Paweł Piotrowski

Responsible for co-leading the company, developing development strategies, prototyping, creating software from analysis / concept phase to implementing business solutions for clients.
• Develop and implement innovative business applications that use touch technology and Virtual Reality
• Implemented a touch application supporting the sales process of one of the largest construction companies in the world
• Implemented a Virtual Reality application that complements the training process of one of the largest tire manufacturers
• Manage a team of 2D / 3D graphic designers
• Develop commercial offers, which often ended with winning a tender
• Create functional ranges for IT solutions, conduct lectures and workshops at conferences
• Invent algorithms and solutions for the challenges that arise during the creation of innovative solutions i.e.: Participation of two or more people in a virtual world, license manager and more

Responsible that Microsoft Customers in EMEA will get the best experience and support from external suppliers.
• Delivered significant improvements in customer satisfaction, resolve rates, customer effort, handling time and other key performance indicators in multi-lingual, multi-channel global call center ecosystem
• Drove product improvements by relating the voice of the customer in a concise business case
• Designed and automated interactive scorecard that allowed for quick identification of processes, product issues or negative trends in the partner ecosystem
• Co-facilitated and prepared in-depth analysis for several LEAN workshops in EMEA and became internal LEAN facilitator. These workshops resulted in cost reductions and improved customer satisfaction
• Implemented a global process that enabled customers to find solutions in front part of the support funnel, reduced call volume and increased online engagement in just a month after implementation
• Developed customer verbatim translation tool that enabled global teams to understand the “Voice of the Customer” across multiple languages and to overcome language barriers. Technology used: C#, WPF, OLAP and MS Translator
• Received two awards: Special Award in recognition of dedication and important contributions to Microsoft and CAD as well as Win 10 Travelers Impact Award in recognition of outstanding impact during Windows 10 Launch

Responsible for maintaining predictability in operational and financial reporting and identifying opportunities to improve customer experience and cost efficacy.
• Provided recommendations to the business on improving customer experience supported with in-depth analyses
• Designed and implemented Business Intelligence portal based on SharePoint, SQL and Performance Point Services
• Designed and implemented SSIS transport and transform data packages to enable efficient data manipulation
• Ensured coherent reporting strategy, processes implementations and data consistency

Responsible for maintaining predictability in operational and financial reporting in EMEA Customer Service and Support organization.
• Designed and automated reporting systems from business applications and supplier exports using MS SQL Server and SharePoint for EMEA region
• Partnered with quality managers, financial department and vendor account managers as well as technical departments on building reporting solutions that meet both quantitative and qualitative data needs
• Led investigations for negative KPI trends and incorrect agent behaviors or quality drops and presented analyses to EMEA Microsoft senior leadership team

• Migrated reporting systems during call center migration which involved recreating of all current reporting systems in the new localization and maintaining continuum in reporting all performance indicators to the client (Microsoft)
• Developed internal interactive website in ASP .NET and AJAX that empowered agents and team leads to have greater control over monitoring call center traffic and agent status
• Prepared in-depth analysis, reports and ‘Get to Green’ plans for client (Microsoft) and presented outcomes directly to client (Microsoft) and call center director

• Responsible for knowledge management evolution strategy in Call Center
• Improved effectiveness of the teams by developing internal knowledgebase based on InfoPath and SharePoint

• Coordinated tasks of PYPC department by identifying and distributing support incidents
• Increased agent effectiveness by developing technical articles which improved customer satisfaction and resolve rate

• Supported technical scenarios though phone and email support channels
• Delivered consult service for Microsoft consumers on configuring and implementing PC protection

• Supported product activation scenarios through phone and email support channels
• Handled incoming customer inquiries by providing information about Microsoft products licensing