Malgorzata Hatala

- Establishing and leading Customer Service Excellence team - Ensuring monitoring and improving customer service processes across operations teams - Leading initiatives and projects around new customer experience related tools implementations, relevant trainings and benchmarking - Implementing new global training programs

- Additionally to previous scope – leading Quality Assurance Team - Creating global customer service standards - Introducing new format of call evaluation supporting focus on CX

- Additionally to the previous scope – leading Training Operations team handling Partner Onboarding in US & LAC region - Leading Training Specialists team supporting ongoing Agent training for US market - Taking over responsibility for call center training and Knowledge Management

- Managing LMS training in the EMEA region - Implementing in-class training for chain of agents across Poland - Developing online training content

- Training Lead in a merger of two global oil services companies (US) – offshore - Change Manager in world’s biggest chemical company (DE) – 75% on-site - Communication & Training Consultant in a global oil company (NL) – 75% on-site - Communication Lead in a global oil company (UK) – 50% on-site