Monika Bankowska

• Opportunity Management and Pre-Sales - work in collaboration with the different teams to discover uncovered renewal opportunities
• Quoting - request & coordinate business quote from Quoting team and control the quality of the quote results
• Order preparation and Booking
• Entitlement and invoicing - ensure correct implementation of invoicing schedule on the orders
• Service Contract Management - follow up on customer / partner contract change requests (e.g. Service level changes, Moves/Adds/Deletions)
• Escalations and Case management
• Prioritize operational tasks with other teams like Contract Management, Quoting, As Deal Hub, Customer Service, Sales Credit Assignment etc.
• Active management of case backlog and/or escalations needed to accomplish the various tasks above

•reporting to Head of Sales & Marketing
•being a first contact within company for UK customers and international distributors
•checking deliveries and payments
•processing and managing sales orders via Emax
•generating quotations to customers
•updating and maintaining the sales and marketing CRM database via ACT
•coordinating and organizing exhibitions
•dealing with transport and logistic enquaires within company
•marketing campaign administration and coordination of marketing communication materials
•website updating

•telephone customer service – Vodafone (2006) , Marks & Spencer (2007)
•answering phone calls and passing telephone orders, complaints and inquiries
•advising about available client offers and resolving customer problems
•dealing with customer accounts
•setting up and amending direct debit details
•connecting and disconnecting services
•providing after sales service for M&S furniture
•keeping high service level regarding daily stats ( AHT, average talk time, short calls etc. )

•establishing and maintaining contacts with the network of suppliers delivering different assistance services for Europ Assistance Polska
•verification of quality of services delivered by the suppliers and recruitment of new suppliers into the company’s network
•creation of operational procedures concerning assistance programs delivered service by the suppliers, quality control and recruitment
•supporting Commercial Department in creating new programs
•supporting Operational Department in call center activities concerning of services abroad
•checking average costs and reporting directly to Operations & IT Director
•organizing training concerning new programs for the company’s network of suppliers and insurance company’s employees
•care over visualization of the network of suppliers

•providing technical, medical and home assistance service
•targeting high level service, professional assistance to the clients and to have good statistics (good deal of answered calls, no abandoned calls, etc.)
•passing information abroad to company branches about foreign customer staying in Poland
•providing information service for VIP clients