Katarzyna Knopkiewicz

Managing 5 Consumer Services Teams with over 120 team members for North, South, and Mid America markets across 4 product categories.

Key Accomplishments:

• Proficiently supervised front-end operations of the customer service department for the NA and LATAM markets.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Collaborated with international brand teams to create and review customer service strategies and procedures, optimizing service quality.
• Successfully implemented new IT solutions, enabling self-serve options for consumers, and reducing contact volume by up to 20%.
• Led the transition of the warranty department, resulting in a significant 28% increase in consumer satisfaction within the first three months.
• Conducted comprehensive reviews and improved key performance indicators (KPIs) for all teams within one year, achieving 80% compliance with targets.

Overseeing and improving work of Consumer Services Team supporting EMEA and NA regions and 7 brands.

Key Accomplishments:

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Orchestrated and effectively managed a dynamic consumer services team, ensuring seamless operations and optimal performance.
• Introduced innovative solutions that allowed to improve KPIs and delivered 10% improvement in Consumer Satisfaction.
• Maintained daily collaboration with international departments, fostering effective communication and alignment across global operations.
• Directed and oversaw a project that established a new team within the organization, skillfully guiding the team through a successful transitional phase.

Accountable for B2B customer service management, specifically with international corporations.

Key Accomplishments:

• Expertly managed B2B customer relationships, ensuring satisfaction and fostering long-term partnerships.
• Led the project of the development and successful implementation of EDI solutions for customers, resulting in a 80% reduction in order processing time.
• Successfully implemented new system solutions for the Customer Service Department, enhancing operational effectiveness and customer support.
• Resolved concerns with products or services to help with retention and drive sales.
• Co-led a significant project involving the seamless transition of production and customer service operations from Germany to Poland.

Accountability for customer service management with a primary focus on driving sales growth and acquiring new customers.

Key Accomplishments:

• Demonstrated expertise in strategic customer management, optimizing relationships and maximizing customer satisfaction.
• Formulated compelling offers, skillfully navigated negotiations, and successfully finalized contracts with prominent entities in the transportation industry.
• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

Customer service management and process improvement project for Transpass B.V., a Dutch-French company.

Key Accomplishments:

• Provided comprehensive service to external customers, ensuring their satisfaction, and exceeding their expectations
• Played a pivotal role in co-creating the customer service system and ordering system, contributing to enhanced efficiency, and streamlined processes.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Leading team responsible for sales and customer relations with both German and Polish partners.

Key Accomplishments:

• Exercised adept leadership in spearheading negotiation processes and successfully concluding contractual agreements.
• Formulated and executed a highly successful marketing and sales strategy, resulting in establishing cooperative partnerships with chain stores across Poland.
• Recruiting and managing a sales team.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.

Leading project teams responsible for representing German customers on Polish market.

Key Accomplishments:

• Led simultaneously projects to create marketing strategies for various industries (Beauty, Automotive, Construction and DYI industry).
• Managed project teams, including a virtual team.
• Worked directly with subcontractors and suppliers to ensure new growth opportunities for our Customers.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.

• Conducted market analysis targeted specifically towards German customers.
• Effectively managed relationships with strategic key customers.

• Created market analysis for German Customers
• Engaged in proactive outreach to establish communication with prospective business partners and subcontractors.