Rafael G.

Project Manager

970 dollar

Mon expérience

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BooksyMarch 2020 - May 2020

Partner with the CTO, business unit leaders and operations teams to develop a vision for the internal IT systems and tools required to support global business operations in line with overall company strategy , create a roadmap for automation of business processes, implementation of new tools and systems and migration from legacy systems, take on-hands responsibility for implementing the roadmap by leading specific projects,
Personal Info engaging key stakeholders in the organization and working with
development teams and external vendors. Seek out opportunities for cost

Email optimization of our SaaS and vendor license usage.

rafalgolan@gmail.com Salesforce impementation and development.

Phone Due to coronavirus Booksy ceased operation and proceed with mass
600400291 layoffs.
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edrone.meMarch 2019 - October 2019

Leading and guiding product team to create products from conception to launch and all stages in between of the product lifecycle. Understanding concepts and requirements, overviewing software development execution from design to technical implementation and measuring progress on an ongoing basis. Product and project/scrum master experienced building the execution support structure and I am a key driver of the initiatives for fastpaced,
cross-functional teams. Motivating teams to achieve a higher level of performance and innovation. Collaborating with product managers, engineers
and designers to refine product requirements and use cases to ensure they are ready for development. Developing product strategies.
Maintaining key partnerships with Google and Facebook and other 3rd party
Managing all business areas including sales, key partnerships department, HR and product. Responsible for P&L and reporting to the board. Working with CEO on investment plan and searching for investors.
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BooksyOctober 2019 - October 2019

Responsible for setting up and streamlining processes in Booksy Poland.

ITIL Setting up policies around GDPR, Collection, Invoicing and Customer
Service processes. Preparing global reporting for all departments, being
Agile Foundation part of marketing and sales initiatives. Introducing Kaizen and CI

PRINCE2 processes. Preparation and implementation of changes in the spirit of

Foundation Customer Centricity, ensuring continuity of work and delivery of the team's
basic KPI, operational responsibility for all aspects of contact with users
Scrum Master and clients. Introduced Collection team and processes with bad debt

Kaizen policies.

Coaching Working on key global initiatives, Salesforce Implementation, GDPR

Six Sigma Green Introduction, Streamlining Global CS processes, VOiP Global System

Belt Implemetation.
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edrone.meMay 2018 - March 2019

As a head of product I am focusing on delivering state of the art SAAS tool
first eCRM for eCommerce along with Autonomous Marketing Automation
Cloud. Working closely with CEO and other departments I am responsible for
developing ideas, business analysis and project implementation. Indirectly managing Engineering team I have introduced scrum into organization. We have together achieved 121% of increase in sales in 2018.
Leading the strategy of product development at edrone and working with cross-functional teams (legal, marketing, sales, support and engineering).
Introduced RFM Analysis, Facebook Ads and Google Ads into edrone.
Signed partnership with several comapnies including Google and Facebook.
Worked on Machine Learning in eCommerce, chat solution and social selling.
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Blue Business MediaFebruary 2018 - May 2018

Created strategy for marketing working on content marketing, using latest technologies (AdWords / Banners / LinkedIn Ads and LinkedIn Inmails / Facebook / Marketing Automation). New initiatives - working with Landing pages and pre-sales. Responsible for implementing cutting edge technologies which support company's marketing strategy. Responsible for implementation marketing automation, crm, data analysis, lead generation solutions and other custom made technical solutions. Cooperation with creative agencies and press, creating barter contracts for conferences.
Investing in marketing activities to see ROI. For each invested 1 PLN - 4
ROI. Latest results shows ROI 600%. Improving BBM website - increased response time by 15 seconds, working on UX and UI. Cooperating with
Business Development Team to bring leads. Working on creatives - from video to emailing. Improving customer journey. Setting up mature agile marketing processes, implementing data driven management and data driven
marketing. Cooperation on global brand repositioning & communication strategy.

Created sales strategy for telesales department. Improving and increasing results. Introducing CRM system for better control of data base, 360 view of a
customer and seamless journey of the customer. Short- and long-term profitability growth with the customer and gaining market share in conference
business in Poland.
Creating HR structures, training and development sessions. Streamlining hiring processes to meet corporate standards. Creating a SharePoint for knowledge sharing. Introducing yearly appraisals for all employees and also
establishing work satisfaction surveys.
Managing 25+ people in sales and marketing department.
Objective: 40+ conferences a year.
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Base CRMJune 2017 - February 2018

Managing the EMEA side of the business, act as a leader for service, implementation and technical team. Overviewing the projects that improve customer experience as well as bringing additional value for business across
the Europe. Responsible globally for Customer Satisfaction - creating processes and procedures in order to close the feedback loop. Holding a budget for all EU activities. All marketing and sales activities - focus on up sell and cross sell.
Objective: 300+ EMEA companies.
Reasons for leaving: Base lost funding, all EU operation ceased. Will discuss
in details upon request.
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International Personal Finance PlcOctober 2015 - June 2017

Global Salesforce and Customer Satisfaction Manager,

International Personal Finance Plc, Warszawa

Global business leader of Salesforce focusing on utilisation and project management.
Managing external and internal partners (Salesforce admins and developers).
Translating business needs into IT 'language' and vice verse.
Visionary management - using the full potential of the CRM; increasing the usability, performance of the business and automation.
Full budget responsibility for Salesforce developments and administration.
POC for Salesforce related issues and projects.
Working on automatization and user experience.
Global manager of customer satisfaction - introduction of complete strategy for IPF Digital (8 countries); creating new channels for communication: email
/ sms and introducing KPIs that are now being used by business and directors. introducing new KPIs : NPS, CES , EDR and CuSAT. Managing stakeholders and providing weekly and monthly reports to board. Setting up
the goals for markets and being accountable for results by holding monthly meetings with various stakeholders (quality leads / CC Managers and Country managers). Reporting to CEO and MD the results and providing the
execute summary.
Providing educational meetings around customer satisfaction as well as campaigns for Customer Care departments. Closing loop with customer feedback by creating processes in IT and CC.
Working on Kaizen and Six Sigma activites throughout the business.
Managing: 15 team members (Salesforce Admins / Developers /UX team)
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International Personal Finance PlcOctober 2014 - October 2015

Setting up a new customer service and collection department in a newly created business in Poland. Setting up whole operations from operational handouts to signing new contracts with various partners. Setting up the culture in the company and creating mission and vision for operations department. Working on HR items like processes, training and development.
Creating SharePoint as a training and knowledge portal for operations.
Areas of responsibility:
* Collection
* Team management
* Recruitment
* Call center
* Kaizen and Six Sigma
* Complaints
* External clients management
* CuSat (92%) and NPS (55)
Managing: 20+ people (managers, team leaders, agents)
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Rational GroupOctober 2013 - October 2014

Managing a team of poker advisors, increasing customer satisfaction across
the business. Focus on increasing NPS through different activities involving quality projects, cooperation with various teams across the business. It was
24 HRS environment which includes working with teams in different locations
and time zones.
Introducing new channels of customer satisfaction and being global customer
satisfaction. Providing weekly reports and analysis as well as managing and
setting up the goals for the whole operations.
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Content creatorMay 2013 - May 2014

Livemocha, Online

Create learning sets for new Livemocha platform. A year project.
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SKYFebruary 2013 - October 2013

Working with the team of advisors who were responsible for providing customer service to SKY's customers. Main focus on quality and customer satisfaction. NPS and CuSat were main KPIs for the company. Customer centric approach - voice of customer was the driver for changes.
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BPOSeptember 2012 - February 2013

Looking after several accounts and provide immediate response to changing
customer's needs. Developed coaching and training practices. Responding to
ad hoc requests from clients and create SOPs to meet new requirements.
Managing teams revenue versus cost.
* Telesales
* Telemarketing
* Customer Service
* Care Lines
* Overflow and Direct Line Management
* Direct Response Lines to Advertising
* Order Processing / Credit Card Orders
* Telesales
* Telemarketing
* Product Promotion / Awareness
* Market Research
* Customer Satisfaction Analysis
* After Sales Customer Care
* Customer Retention/Churn Prevention
* Credit Control
* Sales Lead Generation
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AmazonDecember 2010 - September 2012

I set the vision, direction, and culture of my team by managing individual and
team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving seller
satisfaction, monitoring real time service levels and schedule adherence, and
serving as a leader and point of contact for escalated contact resolution of a
supervisory or sensitive nature.
I manage escalations of complex problems from Seller Support Associates and identifies, evaluates, reports technical and operational problems and manages time and workflow independently and effectively including appropriate delegation. I also manage special projects related to Seller
Support and communicates project status and results to Seller Support
Management worldwide.
Creating development strategies for Team leads and Service Advisors.
Working on Six Sigma and Kaizen activities.
Amazon being the most customer centric company has the culture where though six-sigma project improvements were made based on customer feedback.
* Reduced Ageing Cases by 80%
* Decreased Seller's Dissatisfaction Rate by 7%
* Developed New Hires Ramp Up Program
* Introduced weekly Business School for Team Leads
* Co-inventor of Rewards and Recognition Program
* Developed Live Escalation Process to increase seller satisfaction
* Monthly satisfactory survey sent to associates
* Turnover decreased by 8%
* Increased overall employees satisfaction
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AmazonFebruary 2010 - December 2010

Monitoring SLAs, KPIs and other business specific metrics. Mentoring and coaching. Creating and conducting various projects. Conducting trainings.
Preparing training materials and cooperating with training and design team.
Close cooperation with management team.

2009-08 - 2010-02 Technical Account Management Associate
Amazon, Cork, Ireland

Working on the front line with customers and resolving their issues.
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Unique Voice Language InstituteJanuary 2009 - April 2010

Providing interpreting and translating Polish-English.
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BPOMay 2008 - August 2009

Leading a team of technical advisors in BPO environment. Working for a major account and providing technical support on software and hardware.
3 months assignment in Barcelona's office.

Mes compétences


Business Analysis, Team management, Strategic Planning, Market research, Six Sigma, Customer relationship management, Coaching, Business Development, Google AdWords, Project Management, ITIL, Marketing, Content marketing

Application servers

Microsoft SharePoint




Machine Learning

Analysis methods and tools

Agile Methodology, Scrum

Mes études et formations

Higher Diploma, Personnel Management - Griffith College

Rewards and Recognition Program - Business School for Team Leads

CIPD, Higher Diploma in Personnel Management. - University College Cork, Cork, Irelands

Master of Business Administration - Franklin University2019 -