Roman Kovsels Email & Phone Number

A dedicated and results-driven Account Delivery Manager with over 20 years of experience in running successful, dynamic Customer Service Contact Centres and projects in demanding and challenging environments is looking for new opportunities in Customer Services.

United Kingdom

• Reporting to the Director of Operations, responsible for service delivery to several private and public accounts (Zara.com, VIVOBAREFOOT, Shielding Support, etc).Key Responsibilities:
• Responsible for Service Performance for Customer Services and management of the entire customer lifecycle; including sales support, returns experience, complaints handling etc.
• Accountability for scheduling, resourcing, and reporting for over 250 FTE Contact Centre, and line management of 12 Team and Performance managers.
• Full operational responsibility for Customer facing and back office operations (over 1m contacts through various channels per year)
• Forging client relationships and partnerships across all business functions, sales, marketing, finance, and operationsKey Achievements- Improvement in Contact Centre speed of answer rates from 67% to 97%- Securing 5.

London, United Kingdom

Leading and managing department within a fast paced customer contact environment, responsible for driving the highest levels of operational performance through the inspirational leadership and management of the team managers and department's teams in order to meet the client’s service levels and objectives.Proactively developing ways to improve efficiency.

Managing and supervising UK and multilingual teams of up to 13 agents (UK, Ru, Ukr, Spa, Bul, etc.).Creating an empowering high-performance team environment. Identifying and developing team capabilities through effective coaching, training and development plans.Ensuring that work flow is completed on time and KPI's and SLA's are met with continuous.

Service team coordination and support. Customer support and direct sales via phone and face to face.Warehouse supervising. Stock analysis and planning, parts ordering (hot lines, custom and stock orders). Weekly and monthly reporting. Contacts with suppliers. (Parts claim cases. Stock availability, etc.).Key Achievements:Warehouse turnover growth (almost.

Responsible for proactive developing of customer relationships by maintaining contacts at an appropriate level, customer support and active sales.Products merchandising in stores and moles. Active sales. Providing customer services, making orders, ensuring timely deliveries. Daily and monthly reporting, price monitoring. Marketing campaigns implementation.

Export Department managing. Team coordinating. Analytical work and department development duties.B2B sales. Analytical work on results of export, studying and forecasting of supply and demand, the analysis of commodity circulation and the final analytical reporting. Participation in negotiations. Development of the export prices. The organization of export.