Bartosz Mróz Email & Phone Number

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

- Improved quality of escalations by designing an automated quality assurance process, including development of API integration between Zendesk and Playvox;- Reduced amount of internal escalations by 35% with root cause analysis of drivers, and preparing training content;- Administered Zendesk including setup of Webhooks, Triggers, Automations, SLAa, and Skills;- Decreased employee effort and increased productivity by automating repetitive processes (data entry, bulk customer communication) with no-code software, and without consuming time of developers;- Developed advanced KPI dashboards in Looker to improve Sales performance visibility for C-level executives, used for board reporting and driving data-driven decision-making;- Optimised bounce rate from 50% to 10% by leading Help Center re-design project - from procurement to implementation;- Set up sales processes from scratch during 2-weeks project and delegation in the US, and maintained process moving forward, together with Hubspot administration.

Barcelona, Catalonia, Spain

- Ensured high rating in Trustpilot (4.7/5.0) and Shopify App Store (4.6/5.0), by turning around negative reviews, and resolving issues face by customers, including handling most frustrated users over phone calls and emails;- Reduced percentage of escalations from 14% to 10% by standarization and automation of the process, what allowed collection of high quality data necessary for root cause analysis and informed decision making;- Conducted 90+ final interviews and assisted Customer Service Manager in making hiring decisions for 20+ candidates;- Built internal tools and web scrapers for Customer Success teams, that enabled more accurate identification and prioritisation of high-potential leads;- Collaborated closely with Product and Engineering teams, and built various business cases while advocating for voices of the customers, that allowed to reduce amount of tickets related to bugs and feature requests.

Kraków, Woj. Małopolskie, Polska

- Generated €85000 of revenue in ticket sales per event with organic marketing and no ads spend;- Maintained 30% Gross Profit Margin, by participating in many negotiations, leading to significant cost reduction;- Achieved consecutive result of >90 NPS Score, by actioning feedback collected by participant in experience surveys;- Worked with 20+ world class choreographers, and brought over 400 different participants from 25+ countries all over the world;- Orchestrated operations, including coordination of team during duration of the event, as well as arranging ground transportation, flights, and hotel accommodation for choreographers.

Cracow, Małopolskie, Poland

Cracow, Poland

Kraków, Woj. Małopolskie, Polska