Project Manager

Skills
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.

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
PLN
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.

Global Salesforce and Customer Satisfaction Manager,
Digital

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)

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.

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.

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

Providing interpreting and translating Polish-English.