Ewa Dabrowska Email & Phone Number

Stockholm, Se

Stockholm, Se

Newark, California, Us

Eagan, Mn, Us

Eagan, Mn, Us

Reporting to Site Director.Key responsibilities:•Service Delivery Management for the portfolio of 4 accounts (direct supervision of 5 team managers, more than 130 multilingual technical support professionals and engineers) – inbound and outbound technical support, customer care and up-selling, B2C (70%) and B2B (30%)•Client/Account Management of the existing accounts – help to the Clients in optimizing of the customer care (front end and back end) processes, consultancy, set up and implementation of the processes. Optimization of the structure of the existing accounts – sales of additional services/seats•Coordination of best practice sharing between the sites on particular accounts – acting as EMEA wide single point of contact against the Client’s representatives.•Business Development in Poland.

Eagan, Mn, Us

reporting to Site DirectorKey responsibilities:•Service Delivery Management for the portfolio of 4 accounts (direct cooperation with 4 team managers, approx. 70 technical support professionals and engineers) – inbound and outbound technical support, customer care and up-selling, B2C (70%) and B2B (30%).•Supportive role on the international accounts to team managers in the other locations (Sofia, Cairo, Mumbai) – acting as single point of contact against the Client’s representatives•Business Development in Poland

Zagorje Ob Savi, Si

reporting to International Telemarketing ManagerKey responsibilities: •direct management of the team of customer service representatives (200 agents plus middle level management team) – inbound and outbound telesales, telemarketing, profiling and debt collection •execution of B2B and B2C projects•supervision over recruitment, training and sales of CC services•set up and implementation of operational processes in the CC•performing key account management role•building and implementing renumeration strategies for employees•monthly calculation of the employees’ salaries•responsibility for operational and financial performance of the CC •preparation and execution of CC yearly budget

Zagorje Ob Savi, Si

reporting to Call Center ManagerKey responsibilities:•direct supervision of telesales team – outbound calls in B2C segment on behalf of company’s Key account (50 agents plus middle level management team dedicated to the project)•recruitment and preparation of the trainings•performing key account management role•responsibility for operational and financial efficiency of the project

reporting to Managing Director CEEKey responsibilities: •direct supervision of the multilingual customer service, back office and telesales team in CEE region with internal and external resources (12-20FTEs)•customer base development (acquisition and retention) in CEE •co-creation and execution of customer service, customer development, pricing, sales and debt collection policies •set up and implementation of operational processes in CEE•searching for external service providers throughout CEE (call centers, media providers)•negotiating SLA’s with external service providers •coordination of telesales campaigns•on-site visits at customers’ locations, supporting KAM activities•billing and invoicing of existing customer base•recruitment and training of employees and at external call centers•administration of call center platform and IT infrastructure in location, performing local IT helpdesk role•participation in Talent Management Program of Wolters Kluwer Group

Gütersloh, De

Reporting to Call Center ManagerKey responsibilities:•direct responsibility for KPI management for inbound and outbound hotlines •co-management of a group of multilingual hotline agents (around 80 German speaking and 6 Hungarian speaking) •recruitment •volumes forecasting •shift planning •creation, implementation and execution of motivating system for CC in Szczecin

Master’S Degree, International Economics

Postgraduate, School Of Business Trainers