пропозиції роботи
Michał Szatkowski
Learning, development and fascination.
Poznań,
wielkopolskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
Zobacz pełny profil
Umiejętności
Business Process Re-engineering
Coaching
Conflict Resolver
Obsługa klienta
Angielski
Zarządzanie jakością
Survey Methodology
Zarządzanie jakością zespołu
Training Delivery
User Experience
Quick learner
Niemiecki- komunikatywny
Customer Relationship Management
Sales Coaching
Public speaking and storytelling skills
Team building and leadership skills
Training & Development
Stress Resistant
Technical Trainings
Soft skills development
Business Process Modeling
Business Process Optimization
Creative thinking and problem solving
Polish language
Języki
polski
ojczysty
angielski
biegły
niemiecki
biegły
Doświadczenie zawodowe
Quality and Training Supervisor
Newell
Instructional design: created training programs for customer service representatives for multiple brands, communication channels, and languages.
Content creation: developed multiple training modules from scratch, both for soft and hard skills.
Training facilitation and delivery: 100+ hours with a heavy focus on soft skills
Training coordination for internal and external trainers
Responsible for management and development of the quality assurance processes.
Knowledge articles management and content creation.
Site-wide employee event planning and execution with public speaking.
Coordination of workplace language classes.
Content creation: developed multiple training modules from scratch, both for soft and hard skills.
Training facilitation and delivery: 100+ hours with a heavy focus on soft skills
Training coordination for internal and external trainers
Responsible for management and development of the quality assurance processes.
Knowledge articles management and content creation.
Site-wide employee event planning and execution with public speaking.
Coordination of workplace language classes.
Operations team Leader
80% time devoted to providing leadership, coaching and performance analysis to a
team of 15 support/sale agents.
20% to quality metrics analysis, site-wide transformation projects, and communication
with the client.
team of 15 support/sale agents.
20% to quality metrics analysis, site-wide transformation projects, and communication
with the client.
Quaity and Training Coordinator
Coordination responsibilities for the quality coaches and trainers.
KPI analysis directed at producing effective support actions for the operations unit.
Client communication pertaining to call center work standards and quality metrics.
Coordination and constant improvement of the quality of coaching and training
processes.
KPI analysis directed at producing effective support actions for the operations unit.
Client communication pertaining to call center work standards and quality metrics.
Coordination and constant improvement of the quality of coaching and training
processes.
Trainer
Knowledge transition, assurance, and new intake training.
Providing training sessions on coaching and communication for senior staff.
Providing training sessions on coaching and communication for senior staff.
Mentor
Subject matter expert, KPI monitoring and training sessions for tech support agents.
Subject matter communication with the client.
Handling escalated complaints.
Subject matter communication with the client.
Handling escalated complaints.
Technical Support Specialist
Assisting German-speaking end users of a major American laptop producer.
Szkolenia i kursy
iQor Certified Trainer and Developer 2018
Convergys "Leaders as Coaches" Certification 2015
Convergys "Leaders as Coaches" Certification 2015
Edukacja
Computational linguistics, licencjackie
University of Tuebingen
Specjalizacje
Call Center
Inne
Edukacja/Szkolenia
Szkolenia
Human Resources/Zasoby ludzkie
Szkolenia/Rozwój
Obsługa klienta
IT/Telekomunikacja
Reklama/Grafika/Kreacja/Fotografia
Copywriting
Organizacje
Toastmasters International
Inne
A board member in a local club of the Toastmasters International organization.
A volunteer educator for people aged 6 to 99.
Facilitated business communication workshops with students and the unemployed.
An experienced pen and paper Game Master and gamification proponent.
Strives to keep a sharp mind through swimming, board games, and some paintball
every now and then.
Somewhat proficient in Photoshop and a total beginner in Pro Tools First.
A practical poet who loves a weird movie or adventurous food as much as staying up
to date with the latest news on neuroscience or global issues and technological
advances.
A volunteer educator for people aged 6 to 99.
Facilitated business communication workshops with students and the unemployed.
An experienced pen and paper Game Master and gamification proponent.
Strives to keep a sharp mind through swimming, board games, and some paintball
every now and then.
Somewhat proficient in Photoshop and a total beginner in Pro Tools First.
A practical poet who loves a weird movie or adventurous food as much as staying up
to date with the latest news on neuroscience or global issues and technological
advances.
Grupy
