Katarzyna Stec-Kalinowska

Implementation of new and innovative solutions found on the market to generate leads and attract new customers for Shell that brought more than 130 ‘hot’ leads and additional margin $117k. Working with start-ups and agencies to create disruptive solutions that differentiate Shell from competitors, like: bots, customer profiling, auto mass mailing campaigns. Responsible for coordination of all stages of contract creation and negotiation with Vendors

Led multiple teams (up to 21 FTEs) in Customer Service through various stages from migration/ set-up, through stabilization and hand over, delivering exceptional customer care service for key Austrian & German customers. Capable to use CI knowledge to break complex issues into manageable tasks and to manage people and processes, was responsible for setting-up CI culture among teams . Expertise in topics like fraud prevention, dispute management, CSI & NPS, services on the road and e-commerce