Piotr Kubicki

Managing and organizing of service network for Poland, of various nature (Direct Mobile Service, own Service Centre, ASC’s - 50+ outsourced partners) and for all business units (CE, MC, IT, AC), and for different type of business (B2C, B2B),
• Managing of processes (technical support and trainings, product and repair’s quality, logistic, financial settlement, planning, budgeting),
• Supporting processes related to customer service (call center / consumer service, activity linked with consumer survey: NPS, CSI),
• Maintain and support managing of multi-million dollars annual budget (perform cost-benefit analysis and identify cost efficiencies and savings opportunities- level of few M$),
• Duties include short and long-term service strategy development and implementation, lead operations and strategic direction,
• Managing of quality service network indicators (KPI’s),
• Managing of P&L of Service Center owned by LGE - exploring potential new deals,
• Provide cross-functional management, direct two team managers and 13 team members,

Managing of Service Center owned by LGE - directly supervise 9 team members,
• Management of performance indicators (KPI’s), P&L control, identify cost efficiencies and savings opportunities,
• Managing of processes (technical support and trainings, product and repair’s quality, logistic, financial settlement, planning, budgeting),
• Service Center strategy development and implementation, lead operations and support strategic direction.

• Support for Operation Manager with management and development of service network ASC's (B2C, B2B, 50+), control service network indicators (KPI’s), cost-benefit analysis and identify cost efficiencies and savings opportunities
• Supporting of internal service department procedures, preparation and implementation of new projects

Technical support and product training for Call Center`s agents and ASC`s technicians. Analysis and reporting of technical problems to MC HQ.
Daily / weekly / monthly monitoring of KPI parameters and reporting to the service management team.

Technical support of GSM and IT product sales departments, including testing of new products, technical consultations of commercial offers, specifications, and user manuals. Quality control. Technical support and product training for Call Center`s agents and ASC`s technicians. Analysis and reporting of technical problems to relevant LG factories around the world.

Managing the work of subordinate employees (25), organization of work, division of tasks and supervision over their implementation. Supervision over technical documentation, condition of measuring devices, tools and equipment. Analysis of the demand for spare parts. Monitoring and analysis of quality and timeliness of repairs. Solving of customer complaints.

Development and implementation of new solutions for the repair process. Solving current technical problems. Participation in technical training.

Repair of cell phones, operator of measuring devices, soldering stations.