Patryk Facciolo

- Lead a team of Customer Service Representatives for Corporate Gift and Jewelry Solutions departments in an effective way, including performance management, people development and coaching of direct reports
- Organize the customer service for both departments, prioritize the day-to-day workload to ensure a professional quality of service and monitor and adjust staffing levels whenever required
- Act as point of contact for the team leaders in the fulfillment services department as well as for credit Management, Marketing, Branding and other internal departments
- Represent the brand in customer service projects and deliver related input
- Provide proactive support and communicate effectively with Account Managers, Key Account Managers, Managing Directors and Regional Management teams regarding customer needs and strategies
- Responsible for the correct handling of complex requests and complaints from customers in the Corporate Gift and Jewelry Solutions sector and for ensuring that they are solved rapidly in an efficient and professional manner to satisfy the customer
- Check customer credit accounts and align with Credit Management on credit limits, check price adjustments as well as customer specific discounts and payment conditions
- Support dedicated customers as a Customer Service Representative

- managing a team of around 25-30 customer service agents of the French Whirlpool/Indesit brands
- managing the monthly shifts of the agents for an optimization of the global reachability of customer service channels (phones and emails)
- preparing weekly/monthly reports of efficiency/quality/sales of the managed team
- controlling the quality of agents by performing random listening of calls
- optimization of the call avoidance/quality of answering/call time of each agent
- adjusting the performance of the team to the dynamic ongoing situations that may occur in the daily work
- active participation in weekly meetings with managers from France and UK to discuss the further development strategy of the project
- holding reasonability of the development of the extended warranty sales for out of warranty products (Dometic&General Insurance)
- training the new agents as well as coaching the agents working already in the project
- staying in close cooperation with the HR department in recruiting process for the French Transcom projects for different locations

- reception of the repair applications of the Whirlpool/Indesit brands’ devices via phone calls
- ordering the warranty and post-warranty service for the brands’ customers
- providing information and advice to clients about the daily usage of the electronic devices and appliances, to prevent potential failures
- forwarding the urgent requests of the customers to the company headquarters in France

- reception of the repair applications of the Whirlpool/Indesit brands’ devices via phone calls
- ordering the warranty and post-warranty service for the brands’ customers
- providing information and advice to clients about the daily usage of the electronic devices and appliances, to prevent potential failures
- forwarding the urgent requests of the customers to the company headquarters in France

- registration of the BeAssist Limited office in Poland
- constant care about the administrative formalities of the agency
- managing the multilingual customer support office
- constant direct contact with the French directors’ board based in London
- optimization of the websites of the business partners
- leading the recruitment processes aiming to expand the company’s business interest area
- constant direct contact with the bookkeeping agency aiming to regulate and maintain the formal and financial aspects of the company’s accounts
- managing the projects based on a cooperation between the French customers and their Poland-based business partners
- creating the showcase websites in Wordpress systems both for the company itself and for some of its customers
- coordinating and supervising the projects realized by the business partners of the company

- managing the multilingual customer support office
- managing the tasks’ flow between the different departments of the company (marketing/ IT / projects)
- constant care of the correct layout and maintenance of the multilingual versions of the company’s websites
- leading the recruitment processes aiming to expand the company’s business interest area in other countries
- constant care of the correct establishment of the new language versions of the company’s website
- close cooperation with the department taking care of the new projects
- constant work on the new ideas aiming to improve the company’s websites

- translation of the website from Polish to French
- constant mail contact with the French-speaking customers
- resolving the users’ issues, constant care of the correct layout and maintenance of the French version of the company’s website
- constant monitoring and updating the website wellbid.fr
- introducing the new products to the data base
- preparing and editing the articles published on the official French blog of the company (blog.wellbid.fr)
- constant maintenance of the French version of the service’s Facebook fan page