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Michal Mcsperrin-Kossak

Support Manager

Miejscowość:: Kraków, małopolskie

Branże:: Human Resources; Obsługa klienta/Call Center; Sprzedaż

Podsumowanie zawodowe:: I am a dynamic, hard working individual with over 8 years management experience in customer service, retail, call centres and B2B sales. I have managed teams varying in size from 5 to 60 people. I have a proven track- record in delivering results in both customer service and sales positions. I enjoy meeting new people, and am always looking to learn from others knowledge and experience. I always put 100% into whatever task I undertake no matter what it might be. I am a very fast learner and pick up processes and concepts with little difficulty. I also enjoy taking ownership of problems and issues and take pride in ensuring that I see a problem through until it is fully resolved. Looking forward I would like to experience a new challenge, where I can utilize the many skills and attributes I have already acquired, including my passion for technology.

Zobacz pełny profil

Doświadczenie i referencje

Firma:: Alexander Mann Solutions (od 2012-01)

Zobacz profil firmy »

Stanowisko:: Support Manager

Obowiązki:: Support Manager for a function of 80 people with 5 team leaders. Managing the end-to-end process of contractors working for large multinational organisations through Alexander Mann Solutions. On-boarding, Extension Management, Support Helpdesk, Payroll and Credit Control.

Firma:: Alexander Mann Solutions (od 2010-09)

Zobacz profil firmy »

Stanowisko:: Team Leader

Obowiązki:: Team Leader within Permanent Administration working with the Deloitte account. Managing a team of interview schedulers and administrators from our Global Client Services Centre in Krakow.

Firma:: Evolving (od 2010-02 do 2010-03)

Stanowisko:: Programme Manager

Obowiązki:: Brought in to manage new campaign project for Orange (UK) – telesales campaign selling to customers in the UK from Kraków call centre.

Designed and implemented recruitment strategy as well as training plan for current and new telesales agents.

Key contact for client, working as account manager.

Liaising with client account manager to ensure all reports and procedures are met.

Direct manager for first team of telesales agents (10 people)

Responsible for addressing all systems issues and implementing project from launch.

Firma:: Shanti Restaurant (od 2009-11 do 2010-02)

Stanowisko:: Sales & Marketing Manager

Obowiązki:: Helping a friend with his new restaurant in Podgórze with best options for marketing and sales strategy of first authentic Asian restaurant in Kraków. Headhunted head chef from Warsaw as well as interviewing and offering positions to other staff.

Firma:: Lifeboat Limited (Cracow-life) (od 2008-01 do 2009-12)

Stanowisko:: Group Sales Director

Obowiązki:: Responsible for leadership and management of sales team, predominantly selling both online and printed advertising mostly in the tourism market in small company, which operates in several cities across Poland and Europe.

Most senior manager within company responsible for most day-to-day running of business alongside owner/Managing
Director.

Responsible for recruitment and staff development within the company, including training and succession planning.

Responsible for design, launch and sales of several successful projects in various cities.

Responsible for launch of operations in 3 new cities.

Oversaw and managed the launch, design and production of ‘Krakow Post’ newspaper after Lifeboat purchased in April 2008

Increased size of sales team from 3 consultants in 1 city to current figure of 12 consultants in 5 cities.

Firma:: The Carphone Warehouse (od 2006-11 do 2007-11)

Stanowisko:: Trainer/Manager – Customer Management

Obowiązki:: Responsible for delivering 2-week induction training to new employees for 10 different departments in the Contact Centre.

During their 2-week induction Was also their direct manager, setting targets and objectives.

Played an integral role in redesigning and implementing a new induction structure in January 2007, which moved away from
theory and more towards a practical approach.

Managed and led the roll out of training for a new Knowledgebase system, “ask us...” in June/July 2007 for Contact Centresv(across 3 sites). Material that I designed has been used to roll out to other business functions.

Took leading role in managing and delivering BlackBerry training across all UK business functions. Sales up-lift had already been significant and feedback on training was extremely positive.

Managed roll out of new customer contact system (CMI), to all departments within Contact Centres (across 3 sites).

Firma:: The Carphone Warehouse (od 2006-07 do 2006-10)

Stanowisko:: Coach – Contact Centre

Obowiązki:: Responsibility was to look after the on-going training needs and coaching of the Data Support department.

Duties included side-by-side coaching, auditing of calls and running training sessions.

Firma:: The Carphone Warehouse (od 2005-10 do 2006-06)

Stanowisko:: Data Support Consultant

Obowiązki:: Answering incoming calls from both internal and external customers to resolve variety of technical mobile issues.

Conduct call-backs to customers experiencing complex issues that could not be resolved on first contact.

Provided on-going training to Data Support Advisors on new Data Products.

Designed and implemented a new 2-week induction program for all new starters coming into Data Support.

Part of a team of 3 Data Support Advisors chosen to deliver training to retail sales consultants on the basics of Data products and services.

Firma:: The Buzz (The Hot Group PLC) (od 2005-02 do 2005-10)

Stanowisko:: Recruitment Consultant

Obowiązki:: Specialised in the non-fashion retail sector.

Responsible for managing my own business and clients. Included sourcing candidates, via adverts responses, referrals and headhunts, and account managing major key clients within the retail industry.

Responsible for accounts such as DSG, Carphone Warehouse, Thorntons, The Disney Store, Rymans Group, and World Duty Free among others.

Role encompassed the entire recruitment process from getting the job from the client, to sourcing the right candidate, to arranging the interview, to making the placement.

Successes included bringing major accounts into the business including, DSG, World Duty Free and BBC Worldwide.

Firma:: WHSmith (od 2004-06 do 2005-02)

Stanowisko:: Senior Supervisor/Assistant Manager/Acting Store Manager

Obowiązki:: Became acting manager for the store, as the store manager was out of the store looking after another branch.

Responsible for recruitment, training and development of store team of 30-40 staff.

Produced action plans and policies to ensure that KPI's were at the highest possible standard.

Responsible for security and health and safety in store.

Coordinated and ran projects to re-organise the store layout so as to increase both sales and profitability.

Firma:: WHSmith (od 2003-09 do 2004-06)

Stanowisko:: Training and Communications Supervisor

Obowiązki:: Main priority was training, recruitment, and the communication of information to staff.

Responsible for designing and implementing new training initiatives across the company for store advisors, as part of a team of 8 Training and Communication Supervisors.

Often called upon as duty manager for the store.

Firma:: WHSmith (od 2003-03 do 2003-09)

Stanowisko:: Senior Sales Assistant/Trainee Supervisor

Obowiązki::  Placed on the WHSmith 'Supervisor Development Program'. This consisted of 6 monthly workshops, where I was trained on various aspects of the role. These included performance management, training and recruitment, planning and organisation.

In store, became a key holder, and ran the entertainment department.

Between June and August of 2003 I was a night shift manager whilst the store was refurbished. I was responsible for the welfare and safety for all persons on site, and had to ensure that work was kept to schedule and that the store was secure.

Firma:: WHSmith (od 2002-07 do 2003-03)

Stanowisko:: Full-time Sales Assistant

Obowiązki:: I was offered a full-time position with WHSmith, with the opportunity to train as a manager. I was initially given the responsibility of running the stationery department.

Informacje dodatkowe

Przebyte kursy:: Computer Hardware and Software Knowledge

Proficient with most Microsoft software, including Word, Excel, Outlook and PowerPoint.

Extensive knowledge of internet search engine optimization.

Familiar and able to use both Windows and Mac OSX operating systems up to an advanced level.

Extensive knowledge of mobile technologies including various manufacturers and softwares.

Basic first aid training

Full EU driving license