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 performance, and network projects.- Serve as an escalation point for my team, addressing issues or barriers impacting the customer experience and leading Process Improvement events to resolve people or customer issues.- Represent my team within the wider business, being accountable for creating inputs, actions, and representation of team performance in standard meeting routines, such as metric calls.- Act as an operational point of contact for business teams to coordinate launches, messaging, and reviews as needed.

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 projects, and managing highly sensitive customer interactions.- Supported Enterprise Sales escalations unique to Amazon Business, addressing escalations from the largest Amazon Business customers.- Led team communications regarding metric results, policy adherence, and process consistency.- Fostered a self-driven, customer-focused, and innovative team culture.- Recruited and hired both regular and seasonal workforce as needed.- Identified, owned, and championed medium to high complexity cross-departmental initiatives.- Developed expertise in internal systems, departments, policies, and procedures.- Set and attained performance goals to meet customer promise expectations.- Overcame obstacles and influenced stakeholders to achieve desired results.- Resolved high complexity or sensitive customer interactions escalated by specialists.- Analysed trend and business insights data from executive and Customer Service contacts to identify and drive mutually beneficial resolutions impacting the broader customer base.- Analysed barriers to efficiency and work standards within departmental work and drove strategic solutions and projects to overcome these barriers.- Investigated and compiled detailed upward summary reports to Amazon Executives as part of the Jeff Bezos inquiry process.

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 increased client satisfaction.- Reduced service level misses by 55%, significantly decreasing call waiting times for customers.- Implemented performance standards and quality controls to maintain high service levels.

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 and led several continuous improvement projects, including a weekend workforce and manager rotation schedules.

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 executed action plans to address performance barriers and support associate development.- Reviewed and analyzed performance metrics to identify areas of opportunity.- Created reports reflecting individual and team performance.- Collaborated with workforce management to execute daily staffing plans, identified significant volume and capacity changes, and made just-in-time adjustments to meet service level goals.- Managed schedules, monitored adherence, and coordinated time-off planning and attendance in partnership with Workforce Management.- Participated in process improvement initiatives.- Served as Program Manager for Amazon Business Germany in Q4 2019, performing additional duties as needed.

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 financial resources effectively.- Reviewed internal foreign labor quotas, focusing on efficiency and quality aspects

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 TRICARE-eligible beneficiaries in Heidelberg, Mannheim, and Schwetzingen communities.- Collaborated closely with International SOS (ISOS) and host nation providers to ensure patient access to safe, high-quality, reliable care, resulting in a positive patient experience.- Acted as the primary point of contact for all billing issues with host nation insurance companies and hospitals, successfully managing over 250,000 Euro in medical billing errors.- Resolved over 500 issues and referrals per month in collaboration with ISOS and host nation stakeholders.- Assisted in the implementation and service delivery of a newly established referral procedure by ISOS.

Bachelor Of Science - Bs, Biology, General

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