пропозиції роботи
Jacek Lech
Contact Center Manager in Customer Service Department, Polkomtel Sp. z o. o.
Warszawa,
mazowieckie
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Umiejętności
Zarządzanie zespołem
Efektywna komunikacja interpersonalna-
umiejętność motywowania innych
Wdrażanie rozwiązań i opracowanie nowych procedur
pozytywne nastawienie do ludzi i pracy
Umiejętność prezentacji
kierownie projektami
ekeftywne zarządzanie dużymi zespołami customer care/call center
budowanie dużych zespołów
tworzenie programów rozwojowych imotywacyjnych
znajomość problematyki obsługi Klienta
Języki
angielski
biegły
rosyjski
dobry
niemiecki
podstawowy
Doświadczenie zawodowe
Contact Center Manager in Customer Service Department
Polkomtel Sp. z o. o.
2003-2009, WARSAW / 2009-now, ŁÓDŹ
Managing >300 CS Reps, incl. daily supervision, organization of work, efficiency and quality improvement, team development, trainings, recruitment and orientation programs
Supervision of up/cross selling programs, customer retention and other transactions with customers as well as setting up targets for CSR
Setting up motivation programs and targets for Agents/Supervisors
• 2006 - supporting brand positioning of Plus – responsible for implementing expected behaviours, changing procedures in CS activities
• 2009 – implementation of effective up selling system in CS which required effective reshaping of CS Reps’ mindset and performance from purely service oriented to sales-driven. CC in Łodz achieved highest sales results across the Polkomtel’s portfolio
• 2012 –successfully building the second CC location in Łódź - the largest in Polkomtel (>400 Agents) - currently managing this location
Managing >300 CS Reps, incl. daily supervision, organization of work, efficiency and quality improvement, team development, trainings, recruitment and orientation programs
Supervision of up/cross selling programs, customer retention and other transactions with customers as well as setting up targets for CSR
Setting up motivation programs and targets for Agents/Supervisors
• 2006 - supporting brand positioning of Plus – responsible for implementing expected behaviours, changing procedures in CS activities
• 2009 – implementation of effective up selling system in CS which required effective reshaping of CS Reps’ mindset and performance from purely service oriented to sales-driven. CC in Łodz achieved highest sales results across the Polkomtel’s portfolio
• 2012 –successfully building the second CC location in Łódź - the largest in Polkomtel (>400 Agents) - currently managing this location
Dirtector of Loyalty Program Department
Polkomtel Sp. z o. o.
• Development and implementation of one of the first, large scale loyalty program "5Plus" and other retention tools (e.g., Handset Replacement Program) as well as setting up call centre for 100 Reps
• Analyses of customer base and propensity to churn (scoring systems)
• Planning and implementing a successful active large scale loyalty and retention campaigns.
In 2002 awarded "Boomerang 2001" for best direct marketing campaign B2C
• As a result the churn rate in 2002 decreased by 6% comparing to 2001 . Simultaneously >0,6m subscribers signed up for the "5Plus" program.
Reported directly do Board Member.
• Analyses of customer base and propensity to churn (scoring systems)
• Planning and implementing a successful active large scale loyalty and retention campaigns.
In 2002 awarded "Boomerang 2001" for best direct marketing campaign B2C
• As a result the churn rate in 2002 decreased by 6% comparing to 2001 . Simultaneously >0,6m subscribers signed up for the "5Plus" program.
Reported directly do Board Member.
Menager Contact Center
Polkomtel Sp. z o. o.
Setting up and leading a new Polkomtel’s contact centre in Warsaw. Periodically in charge of two CC with >350 CS Reps
Implementing new quality and customer service standards and supervision processes (in line with ISO standards)
Implementing one-call solution program and call monitoring system for quality assurance (incl. self-service elements like IVR, www, USSD etc.)
Constantly improving operational efficiency and team capabilities (e.g., through selective recruitment, training and motivation programs etc.)
Reporting directly to US executives leading Polkomtel’s key divisions at the time
Implementing new quality and customer service standards and supervision processes (in line with ISO standards)
Implementing one-call solution program and call monitoring system for quality assurance (incl. self-service elements like IVR, www, USSD etc.)
Constantly improving operational efficiency and team capabilities (e.g., through selective recruitment, training and motivation programs etc.)
Reporting directly to US executives leading Polkomtel’s key divisions at the time
Head of Order Entry Team / Collection Manager
Polkomtel Sp. z o. o.
Building the structures, processes and procedures for a newly formed Order Entry Department (incl. customer screening/scoring)
Supporting sales channels (setting up call centre for 25 agents)
From 1997 onwards: Setting up new collection organization, incl. inbound/outbound activities for >70 agents
Defining and implementing efficient collection processes and supporting tools that enabled effective client scoring and debt collection
Recruiting new employees, trainings, setting targets and driving motivation as well as day-to-day management of the department
Supporting sales channels (setting up call centre for 25 agents)
From 1997 onwards: Setting up new collection organization, incl. inbound/outbound activities for >70 agents
Defining and implementing efficient collection processes and supporting tools that enabled effective client scoring and debt collection
Recruiting new employees, trainings, setting targets and driving motivation as well as day-to-day management of the department
Front Office Manager
Managing front office staff and day-to-day coordination of hotel services
Implementation of sales and quality programs and loyalty programs
Recruiting and training new employees
Implementation of sales and quality programs and loyalty programs
Recruiting and training new employees
Projekty
wybrane projekty realizowane na przestrzeni ostatnich lat
⦁ Setting up and lauching several medium and large-scale call/contact centers in Polkomtel. Personally responsible for building and training the team of > 300 people, implementing world class customer management tools and practices,, setting up facilities.
⦁ 2001-2002 - Implenentation and development of one of the first, large scale loyalty programs "5Plus" in Poland in parallel with large-scale loyalty and invitation campaigns.
⦁ 2006 - Supporting brand positioning of Plus – responsible for implementing expected behaviours, changing procedures in CS activities, implementing customer satisfaction and one call solution individual goals for CS Reps.
⦁ 2009- Implementation of effective up selling system in CS call centres according to CRM strategy, which required effective reshaping of CS Reps’ mindset and performance from purely service oriented to sales-driven.
⦁ Shaping motivation programs, career and training paths for CS Reps.
⦁ Preparation and running multiple orientation programs for newly recruited as well as promoted CS Reps.
⦁ 2012 responsable for project concerning building large CS Team for secound CC location in Łodź - the largest in Polkomtel ( > 400 Agents )
⦁ 2004, 2014 - Establishing and developing heavily specialized CS Team serving mobile internet users (currently 70 Agents).
• Preparing and running multiple orientation and training programs for newly recruited as well as promoted reps. Mentoring supervisors and new managers
⦁ 2001-2002 - Implenentation and development of one of the first, large scale loyalty programs "5Plus" in Poland in parallel with large-scale loyalty and invitation campaigns.
⦁ 2006 - Supporting brand positioning of Plus – responsible for implementing expected behaviours, changing procedures in CS activities, implementing customer satisfaction and one call solution individual goals for CS Reps.
⦁ 2009- Implementation of effective up selling system in CS call centres according to CRM strategy, which required effective reshaping of CS Reps’ mindset and performance from purely service oriented to sales-driven.
⦁ Shaping motivation programs, career and training paths for CS Reps.
⦁ Preparation and running multiple orientation programs for newly recruited as well as promoted CS Reps.
⦁ 2012 responsable for project concerning building large CS Team for secound CC location in Łodź - the largest in Polkomtel ( > 400 Agents )
⦁ 2004, 2014 - Establishing and developing heavily specialized CS Team serving mobile internet users (currently 70 Agents).
• Preparing and running multiple orientation and training programs for newly recruited as well as promoted reps. Mentoring supervisors and new managers
Szkolenia i kursy
⦁ Effective Management Skills (Kalkstein + Track Training International)
⦁ How to Notice Possibilities and Change Attitudes (Power Business)
⦁ Branded Customer Service (Janelle Barlow TMI, USA)
⦁ Creativity in Business, creative problems solving (Academy of Science)
⦁ Introduction to Project Management (IDEA! Management Consulting)
⦁ Assessment center – observer training (TPM Germany)
⦁ How to Notice Possibilities and Change Attitudes (Power Business)
⦁ Branded Customer Service (Janelle Barlow TMI, USA)
⦁ Creativity in Business, creative problems solving (Academy of Science)
⦁ Introduction to Project Management (IDEA! Management Consulting)
⦁ Assessment center – observer training (TPM Germany)
Edukacja
Zarządzanie, studia podyplomowe
Akademia im. Leona Koźmińskiego w Warszawie
studia managerskie podyplomowe, studia podyplomowe
Akademia im. Leona Koźmińskiego w Warszawie
Hotelarstwo, licencjackie
wyższa szkoła turystyki i hotelerstwa w warszawie
Specjalizacje
Call Center
Zarządzanie Call Center
Obsługa klienta
IT/Telekomunikacja
Obsługa klienta
Turystyka/Hotelarstwo/Katering
Zarządzanie jakością
Zapewnienie jakości
Zainteresowania
skiing, tourism, diving, music
Inne
I took part in various both international and domestic conferences and Vodafone Group workshops concerning: call/contact centers, customer service management, CRM and retention strategy, up selling
