Customer Service Project Manager

Curriculum Vitae: Przemys?aw R. Nowak

Born: **.**.1969, ? d?, Poland

Rijnstraat 113, 2025RP, Haarlem

************@*****.***

Home:+312********; Mob:+316********

Professional Employment experience

Master Data Specialist, Ecco EMEA BV Jan - Dec 2013

. maintenance of customers' Master Data in SAP

. addressing SAP issues with IT department

. liaising with CS/credit control on MD and customers changes

Senior Customer Services, Ecco EMEA BV Jan - Dec 2012

. handling customers' orders via Excel and SAP;

. liaising with other departments (Credit Control/logistics);

. creating order and delivery reports and analysis (SAP/BI);

. handling logistic claims and transportation issues;

. maintaining proper relationship with end-users and customers

(mail/phone/chat);

. Handling escalated complaints;

. Internal procedures development;

. identification and addressing arising issues (financial/logistic)

Senior Data Control Team, Booking.com Jan 2009 - Dec 2011

. Development of system work tools, templates and procedures;

. Bug-tracking and follow-up with IT;

. Extensive analysis and reporting guest/ hotel/affiliates "fraud"

behaviour;

. Handling incoming issues (internal and external) related to DCT work;

. Assuring proper co-operation with Hotels Department and Credit

Control;

. Managing complaints (mail/chat/phone);

. Team members coaching written and spoken;

. Other projects as necessary.

Senior Customer Services, Booking.com Jan 2006 - Dec 2009

. coaching team members;

. handling escalated customers' complaints (mail/chat/phone);

. identification and addressing urgent issues (internal and external);

. handling hotels/ guests multilingual calls and e-mails;

. assuring the proper execution of daily business (reservations,

changes, etc.)

. Team Leader back-up.

Gamemaster, BlueLynx (for RSCG 4D and Nokia) Aug 2005 - Dec 2005

. on-line player support;

. solving game technical and logical issues;

. detailed game translations;

. results assessment;

. co-operation with game developers/programmers on technical and

creative issues.

Project manager/consultant, Ecofys Poland 2001- 2004

. Polish National Allocation Plan for EU Emission Trading Scheme (KPAU)

- emissions and other data collection, processing, verification,

negotiations and advising to stakeholders

. Joint Implementation (JI) project - monitoring report for Essent

Durzaam.

. EU Climate Menu - a project aimed to harmonise Local Authorities

approach for Climate changes - advising, translation and building-up

the scheme for LAs

. EU 5 FP - NEU CO2 (Non Energy Use Co2 Emissions) Network - workshops

and network participation: collecting and processing the data from

refineries and chemical industry.

. Directive 2001/77/EC - RES technologies development potential in

Poland to 2007 - a report for Polish ministry.

. Numerous office building energy efficiency concepts;

. Energy management services (including measurements) for business

clients;

. EU 5 FP - EnerBuild European network - Polish database preparation,

writing articles;

. Energy Quick Scans in household buildings for different clients

. web-site content and professional publications;

Team Supervisor, PBK Construct 2001

. organising site daily work;

. supply chain logistics,

. cash-flow arrangements.

Tutor, EPCEM (UvA/VU) Aug - Dec 2000

. student classes organisation and supervision

Sales manager/logistic manager, NO-WA 1998-1999

. Managing supplies and sales,

. Direct sales,

. Customer after-sale support.

Team Supervisor, PBR Rekonsbud-Novum 1992-1998

. work-force and supply chain logistics,

. maintaining investor's relationship, supervision of staff,

. managing cash flows;

. liaising financial related issues with contractors and employees,

. Excerpt of objects realised:

. 1998-2000 -construction of "Geant" and "Ge nt 2" hypermarkets in ? d?

(walls, roofing, floors, tiles, etc.)

. 1996 - renovation of the Chamber of Crafts in ? d?; restoration of old-

style architecture, roofing, walls and foundations renovation)

. 1993-1995 - number of renovation works on different buildings (Tech.

Univ. ? d?);

EDUCATION & TRAINING:

1999 -2000: Master of Environmental Management and Policy Making,

Universiteit van Amsterdam, Interfaculty Department of Environmental

Science, (EPCEM), 1999-2000

1985 - 1989: HBO

Technical School of Roads and Geodesy, ? d?, Poland,

Diploma Technician of car roads construction and maintenance

Seminars/trainings:

. Cow to Shoe - Ecco EMEA BV - shoemaking course ;

Taking A Lead - how to lead the team/coach team members

(EXCEL Communications Ltd);

. Soft Skills - taking a lead in customers' needs managing the

customer's needs via the phone (Pietermann BV);

. Numerous trainings on Works Council activities - by FNV

CORE SKILLS:

. excellent communication skills (in writing and speaking both English

and Polish) acquired by 6 years in customer services;

. customer negotiations;

. very good command of Microsoft Office tools and SAP;

. good command of control processes - via DCT at Booking and Master Data

at Ecco;

. ability to extract necessary information in short time;

. accuracy, flexibility, diligence;

. driving license B

INTERESTS:

Music; literature; mountain hiking; computer games,

References available upon request.

Contact this candidate