Lead multicultural international teams in IT, Internet, E-commerce and Fintech sector in such a companies like Cisco Systems, G2A.com, Google. Turned around Customer Support operations with 1 Million interactions annually, 24/7 service and 10 languages, support via E-mail, Phone, Live Chat and Social Media to the Award winning Customer Centers.
SELECTED ACHIEVEMENTS
- Set and worked against detailed Targets/ KPIs (Key Performance Indicators) e.g. CSAT (97%), SLA, Live Chats/ Phone abandoned rates (below 1%), Productivity, Sales Conversions
- Launched new tools and Programs: Phone Support, Ticket System, Live Chat, Social Media Support, Self Service Hub
- Lead Customer Support distributed organization in 3 locations Poland/Ireland for Google (including BPO managment)
- Achieved 66% of customers’ problems solved in one interaction (FTR) with a response time below 20 minutes
- Setup an effective hiring and motivational processes
- Managed attrition on the level of single digit % in Customer Support
- Lead Customer Satisfaction efforts in EMEA at Google as Chief Happiness Officer
- Deployed outbound Inside sales Team who delivered 25% of Commercial SEE (South Eastern Europe) business in the first full year
- Focused on the right things and actions delivering results- Formulating winning go-to-market strategies e.g.: Beat the competition (2004), Rise to the Challenge (2012), Customer Experience – (2016)
AWARDS:
★ Best Customer Support Team in EMEA- Google Quarter Award
★ International Steve Award: Customer Service Management Team of the Year for their innovative G2A Cross Cultural Customer Experience (2016)
★ International Steve Award: Customer Service and Contact Center Achievement Category, for Outstanding Customer Service Team (2016)
(Since 2002 the Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations. Those awards has been won against the 2000 nominees around the globe.)
★ Outstanding Customer Service Team from Global Business Excellence Awards 2016
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