Magdalena Madalińska

Experience

• 

  Nestle Waters Polska S.A.

  Oct 1999 - Feb 2016

  Customer Service Manager

  - zarządzanie 10 osobowym zespołem,- zarządzanie danymi podstawowymi klientów i produktów,- zarządzanie procesem order–to-cash,- uzgadnianie i monitorowanie KPI dla kluczowych klientów i kanałów,- optymalizacja procesów z wykorzystaniem narzędzi Six Sigma/Lean:v optymalizacja procesu zwrotu palet i w konsekwencji wdrożenie obrotu paletami CHEP,v optymalizacja zapasów towarów z wykorzystaniem umów składu,v optymalizacja wielkości dostaw do klientów – project Six Sigma,- współpraca z innymi działami Spółki, głównie w zakresie procesu order–to–cash,- współpraca z firmami zewnętrznymi w zakresie świadczenia usług magazynowych i transportowych ,- nadzór nad modułem dystrybucyjnym systemu IFS (system klasy ERP),- inicjowanie modyfikacji systemu IFS w celu optymalizacji procesów logistycznych ,- tworzenie i aktualizacja procedur logistycznych i standardów operacyjnych pracy- przeprowadzanie szkoleń dla zespołu Customer Service Show less

• 

  Iron Mountain

  Mar 2016 - now

  Key Accountabilities● Collaborate to create, define & deliver the Customer Care 5 year strategy including self-serve acceleration & resource centralisation opportunities.● Strategic leadership of the cluster Customer Care Leadership team to ensure both they and their teams deliver the highest level of customer service to all customers. ● Lead a customer centric culture, ensuring that everyone is focused on putting the customer at the core of what we do.● Inspire and motivate the team to ensure personal and business development objectives are achieved through effective communication, the delivery of key business messages, coaching, training and performance management.● Drive alignment across Poland, DACH (Switzerland, Germany, Austria) and Nordics (Sweden, Denmark, Norway and Finland) regional Care functions in line with the Global Care Transformation Programme. Create roadmap for the technology rollout, process optimisation & benefit realisation and lead the delivery, ensuring all stakeholders are aligned.● Maintain a long-term strategic roadmap with the direction of Customer Care, including priority capabilities and solutions for development, anticipating key trends, opportunities, and vulnerabilities.● Provide leadership and develop strategy for the Resource & Planning team responsible for call routing, forecasting, capacity planning, scheduling, real time management, analysis & reporting including onshore and offshore resources for customer care.● End to end responsibility for all Customer Care functions including:‒ Multi-channel customer contact (voice, email, chat and self-service) servicing customers’ requests (orders, enquiries, issues and complaints) ‒ New & Renewal Contracts & Rate Implementation‒ Customer Complaints & Red Flags‒ Disputed Debt‒ Account Closures‒ Customer Technology‒ Dedicated Customer Support Show less Key Accountabilities● Collaborate to create, define & deliver the Customer Care 5 year strategy including self-serve acceleration & resource centralisation opportunities.● Strategic leadership of the cluster Customer Care Leadership team to ensure both they and their teams deliver the highest level of customer service to all customers. ● Lead a customer centric culture, ensuring that everyone is focused on putting the customer at the core of what we do.● Inspire and motivate the team to ensure personal and business development objectives are achieved through effective communication, the delivery of key business messages, coaching, training and performance management.● Drive alignment across Poland and DACH (Switzerland, Germany, Austria) regional Care functions in line with the Global Care Transformation Programme. Create roadmap for the technology rollout, process optimisation & benefit realisation and lead the delivery, ensuring all stakeholders are aligned.● Maintain a long-term strategic roadmap with the direction of Customer Care, including priority capabilities and solutions for development, anticipating key trends, opportunities, and vulnerabilities.● Provide leadership and develop strategy for the Resource & Planning team responsible for call routing, forecasting, capacity planning, scheduling, real time management, analysis & reporting including onshore and offshore resources for customer care.● End to end responsibility for all Customer Care functions including:‒ Multi-channel customer contact (voice, email, chat and self-service) servicing customers’ requests (orders, enquiries, issues and complaints) ‒ New & Renewal Contracts & Rate Implementation‒ Customer Complaints & Red Flags‒ Disputed Debt‒ Account Closures‒ Customer Technology‒ Dedicated Customer Support Show less - tworzenie nowego Działu poprzez budowanie struktury (włączając procesy rekrutacyjne)- definiowanie zadań, odpowiedzialności, procedur, standardów i KPIów - zarządzanie 14 osobami w ramach 3 zespołów- Zamówień, Rozliczeń i Reklamacji - usprawnianie procesu fakturowania- prowadzenie projektu dostosowania systemu Optima do oczekiwań użytkowników wewnętrznych w ramach optymalizacji procesu rozliczeń z klientami- współpraca z innymi Działami Spółki - współudział w projekcie wdrożenia zmian optymalizujących działanie narzędzi informatycznych, w tym systemów operacyjnych Spółki Show less

  • Regional Customer Care Lead Northern Europe

    Mar 2022 - now

  • Customer Care Manager Poland&DACH

    Oct 2021 - Apr 2022

  • Customer Service Manager

    Mar 2016 - Oct 2021

  • Manager Customer Service

    Mar 2016 - Oct 2021