Patrycja Czubaszek

• Manage the help desk team and evaluate the performance
• Ensure the customer service is timely and accurate on a daily basis
• Recruit, train and support the help desk representatives
• Set specific the customer service standards
• Contribute to improving the customer support by actively responding to queries and handling complaints
• Establish the best practices through the entire technical support process
• Follow up with the customers to identify the areas of improvement
• Prepare the monthly reports on the help desk team’s quality
• Provide the customer feedback to the appropriate internal teams
• Meet the defined service objectives
• Provide the quality feedback to the appropriate help desk representatives
• Manage the contracts, documents, holiday plans and absences of the team members
• Built a customer service culture and motivate the help desk team
• Report the results of the managed help desk to the manager in London
• Work closely with the Global Service Manager in order to improve the customer support, the procedures and the polices

Administrative Coordinator:
• Record – keeping / Maintaining the documentation for the Client assigned
• Supporting other teams with various administrative tasks

Moreover managing the transition of the 24/5 helpdesk from other countries to Poland.

◦ Owning and building a strong working relationship with the French customers.
◦ Implementing and managing overall contract governance to ensure effective contract delivery including optimizing financial performance
◦ Managing core Service delivery activities and priorities associated with the Services, acting as the Service Management contact point.
◦ Ensure execution and tracking of contract deliverables.
◦ Generate reports and present to the client team
◦ Managing problems in accordance with the problem management process defined with the customer.
◦ Owning responsibility for customer satisfaction as business focal point for all client issues, needing to be followed up with other areas of the business.
◦ Managing the IBM interface into the change and problem management systems, including site access and customer specific operational requirements.
◦ Developing and performing Service Level management in accordance with the contract.
◦ Implementing and chairing regular Service Review Meetings with the customer. Participating as required in service management processes such as serious incident management.
◦ Performing trend analysis on reported problems, document root causes and initiate appropriate resolution actions.
◦ Identifying opportunities for service improvements based on data gathered, trend analysis and Customer feedback

• Additionally: Team Leader:
o Managing claim and e-Simple
o Education focal point
o Interviewing potential employees

• daily, weekly and monthly reporting (KPIs, SLA/SLO reports, PBA, agents performance),
• coordinate the investigations about improvement in the process and procedures,
• teleconferences (including presentation of the reports),
• feedbacks with agents,
• Root Cause Analysis and Improvement Planning

• follow the queue of FR HR Security process, check the overdue Work Orders and send the follow ups, train new team members,
• create the weekly report and present it on the teleconference with client);
• Dispatcher in IBM , responsibilities: workload managing

• IT support for the French and Polish users