Mariola Vano Email & Phone Number

United Kingdom

Client Collaboration: Collaborating with a diverse range of clients and partners through various communication channels (email, phone, and chat) to comprehensively understand their needs and address inquiries effectively. Content Creation Coaching: Coaching advertising partners in submitting brand-enhancing content, and elevated brand presence. Quality Control Expertise: Conducting thorough audits of marketing materials submitted by partners, ensuring alignment with established guidelines and brand standards. Instrumental in determining eligible costs for reimbursement, enhancing accuracy and adherence to quality benchmarks. Partnership Leadership: Leading partnerships by serving as a liaison with internal teams, fostering seamless collaboration and communication channels. Proactive Communication: Proactively communicate status updates and recommendations to both internal teams and partners, ensuring transparency and alignment. Technical Troubleshooting: Addressing and troubleshooting issues related to website functionality, collaborating with IT teams to swiftly resolve challenges. Demonstrating a proactive approach to problem-solving for improved user experience. Team Collaboration: Actively participating in team collaboration through idea-sharing and brainstorming sessions, contributing to a dynamic and innovative work environment. Leveraging collective creativity to drive successful outcomes.

London, England, United Kingdom

Team Leadership and Development: Successfully led and managed a team of 7 Customer Care Associates (CCAs), providing continuous training, motivation, and support. Fostered a positive team culture and focused on individual development, resulting in a more skilled and motivated team. Performance Management: Organized and conducted monthly 1-2-1 sessions, quality assessments, and feedback sessions. Set clear and measurable objectives utilizing SMART and GROW methodologies, resulting in improved individual and team performance. Customer Query Resolution: Provided hands-on support to team members in handling complex customer queries and managed escalated calls, ensuring a high level of customer satisfaction and issue resolution. Implementation of Zendesk Ticketing System: Successfully implemented the Zendesk ticketing system as part of the customer service solution, enhancing efficiency and improving the overall customer support process. Work Queue Management: Monitored and assigned work queues, ensuring that all customer queries were resolved within set SLA targets, maintaining a high standard of service delivery. Knowledge Enhancement Initiatives: Created content for weekly team huddles to enhance the team's knowledge and increase business awareness, promoting a collaborative and informed working environment. Process Improvement: Proactively created and wrote new processes, collaborating with other departments to streamline and improve internal processes. These initiatives led to increased efficiency and a more synchronized workflow. New Starter Onboarding: Reviewed and implemented a new starter schedule process, providing new team members with a structured and organized training plan. This contributed to a smoother onboarding experience and faster integration into the team. Recruitment and Interviewing: Conducted interviews and provided feedback to potential candidates, ensuring the selection of qualified and motivated individuals to join the team.

St Neots

Led a dynamic team of 10 Customer Care Associates (CCAs), fostering a collaborative and supportive environment. Motivated and coached team members to cultivate positive customer relationships, ensuring the delivery of exceptional customer service. Organized and conducted monthly 1-2-1 meetings, quality assessments, and provided constructive feedback. Set clear, measurable objectives using SMART and GROW methodologies, driving continuous improvement within the team. Supported team members in addressing complex customer queries and effectively managing escalated calls. Demonstrated a hands-on approach in resolving challenges and ensuring customer satisfaction.Actively participated in daily meetings to review, analyze, and assess potential risks in meeting Service Level Agreements (SLAs). Collaborated with the team to implement strategies for mitigating risks and enhancing operational efficiency. Collaborated with the management team to identify and implement positive changes and business efficiencies. Contributed to project deliveries and initiatives, regularly updating senior leadership on progress. Evaluated customer satisfaction surveys and examined feedback to pinpoint opportunities for customer retention and enhancement. Facilitating a weekly meeting for team leaders, which involves creating the agenda, documenting discussions, and allocating follow-up tasks. Represented business internationally and nationally at key events, building strong relationships with associates. Contributed to the positive image of the company by promoting a culture of inspiration and customer-centric values.Collaborated closely with the HR team on recruitment processes, conducting interviewsKept up to date with new product launches, staying informed to provide support and contribute to business growth.

St. Neots

Led and inspired a team of 8 CCAs, fostering a culture of excellence and dedication to delivering outstanding customer service. Conducted monthly 1-2-1 sessions, executed email quality assessments, and provided positive and constructive feedback to ensure continuous improvement. Successfully set and tracked team objectives using SMART and GROW methodologies, resulting in enhanced performance and individual growth. Effectively managed daily workloads, coordinated schedules, and optimized channel prioritization, ensuring the team consistently met and exceeded daily SLAs. Empowered the team with essential tools and resources to develop their skills, fostering a high-performing and motivated work environment. Collaborated with Operations Managers to review and enhance internal processes, assessing their impact on cross-departmental efficiency and effectiveness. Provided crucial support during contingency periods for the Spanish, Polish, and English markets, demonstrating adaptability and resilience in challenging situations. Organized and assigned emails in German, Spanish, Polish, and English to native speakers, ensuring prompt resolution of queries within established SLAs, contributing to a professional customer experience.

St Neots

Responding to customer inquiries in accordance with company procedures and policies, both in German, Spanish, and Polish through phone and email.Aiding customers in the establishment of new accounts through phone and online channels.Handling intricate queries and addressing customer complaints effectively.Fostering positive relationships with customers to ensure high levels of customer retention.Achieving and surpassing monthly Key Performance Indicators (KPIs) such as customer satisfaction, call quality, and adherence.Took the initiative to share enhancements for the system and internal processes, contributing to improved overall performance.Participating in monthly events to meet and greet associates, fostering strong relationships.Serving as a Lifeplus ambassador to both customers and colleagues.