Michal P Jonczyk Email & Phone Number

Warsaw, Pl

Warsaw, Pl

Warszawa, Woj. Mazowieckie, Polska

Complex management of vendors across the Europe.Monitoring agreed Vendor’s SLA & KPI, oversight of Vendor performance.Managing contracts, service requirement documents and procedures to ensure compliance with applicable laws and regulations.Identifying internal and external opportunities for process improvement, cost reduction, and revenue increaseContinuous reviews of services and tracking of action plans to improve cost effectiveness and quality of services and maintain quality assessments consistent with customer service strategy.Coordination and participation in projects varying complexity, prioritizing tasks, and driving process changes among stakeholders.Managing escalations, incidents, and customer complaints, ensuring timely resolution.KEY ACCOMPLISHMENTS: Increase of SLA, maintenance of satisfactory risk rating, contract negotiation with over EUR 500k in savings.

Polska

Coordination of the team responsible for the categories of telephone sales, retention and customer service in English.Coordination of evaluation of phone calls' records.Supervision of evaluation criteria and scorecards.Co-preparation of the substantive requirements of the competition.KEY ACCOMPLISHMENTS: Increased competition recognition, improved quality of calls evaluation, building scorecards for all categories.

Warszawa, Woj. Mazowieckie, Polska

Management of the telemarketing unit for business customers.Management of customer portfolio and sales campaigns.Distribution of leads coming from several (internal and external) sources.Monitoring customer behavior using AI-supported elements.Co-creating reporting structure and monitored KPIs.KEY ACCOMPLISHMENTS: Optimization of SLA and awaiting time, realization of sales targets, improvement of sales conversion on own leads.

Complex management of the telemarketing team.Complex management of multiple outsourcing call centers supporting sales campaigns.Boarding new vendors including market research, contract negotiation, system integration, training deck preparation and initial trainings.Third Party ongoing assessment and day to day oversight on performance.Creation and supervising outbound campaigns (customer boarding, cross-sell, upsell and reactivation) including pricing and revenue.KEY ACCOMPLISHMENTS: Increased sales in phone channel, increased incremental value, optimizing campaign costs in relation to revenue, onboarding of 6 vendors.

Warszawa, Woj. Mazowieckie, Polska

Complex management of the customer care and telemarketing unit for Private Banking segment.Overseeing the NPS and quality assurance process for Private Banking segment including all branches.Managing lead generation for Private Bankers.Validation of leads and outbound campaigns KPIs.KEY ACCOMPLISHMENTS: Increased call quality of conversations, decreased complaint rate, increased NPS, increased conversion on outbound campaigns.

Day to day revision and adjustment of customer service standard book and training deck.Complex training on sales skills, lead generation and making appointments over the phone the Private Banking unitDay to day evaluation of quality of initial calls made by scheduling team and Private Bankers assistants.KEY ACCOMPLISHMENTS: Increased quality of telephone calls, increased conversion on outbound campaign (cold calling).

Łódź, Woj. Łódzkie, Polska

Supervising of the team with 5 telemarketing agents responsible for lead generation.Generation of leads for business partners and customer database management.Preparation offers documentation, primarily for real estate investments.KEY ACCOMPLISHMENTS: Implementation of a consulting project for SMEs.

Łódź, Woj. Łódzkie, Polska

Customer service through remote channels in Polish and English.Active sales of bank products: credit, deposits, loans, insurances and brokerage accounts.KEY ACCOMPLISHMENTS: Sales and quality results in top 10 consultants out of 200.

Postgraduate Degree, Eu International Finance

Activities and Societies: SKN TIAL, SKN SFI

Master Of Arts - Ma, International Commerce

Activities and Societies: SKN TIAL, SKN SFI

Bachelor Of Arts - Ba, International Economics (International Financial Market Specialization)

Activities and Societies: SKN TIAL