Cracow, Małopolskie, Poland
I'm a results-oriented Quality Assurance fostering high-performing teams and driving success for Customer Service teams. I lead multinational, diverse and dedicated team of CSR professionals, ensuring best possible experience for Google customers. Ensuring seamless operations, I leverage strong leadership skills and a collaborative approach to empower individuals, optimize workflows and achieve exceptional outcomes. Previously, I excelled as a Customer Service Representative Specialist (Google Ads portfolio), where I honed my administrative and time management skills while providing exceptional support to managers and agents acting as Workflow Lead. I thrive on challenges and I am focused on reaching organisation's objectives while commited to building trust-based relationships with customers and our teams.
- Conduct daily quality and appeal reviews, providing feedback to agents. - Ensure SLA performance through individual and team actions. - Analyze quality errors and trends, offering corrective solutions. - Report risks and tracked bug resolutions. - Collaborate with teams to improve training and identify grey area cases. - Develop and administere Product Knowledge Tests for refresher training. - Perform calibration exercises to align with clients and vendors. - Support innovation initiatives and assisted with client requests.
On this position I was responsible for leading a team of 3 other worflows and +40 agents, providing improved work volumes and performance reporting. My tasks included: - Reviewing and maintaining service levels of line of business ensuring KPIs being met. - Reporting tardies and absences. - Maintaining schedule adherence and attrition report. - Reviewing daily incoming volumes and adjusting schedule accordingly. - Preparing startegies for high-value tier agents
Delivering exceptional support for Google's flagship products (Google Ads, Merchant Center, Google Analytics). Ensuring best possible customer experience in top tier value category on daily basis through all supported channels.