Experience

CBRE Business Services Organisation

• Poland
• Leasing Real Estate
• 300 - 400 Employee

• TA Supervisor

  • Apr 2022 - Present

• TA Senior Team Leader

  • Aug 2021 - Mar 2022



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Team Manager

  • Jun 2021 - Aug 2021

• Team Manager

  • Oct 2018 - Jun 2021

  • Projects worked on: - 08.2020 - present - Square (financial merchant and mobile payment services aggregator) - 10.2018 - 08.2020 - Equinix (global colocation data center infrastructure provider)• Manages and motivates 15-20 direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, phone and email statistics reporting and monthly performance evaluation• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs• Assures high level of performance for customer service metrics including: customer satisfaction score, call answer rate, quality assurance, average handle time and schedule adherence• Evaluates individual performance on a regular basis, determines trends based on the data and behavior analysis, examine strengths and weaknesses, and develops action plans• Challenges and supports employees in their development (personal and professional), and uses individuals' capabilities and potential for the benefit of the team• Encourages the professional expression of various ideas and viewpoints; creates an environment where individual differences are valued and respected• Conducts final stage of interviews with the potential future employees in order to maintain proper employment levels• Serves as liaison between employees and various departments of the company such as HR, Payroll or IT• Performs additional tasks as back-up of the Operations Manager on both, Equinix and Square, projects - preparation of presentations, meetings with Client Show less

• Quality Assurance Specialist

  • Jul 2018 - Oct 2018

  • Monitors and audits email responses, inbound, outbound calls to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• Customer Service Professional

  • Feb 2018 - Jul 2018

  • Provides technical support for customers such as taking their orders, answering questions and inquiries, troubleshooting problems and handling complaints regarding the organization's products or services.



iAlbatros

• Warszawa, woj. mazowieckie, Polska

• Junior Travel Consultant

  • Jan 2017 - Feb 2018

  • Provides support for customers regarding their hotel reservations. • Supplies travelers with pertinent information and useful travel/holiday materials. • Demonstrates respect, friendliness and willingness to help wherever needed. • Delivers exceptional level of service to each customer by listening to concerns and answering questions. • Serves customers in a friendly, efficient manner following outlined steps of service. • Provides support for customers regarding their hotel reservations. • Supplies travelers with pertinent information and useful travel/holiday materials. • Demonstrates respect, friendliness and willingness to help wherever needed. • Delivers exceptional level of service to each customer by listening to concerns and answering questions. • Serves customers in a friendly, efficient manner following outlined steps of service.