Agata Ciszek

Setting up a team of Internal Business Advisors Counseling for the team members, addressing training needs, mentoring and coaching Ensuring continuous improvement by sharing knowledge constantly leveraging leading practices Ensuring proper communication and information flow within the team and beyond Stakeholders management Cooperation with SAP Product and Support Teams, establishing escalation paths, escalating business critical issues Developing and fostering a culture of exceptional client service

Managing transition of the processes from Switzerland and Germany Managing sub teams responsible for billing and customer service Conducting regular 1on1 meetings, team meetings and performance reviews Preparing summaries and reports (volumes, SLA’s etc.) Managing relationships with client & stakeholders Identifying and implementing process improvements Since January 2016 managing team of advisors supporting pilot countries (Germany, Switzerland, Austria) after SAP deployment

Conducting regular 1on1 meetings, team meetings and performance reviews Managing service level agreements like productivity, customer satisfaction, case handling time etc. Performing SOX control/validation in a timely and accurate manner Identifying and implementing process improvements (in cooperation with SME/Quality Team) Internally raising and tracking process gaps/issues and driving to closure Managing relationships with client & stakeholders (G/RSME, calls and escalation communication)

Allocating payments Researching and resolving payment discrepancies Communicating with customers via phone, email, mail or personally Sending out dunning letters

Managing a customer serving team in a 24/7 hotline Conducting trainings for new joiners Planning working shifts Managing relationships with client Maintaining agreed quality level

Glottodidactics