Tomasz Trzaska

+ Manages Service Delivery Quality vs. SLA’s & Contract.
+ Ensures that the agreed targets for delivery are consistently met.

+ Plays an interface role between Account Managers and the Delivery Center that provide the different services to the client.

+ Coordinates service delivery activities, acts a single point of contact for the client.
+ Acts as a referral point for client issues, escalations and complaints, as well as for customer satisfaction surveys.
+ Identifies and provides feedback on business opportunities within the managed areas of the existing contract with the Client.

+ Manages Service Cost and Revenues and Margin
+ Forecasts revenue and costs for the assigned projects.

+ Identifies further service/project opportunities to grow business & revenue;
+ Understands and actively uses contractual agreements.Captures and articulates requirements for service/contract changes;
+ Has valuable some input in planning the overall client relationship strategy, concentrating on cost reduction and service improvement

+ Ensures management and staff involved are briefed, perform to expectations and deliver all services in scope to Client satisfaction at the required margin;

+ Has an understanding of applicable project management and/or operational management standards and procedures, and possesses a good understanding of the business and commercial context of the organization.
+ Manages Quality Standards for owned areas.
+ Works with and drives forward improvements within the managed areas and produces recommendations for inclusion in the service improvements plans;
+Constructs trend analysis, root cause analysis and other requested reports.

+ Develops and maintains good working relationships with Client/Client representatives for the specific areas managed;
+ Has a thorough understanding of the Client’s requirements and expectations within the areas managed;

+ Was responsible for a team of 200 employees, delivering Technical Support for Hewlett Packard (the key project for the Polish Stream Site). 6 Commercial Technical Support Teams and 3 Administrative Teams

+ Handled 50.000 contacts per month (Voice, Internet/CRM, Chat and Mail enquiries from end customers, business partners and service engineers, regarding HP commercial products for the DACH region (Germany, Austria, Switzerland) and Poland (about 20% volume)

+ Functioned as the single point of contact for Hewlett Packard DACH and PL.

+ Based on a rolling forecast successfully negotiated paid resources amount with client on a monthly basis.

+ Exceptional Client KPI development - first in EMEA to achieve the targets for all pay for performance KPI for HP commercial support and sustain that result for 6 months.

+ Delivered outstanding results on utilization ,retention and sickness rate.

+ Creation and successful realization of a yearly budget – with the consideration of last year financial results, contact volumes seasonality, working days amount - separately for each supported country, attrition, exchange rate variances, marked trends, cost saving initiatives, KPIs and Bonus achievements and a merit increase.

+ Maintained partnership and trust with client through constant evaluation and optimization of the outsourced support processes. Eestablishment functional communication channels and fast, effective escalation management.

+ Supported Staff development and personal growth by constructive coaching and performance evaluation.

+ Coordinated and maintained balance between Operations and all other internal departments

+ Main contact for client regarding process optimization and special handling requests.

+ Focused on deep understanding of clients processes, products and technicalities to adjust the outsourced processes optimal to meet his highest expectations.

+ Created reporting based on deep dive RAW data analyses and produced polished PowerPoint summary presentations and effective action plans.

+ Participated or moderated conference calls with client and other client suppliers on a regular basis.

+ Hosted onsite client visits with focus on productive, SMART outcomes and most positive impressions for guests possible.

+ Contributed to annual budget preparation and monthly financial forecasting with within a variance target of 5%

+ key role in a transition of 80 employees form onshore to offhore

+ key contributor to HP’s TSIA Certification (http://www.tsia.com/) as an important part of HPs support structure.

+ Coordinated workflow and assignments for Team Managers.
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Responsible for the daily one-on-one supervision and management of assigned team of more than 40 direct reports. Met contractual KPI obligations of the client through the management of operational activity of the team. Implemented systems and processes to achieve client-specified metrics while provided development opportunities to Agents.

Designed and implemented a Salary Incentive/Bonus – based on individual performance as well as team achievements which supported development of single employee competencies and drove team spirit and motivation in the same time. Easy to adjust and flexible this system allowed to keep the sickness rate under 4% annually, the second-best result on all Stream EMEA sites.


Responsibilities:

+ Leading team members, foster their professional development and growth, and promote teamwork and cooperation.

+ Ensuring that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.

+ Conducting weekly call-coaching training sessions as well as directing other Coaches in the performance of call coaching sessions. Providing feedback to Agents on other daily performance and behavioral activities.

+ Managing team metrics and retention goals.Teaming up with Site Leadership to develop actions to reduce attrition where possible.

+ Financial forecast preparation for revenues, bonuses, direct costs and gross margin on a monthly basis.

+ Scheduling and coordinating of team activities.

+ Coaching and mentoring of agents to ensure goals are developed for their personal and professional growth. Identifying performance related issues and developing an action plan for improvement.

+ Partnering with Human Resources: screening, interviewing and hiring agents for contract.

+ Teaming up with support organizations (Quality and Training, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.

Responsible for providing second level problem resolution for all incoming service inquiries and providing guidance to first level Agents. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Also provide support to both internal and external customers and 1rst level customer support agents.

Responsibilities:

+ Providing high level of technical support via telephone and/or other electronic mediums for Notebook devices

+ Providing guidance to first level agents in problem solving and using resources.

+ Delivering quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.

+ Delivering quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.

+ Coaching and training Agents in technical skills, customer service, and applicable processes and soft skills.

+ Assisting Agents with technical development by evaluating performance and providing appropriate feedback.

+ Employing a high level of interpersonal and communication skills to defuse customer and Agents frustration and move toward a solution. Provide resolutions to complex problems as necessary.

+ Achieving and maintaining a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction, client specific qualitative and quantitative KPI.s

+ Providing leadership for the Agents by informing them of opportunities for growth and setting goals.

+ Acting as an escalation point in the absence of a manager.

+ Searching and retrieving data from various databases.

+ Providing first level phone support for German speaking customers with Microsoft Product Activation including licenses for MS Terminal Server