Experience

LUX MED

• Poland
• Hospitals and Health Care
• 700 & Above Employee

• Director of Contact Center and Telemedicine

  • Apr 2019 - Present

  Managing complex environment of front office teams supporting Patients needs - Call Center, Telemedicine Consultations (voice and online), Doctor Home Visits, Emergency Calls and Abulance Services Managing complex environment of front office teams supporting Patients needs - Call Center, Telemedicine Consultations (voice and online), Doctor Home Visits, Emergency Calls and Abulance Services



Medicover

• Sweden
• Hospitals and Health Care
• 700 & Above Employee

• Contact Center Director

  • Apr 2016 - Mar 2019

  - creating and implementing Contact Center strategy in a fast-growing private health care business- optimizing Opex and customer service processes keeping premium level customer satisfaction- managing growing Contact Center environment (new tools & processes development, new locations)

• Head of Contact Center Efficiency and Development

  • Apr 2015 - Mar 2016

  - managing Call Center operations (300+)- Contact Center processes optimization (traffic forecasting, staffing, back office activities)- succesfully planned and launched new CC location- migration of Contact Center system to a new platform



Netia

• Telecommunications
• 700 & Above Employee

• Director of Processes and Tools Management

  • Apr 2014 - 2015

  - successfully managing Sales support operations,- successfully managing Customer Service support operations,- B2C projects portfolio management, PMO management,- operational processes optimization (sales, customer service, service delivery, TTM, back-office)- IT systems and tools development (BSS, CRM, SFA / FFM, Call Center)

• Director of Customer Care Development and Efficiency Management

  • Mar 2013 - Mar 2014

  - successfully managing back-office operations (order entry, service modifications, deactivations), 150k+ tasks/month- Customer Service & Telesales projects portfolio management- processes development and optimization, Customer Experience management- IT systems and tools implementation and maintenance (Call Center environment, CRM, CC front-end applications, supporting apps)- development and maintenance of reporting & business analyses environment,

• Service Delivery Director for HOME&SOHO/SME Market

  • Nov 2011 - Feb 2013

  - responsible for Service Delivery operations on mass market (internet access, voice services, TV services), 300k+ new services delivered yearly- successfully managing complex order to cash operations: order entry, order fulfillment, service provisioning, service activation, equipment logistics, - creating and developing close cooperation with business partners (outsourcers, suppliers, clients)- processes optimization and implementation

• Manager of Service Delivery Department (HOME/SOHO/SME)

  • Feb 2010 - Oct 2011

• Senior Project Manager (Bitstream)

  • Feb 2007 - Jan 2010

• Special Projects Manager

  • Apr 2006 - Jan 2007


Compfort Meridian Polska Sp. z o.o.
• Key Account Manager Telco

  • Jul 2005 - Mar 2006


Exatel SA

• International Carrier Relations Unit Manager

  • Jun 2003 - Jun 2005

  Domestic Carrier Relation Unit Manager (2000-2003) - managing Key Account Managers team responsible for cooperation with international operators on global data transmission and voice market - developed new market opportunities (Baltics, Russia, Ukraine) - multiple $M sales growth - project management of fiber network expansion and interconnection points construction Domestic Carrier Relation Unit Manager (2000-2003) - managing Key Account Managers team responsible for cooperation with international operators on global data transmission and voice market - developed new market opportunities (Baltics, Russia, Ukraine) - multiple $M sales growth - project management of fiber network expansion and interconnection points construction


Young & Rubicam Poland
• Account Executive

  • Nov 1997 - Feb 2000