In this position I participated in recruitment activities, provided constructive feedback - coaching, mentoring, motivatating and evaluating the performance of the team on a regular basis. Morover I was responsible for ensuring the proper implementation of new customer service structures and procedures. Envolving team members I provided directions, instructions and guidance to them to achieve the goals together.

My tasks were:- Take part in the knowledge and information transfer - Participate in the selection process of new hires - Ensure quality of the customer service, productivity, SLAs- Review and report on the performance of the team/individuals, give feedback to agents on their own performance, prepare performance evaluation, advice improvement plans and trainings- Communicate relevant information towards the team- According to cusotmers' feedbcak analyze and improvement business process (BPM, BPR) of customer service to increase customer satisfaction.

My responsibilities include:- Keeping contact with dedicated key accounts and developing new business opportunities- Making and preparing agreements and contracts- Achieving business (sales) purposes according to sales strategy - Setting up new sales approaches, reporting- Handling customer complaints, analysing and solving special cases

General administrationGeneral office supportProcessing documentsGeneral tasks of the office running; rules fo the office building, office suppliers, equipment maintenance