Marek Kus Email & Phone Number

Poland

Responsible for overall service line metrics including chat and call centerabandonment rate for Ryanair service, volume penetrated, phone screens, andquality assurance goals.Met with agents routinely and provided coaching to ensure performanceadherence including individual goals and attendance/behavioral issues.Utilized call center software to upload daily calls, adjust call out volume,observe agent productivity, and manage appropriate volume… Show more Responsible for overall service line metrics including chat and call centerabandonment rate for Ryanair service, volume penetrated, phone screens, andquality assurance goals.Met with agents routinely and provided coaching to ensure performanceadherence including individual goals and attendance/behavioral issues.Utilized call center software to upload daily calls, adjust call out volume,observe agent productivity, and manage appropriate volume levels.Directly responsible for hiring, interviewing, and coaching top performersand maintaining a high standard of moral for the departmentImplemented tools utilizing all Microsoft programs to assist in reporting outon the business unit - including recommendations, agent performance,overall call center performance and recruiting updates.Manage, supervise, assist and evaluate 150+ customer service agent both voice and non-voice operations.Conduct and document weekly staff meetings and compliance training concerns grooming standard.Motivate, promote and direct staff to meet goals and encourage staffs through positive communication and feedback.Develop individual & team goals and implement plan to carry out objectives.Conduct & document compliance training.Keep track of attendance, daily statistics, paid time off, sick time and coordinate .Create a detailed plan of the way in which you plan to impact your team's day-by-day performance.Develop schedules with agent staffs each month to ensure all objectives are covered.Schedule residual training, departmental meetings, and System program training. Show less

Warsaw, Masovian District, Poland

Supervised all bartenders and night time serversResponsible for maintaining award winning customer service for our largenumber of corporate clients.Made weekly front of the house schedule.Trained and helped in hiring new staff.Managed procurement of all resort liquor and bar supply requirements ontime and within budget.

Toronto, Canada Area

Maintained and controlled bar stock and arranged suppliesSupervised a staff of 10 employeesTrained staff and delegated opening and closing proceduresCleaned and sanitized utensils, glassware, and bar equipmentConducted monthly inventories and ordered bar suppliesCompleted daily cash out of registers and recorded sales

Hospitality Management Diploma, Hospitality Administration/Management

High School Diploma, High School/Secondary Diplomas And Certificates