trivial. Julian gave me ample opportunity to explore my horizons at Rezatec, giving me licence to mould myself into the role as Water Quality Lead during my time at the company. Julian is meticulous with his organisation and was not afraid to ask any questions or debate any situations that may help to improve deliveries or quality of work, both of my own and other team members. Julian would be an asset to any organisation. His commitment and passion is second to none.
Nevena Ilieva
Julian is a hardworking, driven and dedicated individual. He has built really strong relationships with everyone on the team that has helped us to collaborate efficiently not only with each other but also with other teams and make some real progress. He has exceptional expertise in managing, coaching, leadership and comprehension. He is always capable of adapting to a new working environment by bringing a positive attitude and professionalism. Highly recommend Julian he would be a great addition to any team!
Credentials
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Customer Success Management Fundamentals
LinkedInSep, 2022- Nov, 2024 -
How to Make Strategic Thinking a Habit
LinkedInSep, 2022- Nov, 2024 -
Foundations of Geographic Information Systems (GIS)
LinkedInJun, 2022- Nov, 2024
Experience
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Rezatec
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Service Manager
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May 2020 - Present
• Acted as project manager and point of contact for subcontractors on SEEDS project, part funded by the European Space Agency: https://business.esa.int/projects/seeds • Established Customer Satisfaction Survey and Process. Utilised SurveyMonkey to identify Overall Satisfaction, Net Promoter Score and First Contact Resolution. This provided benchmark and helped to identify product feedback and improvement opportunities. • Drafted Customer Journey Workflow. Utilised MS Visio to document customer journey, systems and teams involved. This facilitated a cross-functional process improvement initiative. • Successfully managed the trial to subscription conversion. Utilised Salesforce, Freshdesk and other in-house systems to effectively support customers, troubleshoot issues and collaborate with Technical Support Team, Development Team, Marketing and Finance.
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Wiley
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United States
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Book and Periodical Publishing
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700 & Above Employee
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Customer Service Project Manager
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Aug 2019 - Mar 2020
• Monitored DEAL identified contacts across various LOB's.• Reviewed contacts/reports and identify actionable improvements• Coordinated with business leads to determine resolutions• Documented resolutions/improvements and helped to coordinate delivery to business teams• Coordinated with business leads to resolve complex escalations• Worked with business leads to develop support material from actioned cases for universities
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Sales Support Manager, Global Customer Care
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Jul 2015 - Jul 2019
• Oversaw the Enhanced Access License operation across 3 regions• Provided ongoing coaching and mentoring, managed headcount, employeeutilisation, identified knowledge gaps, drove process improvements to ensure myteam provided Superior Service.• Maintained proper employment levels while maximizing production through properemployee utilisation; responsible for HR objectives• Created, set, and monitored target KPI’s for all team members; drove, measured,evaluated, improved, rewarded performance• Lead and motivated team by helping to build solid customer relations throughpositive experiences to maintain retention• Oversaw customer issues to ensure effective and long-term resolutions; handledall escalated matters to ensure client satisfaction• Collaborated with the executive team on per-project basis to establish thedirection that will achieve strategic business objectives, necessary metrics, anddesired results for quality service to our clients
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Sales Support Team Leader
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Aug 2014 - Jun 2015
• Carried out leadership responsibilities in accordance with the company’s processesand policies.• Communicated primary responsibilities, performance goals, objectives andstandards, and appraised performance• Trained and developed staff to deal with increasingly sophisticated customers andcomplex negotiations, including consortium licenses.• Motivated staff and participated in recruitment process and career developmentplanning for individuals.
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Sales Support Coordinator
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Sep 2013 - Jul 2014
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Swets Information Services
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Netherlands
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Information Services
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1 - 100 Employee
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Catalogue Management Executive
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Apr 2013 - Aug 2013
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Quotes Executive
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Nov 2011 - Mar 2013
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Education
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Macquarie University
Master’s Degree, International Trade and Commerce Law -
Aberystwyth University
Bachelor’s Degree, Law with Business and Management
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