Agnieszka Rich Email & Phone Number

Freiburg Im Breisgau, BW, DE

Germany

- Set the vision, direction, and culture of my team by motivating a group of Resolution Specialist leaders.- Drive process improvements, reduce repeat contacts, and enhance the customer experience through the use of anecdotes, data, and metrics.- Oversee both production and non-production duties, manage highly sensitive customer interactions, team.

Greater Freiburg Area

- Successfully led and developed a team of 17 executive escalation specialists across Europe (Italy, France, Germany, and Spain) and the United Kingdom.- Managed the team's non-production duties, including the Jeff Bezos inquiry process, interfacing with Amazon Executives, Legal, PR, and other senior leaders, handling high complexity team and network.

Greater Freiburg Area

- Led a team of seven Team Managers (TMs) and 150 Customer Service Associates (CSAs).- Oversaw operational performance for Amazon Business in Germany, managing three sites with over 200 employees (Germany-remote, Berlin-onsite, and Cape Town, Africa).- Exceeded the 2021 quality performance objective, raising the rate from 82.4% to 85.85%, resulting in.

Poland

- Supported the launch of the first remote Customer Service site in Poland, serving the German, Italian, and French marketplaces.- Managed a team of 6 Team Managers and over 116 Customer Service Associates, driving operational excellence in quality and efficiency.- Established multiple processes related to hiring and shift rotation of managers.- Initiated.

Freiburg Area, Germany

- Led a team of 60 Amazon Business (AB) Associates.- Managed performance and behavior of AB associates through effective 1:1 meetings, coaching, and mentorship.- Implemented team and individual performance goals, monitored progress, and evaluated outcomes.- Achieved the highest Quality rating in Amazon Business Germany in Q3/Q4 2019.- Developed and.

Freiburg Und Umgebung, Deutschland

- Managed and developed a team of 10 members, significantly improving receiving and order processing operations.- Increased efficiency by 50% by reducing the average customer case handle time from 10 days to 5 days.- Administered training and development programs for 15 employees, enhancing their skills and performance.- Budgeted and managed the team's.

Taunusstein, Hessen, Germany

- Executed internal sales projects through meticulous coordination with departments in South Korea, Germany, France, North America, and the United Kingdom.- Provided administrative and management support to a team of 20 staff members.- Managed various international projects, including marketability assessments and microbiology testing projects.

Heidelberg, Baden-Württemberg, Germany

- Supervised a team of 10 personnel across two departments, ensuring flawless support services and assistance to U.S. patients treated by Host Nation providers in Germany.- Delivered comprehensive, patient-centered TRICARE Overseas Program (TOP) health care services to over 1,600 U.S. Military service members, family members, retirees, and other.

Bachelor Of Science - Bs, Biology, General

Master'S Of Science, Health/Health Care Administration/Management