Szymon Prower

Experience

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  Centrum Bankowości Bezpośredniej

  Feb 2008 - Jul 2008

  Sales Department Consultant

  telephone banking team - customer service, telemarketing, B2C communication

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  Serco

  Nov 2009 - May 2011

  Training new hired agents in French and English for the position of CustomerService Executive in the tourism industry trainings for Customer Service Executives, dynamic coaching activities on the work floor in order to ensure maximum working efficiency and keep agents up-to-date with the procedure and recent changes within the tourism industry taking charge of complicated tasks escalated by regular agents, handling difficult customers’ calls, customer objections, issues with suppliers, delivery problems, vendor complaints, website errors telephone customer service for the French tourist market in the sales team and service team (flight, hotel and car bookings, booking amendments and cancellations), B2C and B2B communication

  • Trainer

    Feb 2011 - May 2011

  • Line Trainer

    Oct 2010 - Feb 2011

  • Customer Service Executive in the Retention and Resolution Desk Team

    Aug 2010 - Feb 2011

  • Customer Service Executive

    Nov 2009 - Feb 2011
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  Steria

  Jun 2011 - Jul 2012

  Junior Operator

  Monitoring of the software and hardware of a major French mobilephone operator; diagnosis, reporting and solving IT issues through speciallydesigned software; system updates support; monitoring and reporting theclients ERP system; b2b communication in Polish, French and English; training newemployees for the same position.

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  Farnell element14

  Aug 2012 - Sept 2015

  Helping the team leader with his tasks; replacing the team leader during his absence; driving motivation within the team through creating and implementing incentives; organizing the teams work on a daily basis and in long term; planning shifts; helping the team achieve their financial and operating targets; supporting the team in their daily tasks; building reports and statistics; reporting to the management team and to HR; supporting management decisions and implementing them into daily work; participating in an internal leadership development programme; planning and conducting trainings for new joiners (since August 2014 -Salesforce CRM, soft skills training including sales training and job introduction); induction partner for new joiners; on-the-job coaching; partially continuing previous duties (Market Development Specialist for the French market) Show less

  • Deputy Team Leader

    Dec 2014 - Sept 2015

  • Market Development Specialist

    Aug 2012 - Dec 2014
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  Lowcosttravelgroup

  Oct 2015 - Sept 2016

  Customer services supervisor – managing 3 teams in LCT Customer Services, responsible for Hoteling.com, Customer Relations for all LCT brands and the Social Media and Brand Reputation Team for all brands, in total over 40 employees including 3 team leaders and 5 senior executives. Strategic planning, performance management, recruitment, team development, change management. Customer relations supervisor – management of the Customer Relations Team responsible for complaint management. Analysis, planning and implementing process improvements, knowledge and competency development within the team, succession planning and daily management including responsibility for results.

  • Customer Service Supervisor

    Apr 2016 - Sept 2016

  • Customer Relations Supervisor

    Oct 2015 - Apr 2016
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  Farnell element14

  Nov 2016 - Jul 2018

  Managing a business contact centre department of ca 20 agents responsible for customer service across 15 markets in Central and Eastern Europe; key objectives: margin growth, delivering customer service metrics against agreed targets and performance management including talent developmentand developing future people leaders. Succesfully hitting all targets and largely contributing to double digit sales growth every quarter in a rapidly changing business environment. Managing a customer service team of ca 10 agents responsible for customer service across 4 markets in Central and Eastern Europe; key objectives: margin growth, delivering customer service metrics against agreed targets and performance management including talent development. On or ahead ofall targets.

  • Customer Service Manager

    Mar 2017 - Jul 2018

  • Inbound Team Leader - Eastern Europe

    Nov 2016 - Feb 2017
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  INNERGO Systems

  Aug 2018 - Apr 2020

  Business Consultant

  Developing expertise in Contact Center and Customer Experience technology; preparation and design of dedicated ground-breaking technology offers for customers and sales leads; live demonstrations and trainings for clients and co-workers; system implementation; communication with internal and external clients in Polish and English; close cooperation with vendors (Genesys, Retia, Zoom, Loxysoft, Plantronics); participating in pre-sales and engineering certification courses.

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  .ICX (Innergo daughter company)

  Jun 2019 - Apr 2020

  Business Consultant

  Innergo's daughter company ICX, which is a start-up successor of the Customer Experience and Contact Center technology department in Innergo, specialising in CC and CX system integration and implementation. My tasks included liaising the business and technical teams, analyzing and mapping business processes and translating them into technical requirements, managing and documenting projects, coordinating technical service support for customers and organizational support within the start-up.

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  Whirly

  Apr 2020 - Sept 2022

  Business Consultant

  Contact Center and Customer Experience systems integration, implementation and development projects, mostly Genesys Engage and Cloud, including a GCP certification; building relationships with a diverse group of cross-functional business and technical partners within the organization; collaboration on interdependent roadmaps and technology investments to achieve mutual business outcomes; analyzing and evaluating business processes and translating them into technical requirements and business reports; documenting projects, coordinating technical service support for customers, preparing technical offers for customers and sales leads; communication with internal and external clients in Polish and English; close cooperation with vendors (mainly Genesys). Show less

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  Customer Interaction Solutions AG

  Sept 2022 - now

  Solution Engineer