Michał Sobkowiak Email & Phone Number

• Building customer service network (opening Call Centers in CEE and Nordic)
• Call center management (PL, CZ, GR, RO, AT, HU)
• Ensuring expected results regarding: efficiency, quality and cost.
• Focusing on KPI including SLA (Service level), CSAT (Customer satisfaction), FCR (First Contact Resolution)
• Controlling and approving monthly settlements with partners
• Voice Of Customer management

Warszawa, woj. Mazowieckie, Polska

• Managing and controlling Service Centers including performance and quality (TAT Turnaround time, RRR – repeated repairs and many more) in CEE.
• Designing procedures and service processes (e.g. service solution for TV repairs or Door-to-door service)
• Developing service network incl. negotiation and authorization of new service centers
• Responding to customers claims and handling customer requests.
• Service marketing activities (VIP warranties, special service offers and… Show more
• Service marketing activities (VIP warranties, special service offers and campaigns) Show less

Warszawa, woj. Mazowieckie, Polska

• 2018 - Online Service Manager2016 - 2018 Service Marketing Expert2015 - 2016 Service SpecialistOn line Service Manager
• Managing third-party call center and customer experience operations (KPIs, quality control, settlements, etc.)
• Ensuring processes, metrics and targets to be consistently implemented
• Effectively collecting, analyzing and incorporating customer feedback
• Leverage best practices and consistently updated standards
• Voice Of Customers:… Show more 2018 - Online Service Manager2016 - 2018 Service Marketing Expert2015 - 2016 Service SpecialistOn line Service Manager

Warszawa, woj. Mazowieckie, Polska

- Hiring and managing employees ( 8 people) - Creating work schedules- Employee payroll management- Monitoring of standards and providing best services- Placing orders for product, close cooperation with suppliers and negotiating prices.- Keeping accounts incl. tax settlements and ZUS contributions

Warszawa, woj. Mazowieckie, Polska

2012 - 2015 Senior Specialist 2010 - 2012 Specialist 2007 - 2010 Younger Specialist - Developing procedures and service processes before product launch - Signing service contracts with vendors ( Apple, Samsung etc) and Service Centers ( CCS, SBE, CTDI)- Cooperation with purchasing department, accountant and controlling as part of various projects.

Warszawa, woj. Mazowieckie, Polska

For many years I have also been passionate about digital graphics, video processing and music composing. I am willing to engage in such projects. I would like my passion not only to be a way of spending free time but a way of life. I am constantly developing this passion, I have created a dozen or so video projects, and designed covers for albums and.