Highlights:

Skills:team leader, account manager,, operations manager

Team Leader 09/2014 - current
Hodge Jones & Allen, London, United Kingdom
Industry: Legal
Dedicated, flexible and results-driven, a multiple award winning professional, educated to Master’s degree level, offering 11 years’ experience in driving operational and team performance. Commanding sound experience of adhering to key financial targets and initiatives, complemented with demonstrable skills in delivering first class standards of service. Adept in all facets of operational management and supporting organizational objectives, also reputed for reaching for a high number of achievements.
Operating as the lead point of contact for customer account management matters • Building and maintaining strong, trusting, long-term relationships with new and existing clients. • Answering client queries and identifying new business opportunities among existing customers. • Liaising with cross-functional internal teams (marketing department, call centre, sales director and) to improve the entire customer experience. • Collaborating with sales and legal team to identify and grow opportunities within legal territory while keeping our clients satisfied and engaged with our products and services in the long-run. • Preparing monthly reports based on: open cases, pending and rejected cases. • Assisting with challenging client’s requests or issues and resolving in the best manner. • Operating on CRM (Customers Relationship management) Software (Salesforce) gathering all clients’ data and all essential information related to clients matters. • Maintaining all documentation, schedules and instructions from legal team • Supporting the Senior Call Centre Advisor and New Clients Operation Manager to achieve the agreed performance goals and revenue growth. • Managing day to day supervision of the Reception & Switchboard Team as well as for the presentation, cleanliness, and efficiency of the firm’s front of house services and meeting rooms. • Supervising, coaching and motivating the team to the highest standards by running spot checks to improve quality of calls, minimise errors and track performances • Overseeing all new enquiry inboxes: HJA, Market, Money Penny ensuring this is properly managed and channelled to relevant departments. • Taking initial new enquiries for Family and Employment Department, by using Salesforce programme and participating in converting new leads into the business. • Continue performing HR Administration duties, such as performance management discussions and interviews, carrying out monthly 1-2-1 sessions with the team, conducting team coaching sessions (CQC - Call Quality Checks) on a monthly basis.--

University of Lodz 09/1996 - 09/1998
Lodz, Lodz, Poland
Degree: Master's Degree
Major:Special Needs Education
Master’s Degree: Special Needs Education (Pedagogy) - University of Lodz, Department of Educational Sciences, Poland (1996 - 1998) Bachelor’s Degree: Special Pedagogy - University of Lodz, Department of Educational Sciences, Poland (1996) Diploma: Special Pedagogy (Rehabilitation) Teacher’s College, Faculty of Special Pedagogy Zgierz, Poland (1993 - 1996)

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