I can help You boost Your business results by:
* Building or developing high performing multi-channel customer care operations
* Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
* Developing Your teams' skills to excel front and back-office operations and Customer relations
* Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
* I will help You manage challenges and risks when changes affect people, operations and technology
Since 2001 I worked with over 40 global and local brands on 60 various projects focused on Customer Care, Experience, Satisfaction and Retention. As team and project manager, adviser or trainer I worked with Customer facing operations sized 10 – 1000 people. And as numbers always give me comfort, my priority is to deliver measurable results and value for Customers and stakeholders.
• Invited as speaker to over 40+ industry events and conferences since 2006.
• Awarded in 2013, 2015, 2016 with “Individual Industry Champion Award” by ContactCenterWorld.com
• Judge in „Top Ranking Performers Awards” 2017, 2018 by ContactCenterWorld.com.
• Judge in „Telemarketer of the Year” 2018 awards by Polish Marketing Association.
• Mentioned in “25 most important people in Customer Care industry in Poland 2016” by CCnews.pl
• Mentioned in “25 most important people in Call Center industry in Poland 2017” by CCnews.pl
• Mentor Board member for MyCustomer.World 2018 conference
• Auditor for “Customer friendly company” certification program by Obserwatorium Zarządzania Foundation (firmaprzyjaznaklientowi.pl)
• Member of CXPA – Customer Experience Professional Association.
• Associate expert in CEM, CRM and Contact Center for ProProgressio Foundation.
• Associate expert cooperating with Polish Banks Association in area of Customer Care.
My linkedin profile : bit.ly/linkedin-rafal