Marcin Jablonski Email and Phone Number

I lead a team in delivering exceptional customer service across all access channels, prioritising first contact resolution and personalised service. I conduct regular 1:1 review meetings to provide feedback and coaching, supporting individual performance and development. Actively managing team capacity and availability, I ensure adequate coverage and efficient operations.I support department recruitment by participating in candidate review and selection. Using Management Information, I identify opportunities for improvement and conduct root cause analysis. I manage absence, performance, and behaviours in line with company policies, and I handle and resolve complaints to maintain high customer satisfaction. I drive the transition to new customer interfaces, promoting self-service options, and collaborate with the Customer Experience Coach to foster high performance and identify training needs. Building strong relationships with internal colleagues and key stakeholders, I ensure key business updates are communicated and understood. Involved in business initiatives, I act as an ambassador for the department, always looking for ways to make a positive impact. Through collaboration with contractors and other departments, I improve overall performance and maintain customer satisfaction.

Manage service excellence project by leading team to complete project’s operations within time/specifications. Spearhead team by providing guidance, assigning tasks, recruiting new employees, and monitoring performance for smooth running of project operations. Lead change initiatives to revitalize business operations, reduce risks, and minimize costs of organisation’s operations. Employ customer service skills to support business by promptly answering phone calls in a professional manner. Communicate with customers and deal with both sales as well as retention of insurance products. Handle incoming calls and professionally make outgoing sales calls to enhance company’s revenue. Provide product knowledge, advice on several insurance plans, and sale insurance products to new and existing customers. Deliver optimal guidance and ensure purchase of right product by the customers.Key Contributions:- Accomplished quality assessment audits to determine operational quality and ensured procedural compliance as per quality standards.- Deployed a consultative approach to conclude sales and guided customers regarding wide range of products.- Provided highly effective training to staff to enhance expertise and knowledge in order to achieve business objectives.

Conducted planning and formed decisions for smooth running of shift operations. Directed team members by providing training, implementing business strategies, setting goals for team, providing feedback, and creating reports on operations for senior management. Provided input to manage department’s routine operations. Conducted short term and medium term business planning with an aim to increase business profit and revenue. Key Contributions:- Received commendation from senior management and secured promotion for the post of team leader.- Conducted successful training sessions within the department, which reduced wastes by 30% in 2009.

Increased and maintained positive relationships with clients by delivering exceptional customer services and quality products. Introduced marketing strategies to support sales processes and ultimately raised company revenue. Prepared individual mortgage proposal for clients and manage all transaction operations of payments in an efficient and timely manners.Key Contributions:- Played an integral role in surpassing sales targets after first year by 25%.- Achieved 75% NPS (Net Promoter Score) satisfaction rate from customers.