Aleksandra Sipowicz Juroszková

Service Desk Coordinator
• Responsible for planning implementation of the new project Service Desk services for the GBS concerning Europe states
• Cooperation with the internal clients (ex. Kampania Piwowarska) and outsourcing companies (ex. Accenture)
• Preparation IVR's design and phone/ACD structure according to business needs (OTC,STP,RTR, HTR lines for each of the Europe states in scope)
• Localization of the tools and IVRs for 5 languages. IPT and UAT tests on BCM, CRM (SSF).
• Preparation and implementation of the escalation matrix and processes.
• Quality assurance: preparing of the standards for QA on the several language lines (Czech, Polish, Slovak, English). Call/Email wording, monitoring rules and forms for the calls and emails, coaching/feedback rules and forms.

Achievement: Few of my ideas on how to improve the tools, after IPT and UAT tests, were raised and prepared for implementation.

Trainer
• Responsible for the tools (IVR, BCM, CRM). Preparing and translating the materials: presentations, simulations, e-learning content. Training sessions and practical exercises with the employees.

AP Accountant
• Basic SAP transaction codes (invoice processing, payments). Payments preparations and validations.
• SAP Business One – invoice processing, payments.

• Supporting my team by monitoring and evaluating their calls and emails, providing feedbacks and helping with translations. Checking and scoring the language skills of new candidates (calls and written tests).

• Responsible for all areas of people management (13 FTE): operation and quality of service
• Real time management of the several queues (10 queues and up to 200 FTE) - checking attendance, adjusting to shrinkage, etc.
• Regular 1:1’s with Team members - definition and review of team members goals
• Monitoring the quality of work (calls & emails) - coaching and feedback sessions
• Identification and assistance in solving critical issues and responding to emergencies
• Conducting recruitment interviews, running initial and soft skills trainings.

Cooperation with the Arvato Services Contact Centre (Brno, ČR) - providing the monitoring (calls/emails) and coaching sessions with agents (project Sony Poland).

Cooperation during preparation of an advertising campaign on the Czech market. Translation of slogans, the competition rules, contracts, website, mediate communication between the office and travel agency.

• Responsible for quality of service
• Monitoring and coaching according to the COPC standards
• Conducting initial and soft skills trainings
• Evaluating language skills of new candidates for Arvato Services in Szczecin and Poznan (verbal and written).

Success: responsible for the project: in only 3 months 3 agents with the elementary Czech language skills were up-skilled to the level sufficient for providing the high level of the customer service for the Czech line – calls and emails.

• Language coaching – developing agents’ language skills. Coaching sessions with the 6 person and day to day work on their Czech language (speaking, reading, writing).

The stores management (communication with the vendors and customers, orders, disputes, marketing re-searches, accounting)