Marcin Rudolf Email & Phone Number

Warsaw, Masovian District, Poland

Scope of resposibilities:- leading telemarekting direct sales execution within group,- setings targets and develops telemarketing across all subsidiaries in the organization- initiate, plan and run direct sales via telemarekting sales channel within a group- reach performance goals,- plan and organize group resources for telemarketing- audit, monitor, tramsmit best practices across the group and consult managers how to improve performance- direct conatcs and collaboration with managers in assignet entities- support and guidance of managers in retention and direct sales areas

Gdansk, Pomeranian District, Poland

I manage the Customer Service Division in areas:- inbound flow- outbound flow- claims. Scope of resposibilities:- Defining and delivering department KPIs- Implentation cost opitmization model- Creation and implemetation Outbound strategy - Preparing and forecasting budget- Close cooperation with Marketing & Sales department - Implementation of projects to optimize and increase customer service quality

Warsaw, Masovian District, Poland

I managed the Customer Service Department in areas:- Call Center Division- Outbond Division- Claims TeamMajor achievements:- co-created and performed the strategies in the Department of Customer Service- transformed Call Centre from the pure operating to a sales-oriented, which led to an increase in sales of cash from credit card by 50%- created Telesales department - by defining the profile of employees, recruitment and adaptation of workers, construction careers paths and bonus systems - created a unit responsible for handling electronic correspondence - supervised the process of handling complaints - increase employee productivity by an average of 30%, increase timely response to complaints 95% response in 14 days

Warsaw, Masovian District, Poland

Resposibilities:- manual verification process of a loan applications - 3 -6 teams of consultants – 45-70 people - telephone service of business partners in the range of: professional support of applications tools - Front End, finance reconciliation, information on formal requirements to apply for installment loans and cash loans - a team of 15 people Actively participated in the process of merging banks structure Cetelem and Sygma Bank SA branch in Poland - direct responsibility for merging structures of verifing loan applications throughout the period of the merger. I was responsible also for merging structures of Customer Service Department in the last phase of the merger. Implemented a tool for queuing loan applications for manual verification, which helped to shorten the verification time by 40% and 30% reduced the requirements of human resources.

Warsaw, Masovian District, Poland

I managed the Service Partners and Credit Decision Department. I created a team to telephone service business partners, and 3 teams responsible for verifying credit applications. Working closely with Sales and Risk Departments.

Warsaw, Masovian District, Poland

I managed the Customer Service Division in the business line of installment loans and cash loans. I was responsible for the work of teams: Customer Service - Call Center, Written Disposals Execution, Archival Documents, Credit Application and Verification. I was the business manager of the implementation of a new telephone system for the entire bank. I have been actively involved in the restructuring of the Operations Department, aimed at transition of management business lines to the functional structure.

Warsaw, Masovian District, Poland

I managed the Customer Service in the business line of credit cards. My responsibilities included - recruitment and training of staff, maintenance of defined performance indicators of the team, answering customer complaints, the creation of normative acts (instructions, procedures, and regulations).

Warsaw, Masovian District, Poland

I managed the team responsible for manual verification of loan applications.

Warsaw, Masovian District, Poland

I checked the credibility of customers applying for credit products. I confirmed income statement and contact details of potential customers.