Anna Lasoń Email & Phone Number

Kraków, Woj. Małopolskie, Polska

Kraków, Woj. Małopolskie, Polska

- managed the migration of three Customer Service teams (UK/IRL, FR, TR) while ensuring the stabilization of two other markets (PL, PL Export) - coordination of the pre-transition tasks including preparation of the office facilities- taking ownership of the order management knowledge and knowledge transfer process- worked with Recruitment Agencies and HR team to ensure people are hired and on-boarded within budget and required timelines- coordinated documentation of migrated processes and identified solutions to cover gaps- after the transition, managing a Shared Services Center team of 14 full time employees and contractors- standardized order-to-cash activities across different locations- providing support and developing the team through regular communication, planning, coaching, performance reviews and providing operational support to team members- handling client communication and escalations,- monitoring, interpreting and reporting key performance indicators- coordinated the migration to a new operating system S4Hana system, taking ownership over testing and implementation of new SAP in all CS activities (UAT, EUT, TTT & E2E + post go life support)

Kraków

- managing and leading a team of 11 people dealing with back office activities (order entry, service reports, invoicing, master data)- managing the performance of the team, ensuring that the service levels are met - supporting and developing the team through regular communication, planning, coaching and performance reviews - providing operational support to team members,- handling client communication and escalations,- monitoring, interpreting and reporting key performance indicators- driving process improvement initiatives- implementing Automation and Robotics into daily processes, improving SOPs

Kraków, Woj. Małopolskie, Polska

• Providing help to Customers by telephone and email and ensuring their satisfaction • Order processing and administration (including licensing aspects) • Investigating and solving Customers’ problems and complaints • Processing returns with or without credit, assisting in purchasing activities with local vendors • Close cooperation with Logistics and couriers • Handling new client inquiries and proactively resolve escalated customer issues • Helping to create a client centered culture (internal and external) with a focus on service quality • Mentoring and training up junior and new staff on a daily basis, making sure that customer service best practices are shared and implemented within the team and the department • Helping other the team members understand their role in helping to achieve business goals and objectives • Assisting sales division in their processes, acting as the face of the business • Supporting Credit Collection department in their daily job in recovering debts • Proving ad-hoc support to all stakeholders, team manager and colleaguesSince Q1 of 2015, the scope of the responsibilities included also:• Assisting the Manager in managing the team of 13 people • Independent managing the team on daily basis: ensuring emails and orders are followed, acting as a best practice owner, assessing behaviors in the team as well as performance • Managing escalations, operational activity and driving team’s performance • Active participation in the recruitment process, performing face-to-face job interviews with candidates • Working on reports, participating in conference calls with global positions.

Kraków, Woj. Małopolskie, Polska

- identyfying and responding to customer inquiries - providing “after-sale” services per customer requests including order tracking, proofs of delivery, invoice copies, return processing, and related services- processing orders for instruments, consumables and accessories using ERP system- managing order processing transaction issues to ensure product delivery (including logistics) and resolution to customer satisfaction.- service administration- complaint handling- responding, addressing and resolving customer billing issues- first line technical support- contributing to the quality system and to recommend changes

• initiating and maintaining quality contacts with American Customers via phone and email and establishing a close liaison with internal and external Clients• recovering overdue debts and disbursing credits• performing tasks that relate to account maintenance in SAP environment • dealing with Client’s enquiries and complaints• identifying disputes and raising with business units• mentoring new joiners and less experienced team members in a day-to-day manner, presenting them with procedures and providing them with best practice guidelines for prioritizing and carrying out collection activities• approving selected processes• investigating and resolving historic reconciliation issues• performing complex account reconciliations for other team members• assisting in the coordination of internal quality audits to evaluate whether team members act in compliance with the procedures• updating desktop proceduresOther: Learning & Development department and Capgemini’s Business Academy. Duties: conducting four or eight-hours long training sessions in the field of customer care and intercultural communication

Master Of Arts (M.A.), Language Interpretation And Translation, Good

Faculty of Philology: UNESCO Chair in Translation Studies and Intercultural Communication. Graduated with the degree of Master in Arts.

Bachelor Of Arts (B.A.), Applied Linguistics, Good