Tomasz Jurczyk

Main tasks and responsibilities:
To respond to internal users requests and inquiries through phone calls /e-mail/ tickets/ Lync Communicator.
Provide needed help resolving issues and problems using tools provided by company, creating the tutorials for self-fix or connecting remotely to user through Adobe Connect Session or Lync Sharing Tools. Providing high standard customer service ensuring satisfactory productivity within set goals and SLA’s. To be an expert in the matter and have vast knowledge on the supported tools, to collect reports and intel for Team Call Meetings and Management Meetings. Learning new tools and applications to always be able to provide a high quality support in satisfactory timeframes. To improve and take an active part in developing new team strategies and processes. Updating the knowledge base and tutoring new-joiners of the team.


Hands-on work experience with:
Knowledge of database tools /VPN connections / Shared Drives / Cloud Management
Knowledge of different SAP Applications and Technologies on Windows/iPad :
SAP Cloud for Customer
SAP Sales Central
SAP Pricing Tool
SAP Quote App
SAP Deal Approval
SAP Sales Plays
SAP Sales Navigator
LinkedIn Sales Navigator
360 Customer View
SAP G4S Tool


Resolving issues within the tickets in SSF Application
Creating the tickets upon contact through BCM Application
Data management/ user management / Authorisation management
Preparing instructions and presentations on new tools/ solutions/ new processes
Working out on internal work processes with other team members and being in continuous contact with managers
Providing idea’s and actively searching for bugs to improve the app functionalities and developing new upgrades with Development IT Team
Creating/Udating the WIKI Database
Preparing Monthly/Yearly Reports

Main tasks and responsabilities:

To respond to all customer request and inquiries through phone calls /e-mail /web-chat /Office Communicator. Provide help and resolve quickly all the problems reported using tools provided by the company and the client.
To ensure the Customer Satisfaction with high standard customer service, being accurate and focused on customer’s needs. To ensure high productivity within set SLA’s. To take ownership of every contact with the customer. To deliver correct and satisfactory solutions or to collect the required important information while escalating the cases to different sub-groups.


Hands-on work experience with:
• Knowledge of database tools /VPN connections / Shared Drives
• Knowledge of mobile devices enterprise account management activation (Airwatch for Iphone-Ipad and Blackberry Enterprise Server (BES) for BlackBerry devices.
• Network or business application Password Reset (SAP-DRA-AGILE-AS400)
• Creation of IT tickets in out application tool and resolving them or if not possible routing them to correct assignment support group.
• Remote desktop connectivity applications (SCCM, LogMeIn, Join.me, Teamviewer, NetMeeting)
• Support for laptops, desktops, and printers - troubleshooting both Software as Hardware problems
• Internet browsers and networks
• Windows Registry
• Malicious Software Removal Tools
• PKI Token
• Citrix Delivery Services Console
• Ticketing Tools (SCSM, Remedy, Service-Now)

• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines.
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
• Maintain professional working relationship with internal and external customers, customer service management and colleagues

Key Achievements:
• Developed and implemented „Team Rewards Program” on all Language Markets on site. Significant improvement of Team Co-operation, motivation for agents. Significant improvement of Service Level and Customer Satisfaction
• Creation and development of the new project – “Floor walkers/Tier 2 Candidates – Recruitment Process”.


Participation in Quality Analyst/Coach Training to:
o ensure Customer Service Quality improvement by performing activities such as: Quality Evaluations and Feedbacks for Agents from Italian Market
o prepare different kinds of reports, such as: Quality Reports, ERR reports, other kinds of reports requested by Quality Analyst Coordinator and the Client( e.g. Scorecards, CSAT analysis and improvement plans)
o motivate Agents by providing them with useful Tips, Suggestions, Call Listening
o to track lacks of Knowledge, procedure’s following accuracy, Soft Skills Improvement

Since April/May 2013

Quality Analyst Support:
• Service Level monitoring
• Checking CSAT & DSAT samples and preparing statistics to be referred to QA Coordinator
• Working closely with the team in order to identify Agents training needs and knowledge gaps (incl. systems) and address those directly through effective 1-2-1 coaching sessions and/or by preparing and delivering trainings
• Organising and proving training sessions with larger group of people
• Making reports based on
o Call/e-mail evaluations
o Controlling bottom box samples and justifying the cause
o Controlling clients surveys
, and delivering all data to Quality Analyst Coordinator.
• Constant co-operation with training department
• Participation in quality calibration sessions
• Support and preparing additional initial trainings for the new comers
• Establishing innovative procedures for handling data/reports and focusing on constant improvement
• Ensuring that agents adhere to quality processes


• Participation in Quality Analyst / Coach Training to:
o ensure Customer Service Quality improvement by performing activities such as: Quality Evaluations and Feedbacks for Agents from Italian Market
o prepare different kinds of reports, such as: Quality Reports, ERR reports, other kinds of reports requested by Quality Analyst Coordinator and the Client( e.g. Scorecards, CSAT analysis and improvement plans)
o motivate Agents by providing them with useful Tips, Suggestions, Call Listening
o to track lacks of Knowledge, procedure’s following accuracy, Soft Skills Improvement

- Check in arrivals and check out departures take reservations using Micros Fidelio
-To take reservations and business enquiries out of office hours.
-Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
- Respond to a wide range of guest requests and promote hotel facilities, to ensure their comfort and satisfaction.
- Deal with all enquiries in person, on the telephone or via e-mail,
- Basic accounting - manage invoicing payments and cash operations during the day shift

-Contact with clients and tourism companies by phone or via email.
-Finding new customers and sending new brochures.
-Reporting to the director.
-Train and support co-workers to use company databases accurately
-Develop email database if order to perform advertising campaign.

Receptionist / Reservation specialist / Concierge :
-customer service/support via 24h phone
-- Check in arrivals and check out departures take reservations using Amadeus
-To take reservations and business enquiries.
-Keep up to date with current hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
- Respond to a wide range of guest requests, to ensure their comfort and satisfaction.
- Deal with all enquiries in person, on the telephone or via e-mail,
- Basic accounting - manage invoicing payments and cash operations during the day shift
-Concierge