Agata M. Email & Phone Number

Lisbon, Portugal

- Undertake initial assessments to identify students, develop individual support plans, and engage in supervision and action learning sets as required.- Develop collaborative and collegiate working relations with a diverse range of key stakeholders, and learners, to deliver an enhanced and holistic coach-mentoring support service to students.- Delivery of coach-mentoring and solution-focused strategies to support new hires and agents. The purpose of this support is to help students… Show more - Undertake initial assessments to identify students, develop individual support plans, and engage in supervision and action learning sets as required.- Develop collaborative and collegiate working relations with a diverse range of key stakeholders, and learners, to deliver an enhanced and holistic coach-mentoring support service to students.- Delivery of coach-mentoring and solution-focused strategies to support new hires and agents. The purpose of this support is to help students improve the attainment of their study goals and achieve successful personal outcomes.- Contribute to the delivery and further development of the Eneba and Success Strategy from a practitioner’s perspective, to help enhance access, retention, progression, and the success of operations.- Manage a curriculum model and provide proactive and reactive specialists and professional support to learners, and groups, through a number of contact channels to promote success and progression, and contribute towards the reduction of the attainment gaps.- Work with various sources of data and evaluation frameworks, to ensure evidence-based approaches inform service design and delivery and contribute towards continuous service improvement.- Establish, develop, and implement new initiatives that are aligned with and contribute to the delivery of success and progression targets within the APP/website.- Adhere to ethical, professional, and regulatory standards appropriate to the coach-mentoring and guidance role, and in line with the support of students on different programs of study.- Ensure a duty of care to agents is maintained by responding in a timely manner, advocating on behalf of the student where appropriate and required, liaising and collaborating with relevant colleagues, and managing safeguarding issues in line with Eneba policy.- Take responsibility for the continual development of professional skills, knowledge, and competencies, to maintain and improve personal performance Show less

Lisbon, Portugal

- Create, define, embed, and own the end-to-end Quality + Training strategy for our CE department.- Set quality standards for incoming and outgoing communications and develop effective quality assurance and compliance processes- Implement and deliver coaching and continuous improvement for all members within CE + wider business- Create, develop, and implement tools and other methods to continuously improve quality, and customer experience- Manage and update knowledge management… Show more - Create, define, embed, and own the end-to-end Quality + Training strategy for our CE department.- Set quality standards for incoming and outgoing communications and develop effective quality assurance and compliance processes- Implement and deliver coaching and continuous improvement for all members within CE + wider business- Create, develop, and implement tools and other methods to continuously improve quality, and customer experience- Manage and update knowledge management systems in line with the quality standards, procedures, and process changes- Organize quality audits, and calibrations to identify training needs and analyze results- Create analytical reports, linking to quality performance and key KPIs in CE to define and implement relevant action plans- Cross-departmental collaboration to contribute toward the wider business strategy- Develop quality assurance plans by identifying control points, monitoring procedures, corrective actions, and verification procedures- Design quality scorecard programs and maintain feedback mechanisms for all services- Complete regular reviews and identify individual knowledge gaps, as well as wider team trends, and recommend and conduct appropriate retraining.- Create and maintain engaging training and coaching materials- Ensure the team is aware of any product developments, business campaigns, and processes updates and how this impacts their work- Share regular daily, weekly, and monthly reports to the exec teamCreate, review and own the end-to-end employee training/development life cycle for both new and existing team members- Take full ownership of quality/performance management systems in Customer Care, ensuring we are maximizing our usage to ensure the optimum level of ROI- Ensure best practice is documented and executed within CE processes- Lead and manage the Quality and Training team once identified Show less

Lisbon, Portugal

- Map out annual training plans for management, HR, customer support, and more- Design and develop training programs (outsourced and/or in-house)- Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)- Market available training to employees and provide necessary information about sessions- Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be… Show more - Map out annual training plans for management, HR, customer support, and more- Design and develop training programs (outsourced and/or in-house)- Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)- Market available training to employees and provide necessary information about sessions- Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed- Use known education principles and stay up-to-date on new training methods and techniques- Design, prepare and order educational aids and materials- Assess instructional effectiveness and determine the impact of training on employee skills and KPIs- Gather feedback from trainers and trainees after each educational session- Maintain updated curriculum database and training records- Host train-the-trainer sessions for internal subject matter experts- Manage and maintain in-house training facilities and equipment- Research and recommend new training methods, like gamification Show less

Rejon Lizbona, Portugalia

1. Monitored social media and online sources for industry trends2. Resolved conflicts and negotiated mutually beneficial agreements between parties3. Worked with Small and Medium business customers to understand needs and provide technical and marketing service4. Wrote and edited high-quality content and visually impactful programs under deadline pressure with an exciting, captivating, and authentic approach. All checked by the Client and delivered to other Vendors5. Eliminated… Show more 1. Monitored social media and online sources for industry trends2. Resolved conflicts and negotiated mutually beneficial agreements between parties3. Worked with Small and Medium business customers to understand needs and provide technical and marketing service4. Wrote and edited high-quality content and visually impactful programs under deadline pressure with an exciting, captivating, and authentic approach. All checked by the Client and delivered to other Vendors5. Eliminated process gaps by implementing new methods of standardized training.6. Mentored new hires, resulting in stronger staff development and increased productivity7. Evaluated current processes to develop improvement plans8. Helped leaders understand how to effectively manage Total resolution time, Productivity, Resolution rate 9. Coached business leaders on Marketing, Soft skills and Escalation process10. Preparing onboarding training reports such as Kirkpatrick11. Participating client s meetings, providing them with analysis product related 12. Trained team members in successful strategies to meet operational and sales targets and how to use persuasion and sales techniques13. Developing training content that is approved by the client and communicated to other Vendors 14. Participated in Quarterly meetings in Client HQ in Ireland Show less

Rejon Lizbona, Portugalia

1. Performed risk analyses to identify appropriate security countermeasures.2. Researched and developed new escalation training 3. Recommend improvements in security systems and procedures. 4. Managed Quality assurance program, including on-site evaluations, internal audits, and customer surveys5. Cross-trained and provided back up for customer service managers. 6. Increased efficiency and performance by monitoring team member productivity and providing feedback7… Show more 1. Performed risk analyses to identify appropriate security countermeasures.2. Researched and developed new escalation training 3. Recommend improvements in security systems and procedures. 4. Managed Quality assurance program, including on-site evaluations, internal audits, and customer surveys5. Cross-trained and provided back up for customer service managers. 6. Increased efficiency and performance by monitoring team member productivity and providing feedback7. Maintained up-to-date knowledge of product and service changes.8. Helped out to the operations so agents could achieve their KPIs Show less

Rejon Lizbona, Portugalia

1. Performed risk analyses to identify appropriate security countermeasures. 2. Researched and developed new escalation training 3. Recommend improvements in security systems and procedures. 4. Managed Quality assurance program, including on-site evaluations, internal audits, and customer surveys. 5. Cross-trained and provided back up for customer service managers. 6. Increased efficiency and performance by monitoring team member productivity and providing feedback. 7… Show more 1. Performed risk analyses to identify appropriate security countermeasures. 2. Researched and developed new escalation training 3. Recommend improvements in security systems and procedures. 4. Managed Quality assurance program, including on-site evaluations, internal audits, and customer surveys. 5. Cross-trained and provided back up for customer service managers. 6. Increased efficiency and performance by monitoring team member productivity and providing feedback. 7. Maintained up-to-date knowledge of product and service changes. 8. Helped out to the operations so agents could achieve their KPIs Show less

Warszawa, Woj. Mazowieckie, Polska

1. Multiplied earnings through sales goal achievement, customer service improvements, and commitment to team objectives. 2. Submitted reports to senior management to aid in business decision-making and planning. 3. Established and optimized schedules to keep coverage and service in line with forecasted demands. 4. Trained team members in successful strategies to meet operational and sales targets. 5. Participated meetings with Area Manager and other flag stores 6. Managed… Show more 1. Multiplied earnings through sales goal achievement, customer service improvements, and commitment to team objectives. 2. Submitted reports to senior management to aid in business decision-making and planning. 3. Established and optimized schedules to keep coverage and service in line with forecasted demands. 4. Trained team members in successful strategies to meet operational and sales targets. 5. Participated meetings with Area Manager and other flag stores 6. Managed warehouse and items delivery, also responsible for store merchandising Show less

Warszawa, Woj. Mazowieckie, Polska

Responsibilities:1. Customer service2. Phone contact with customers (sales, returns, sending information about marketing events)3. Working with customers via website4. Accepting deliveries and making orders about new collections5. Doing a part-time Visual Merchandising job.

Warsaw, Masovian District, Poland

Newsroom (website http://freestyle.pl)Editor, journalistResponsibilities:- Journalism- Adding local events on the website- Updating own blog- Mistakes correction- Writing news accordingly to guidelines

Warsaw, Masovian District, Poland

Sales assistant 1. Sales (luxury products)2. Customers service3. Helping with organizing events4. Mail contact with customers5. Having basic knowledge about SAP program

Piaseczno

1. Customer service2. Organiznig delivery

Licencjat, Komunikacja Społeczna I Dziennikarstwo

Journalism and media knowledge Focused mostly on: 1. Newspapers 2. Media manipulation 3. New media (social media) 4. Preparing proper news.

Secondary School Certificate, General Knowledge, Matura

Activities and Societies: Historican Club, PE club Liceum ogólnokształcące z oddziałami integracyjnymi. Klasa z rozszerzonym programem.

Education record

Activities and Societies: Journalistic association Liceum Ogólnokształcące, profil z rozszerzeniem: języka polskiego, historii i Wiedzy o.