Kamila Woźniakowska

Being in charge of the whole CRM Department in Poland
Cooperating with the CRM Department in Ireland
Being in charge of 2 contracts, including multilingual (14 different languages) operating 24/7/365 supporting inbound and outbound calls, web chat and back office
Coordinating work of Quality Mentor and Trainers
Analysing Customers and Clients complaints escalated to the management level
Attending Client reviews
Ensuring that all contract are adequately staffed,
Being involved in the recruitment process
Ensuring that appropriate quality controls are implemented
Supporting external and internal audit processes
Ensuring that all SLA’s, KPI’s and deadlines are met,
Reviewing performance against Service Levels,
Resolution of escalated calls,
Ensuring all process documentation is regularly updated.

Team Management:
Organisation and allocation of agent rotas, ensuring that the contract is adequately staffed
Supervising a team to achieve KPI’s/ SLA’s,
Monitoring agents performance against contract Service Level Agreements,
Coordination of staff training and coaching.
Team Reporting:
Analysing time and attendance,
Completing metrics and reports,
Running conference calls with the Client,
Handling escalated calls,
Identifying process changes and team structure changes,
Being involved and the recruitment process,
Assisting Contract Manager with day to day operations

Assisting Supervisor with day to day operations
Creating and managing the back office team,
Ensuring that all deadlines are met,
Organizing and allocating agents rotas,
Preparing back office reports.
Monitoring and supervising agents performance,
Handling escalated calls from the team
Dealing with Key Accounts.
Analyzing and checking emails’ quality monitoring agents’ performance.

Answering calls and ensuring that they are serviced in an efficient and speedy manner,
Processing customer and client queries reported via fax, email and phone.
Providing administrative support for the Call Centre, processing affidavits.
Since May 2009 being in charge of the back office team.
Sine June 2009 being responsible for Key Accounts.

Contacting customers and offering them Multibank personal accounts, loans and mortgages “Refinansowanie 24H” (filling the applications and verifying the documents including BIK reports) as well as mBank credit cards.