Ewa Filipiak

- Managing over 30 FTEs across different locations supporting over 20 corporate clients (e.g. GE, HP, Oracle, JPMC)
- management reporting, customer service process leader
- quality control activities (Six Sigma, manager monthly meetings, client focus to improve CS experience)
- Recruiting, training, communicating, motivating and disciplining where appropriate, to achieve agreed service and productivity levels
- OBT/vendors escalations/managing third party relations (close contact with PMs, global technical teams and client travel management in order to establish and prepare best solution plans)
- leading process improvement projects (introducing ideas correlating with clients’ needs, process support and process information flow sustained)
- exceeded SLA levels, targeted KPIs (client SLA met monthly and yearly, one of the best SLA oriented team in the company)
- Coordination and control of service performance to ensure effective predetermined service levels are applied consistently

- tracking, ensuring all operations are in compliance with regulatory requirements and policies and procedures
- escalating issues relating to client`s experience/direct contact with client while the issue is being escalated
- providing direct reports to clients (on a weekly/monthly basis) and maintaining good business relationships
- proposing changes in client`s online booking systems to ensure the client`s satisfaction is sustained
- organizing, directing and supervising activities related to processes within a company
- reviewing reports on a regular basis and implementing corrective actions, if necessary
- working under the direction of an operations manager, planning and establishing procedures and methods by which staff must abide when performing tasks
- making recommendations to improve the productivity, quality, and efficient delivery of services
- developing and implementing policies and procedures
- evaluating, assessing, and identifying training needs of co-workers
- conducting an analysis of statistics or other data to determine the customer service level is satisfactory
- contact/site maintenance with OBT providers
- monitoring Customer Care Performance (Satisfaction/KPIs)
- effectively leading a compliance team in a real-time decision-making environment
- ensuring accuracy and timeliness of daily/weekly/monthly operations reporting
- recommending changes to policies, procedures, processes and tools, which will affect overall service level and KPI’s pre-defined