Leszek Ozorkiewicz Email & Phone Number

Poznań, Poland

• Implementing and driving the Customer Success department’s growth strategy• Collaborating closely with all agency departments to ensure seamless operations• Enhancing customer service processes to improve efficiency and client satisfaction• Managing client accounts and fostering long-term business relationships• Conducting market and competitor analysis to identify trends and new business opportunities for clients• Leading the development of the Customer Success team and… Show more • Implementing and driving the Customer Success department’s growth strategy• Collaborating closely with all agency departments to ensure seamless operations• Enhancing customer service processes to improve efficiency and client satisfaction• Managing client accounts and fostering long-term business relationships• Conducting market and competitor analysis to identify trends and new business opportunities for clients• Leading the development of the Customer Success team and its members• Organizing and conducting 1:1 meetings, weekly check-ins, and training sessions for team members• Onboarding and mentoring new employees for a smooth integration into the team Show less

Poznań, Poland

• Managing the working time and performance of the Customer Service team across five Semergy companies (5 Team Leaders and approximately 50 Specialists); motivating the team and delegating tasks• Building strong, lasting relationships with clients and continuously ensuring their highest satisfaction• Developing, planning, and optimizing service delivery processes to enhance client outcomes and operational efficiency• Overseeing key performance indicators (KPIs) such as churn rate… Show more • Managing the working time and performance of the Customer Service team across five Semergy companies (5 Team Leaders and approximately 50 Specialists); motivating the team and delegating tasks• Building strong, lasting relationships with clients and continuously ensuring their highest satisfaction• Developing, planning, and optimizing service delivery processes to enhance client outcomes and operational efficiency• Overseeing key performance indicators (KPIs) such as churn rate, upsell and cross-sell value, productivity, and service quality• Analyzing performance data and preparing reports for the organization’s Management Board• Driving the professional development and skill-building of team members• Collaborating proactively with other teams across the organization to achieve shared goals Show less

Poznań, Poland

• Operational and executive responsibility for the implementation of the optimal SL and procedures• Planning the staffing of the Contact Center taking into account the assumed profitability, SL and forecast traffic• Preparation of reports, analyzes and forecasts for the needs of Contact Center Area and Controlling Departament• Optimization of operating costs, maintaining the profitability of the service• Maintaing positive relation with Customer• Operational management of a… Show more • Operational and executive responsibility for the implementation of the optimal SL and procedures• Planning the staffing of the Contact Center taking into account the assumed profitability, SL and forecast traffic• Preparation of reports, analyzes and forecasts for the needs of Contact Center Area and Controlling Departament• Optimization of operating costs, maintaining the profitability of the service• Maintaing positive relation with Customer• Operational management of a team of Team Managers and Consultants• Monitoring competency development, planning and conducting periodic evaluations of the subordinate team, career path planning Show less

Poznań, Poland

• Managing a subordinate team to maintain the operational parameters required by the Client,• Responsibility for the implementation of optimal operational and quality results and procedures agreed for the project,• Managing internal call center projects along with support of the main business line,• Real time management and planning the staffing of subordinate team• Preparation of quality and efficiency reports according to the Customer's requirements• Training and… Show more • Managing a subordinate team to maintain the operational parameters required by the Client,• Responsibility for the implementation of optimal operational and quality results and procedures agreed for the project,• Managing internal call center projects along with support of the main business line,• Real time management and planning the staffing of subordinate team• Preparation of quality and efficiency reports according to the Customer's requirements• Training and development of subordinate team members Show less

Poznań, Poland

• Managing the subordinate team to maintain the operational parameters required by the client• Responsibility for achieving optimal operational and qualitative results as well as agreed-upon project procedures• Call Center staffing planning considering established parameters and forecast• Preparation of quality and efficiency reports according to client requirements and internal company needs• Training and development of the subordinate team - conducting feedback sessions and… Show more • Managing the subordinate team to maintain the operational parameters required by the client• Responsibility for achieving optimal operational and qualitative results as well as agreed-upon project procedures• Call Center staffing planning considering established parameters and forecast• Preparation of quality and efficiency reports according to client requirements and internal company needs• Training and development of the subordinate team - conducting feedback sessions and coaching Show less

Poznań, Poland

• Responsibility for the performance of subordinate team members with particular emphasis on quality, productivity, customer service standards and work discipline• Supervision of Teammates' work through call assessment and individual presentation of monitoring results• Participation in the onboarding process of new Teammates and monitoring their work progress• Evaluating the work of the team and making personnel decisions within the group• Coordinating and supervising the work… Show more • Responsibility for the performance of subordinate team members with particular emphasis on quality, productivity, customer service standards and work discipline• Supervision of Teammates' work through call assessment and individual presentation of monitoring results• Participation in the onboarding process of new Teammates and monitoring their work progress• Evaluating the work of the team and making personnel decisions within the group• Coordinating and supervising the work of the team responsible for social media customer service,• Real time management (attendance, breaks, discipline, task allocation) Show less

Poznań, Poland

• Communication with customers via phone channel• Receiving and resolving customer complaints• Participation in the onboarding process of new employees• Supporting colleagues in resolving more complex issues

Political Science (Publicity And Promotion)

Bachelor Of Arts - Ba, Political Science (Public Governance)