mariusz bronowicki

machine support training and technical supervisor

About

Dynamic and experienced Customer Contact Center Manager with a proven track record for combining sales, marketing, and business development in highly competitive business markets. Self motivated leader with the proven ability to build, motivate, and manage multiple individuals to elevate their skill level performance while delivering substantial revenue growth and cost efficiency. Highly accomplished at identifying talented employees and mentoring them for future development. A recognized company change agent accustomed to developing and directing top-performing and highly motivated teams towards the achievement of the company’s operations, financial, sales and service objectives.

Country

united states

City

oak brook

Industry

entertainment

Skill

customer service, leadership, process improvement, call centers, customer retention, training, team building, customer satisfaction, insurance, general insurance, casualty, management, sales, coaching, crm, strategy, interviews, customer experience, direct sales, employee benefits, performance management, team leadership, cross functional team leadership, business process improvement, hiring, data analysis, contact centers, property, forecasting

Experience

direct call center service leader

allstate

2007-10 - 2013-8 · 5 yrs 11 mos

machine support training and technical supervisor

redbox

2017-11 - Present · 8 yrs 11 mos

direct sales leader

allstate

2005-4 - 2007-10 · 2 yrs 7 mos

* Team Captain/Leader within my team of 20, created peer coaching sessions regarding such disciplines as New Business Sales, Retention Initiatives, On-Site Resolutions and Win Back Campaigns. * Partnered with Leadership and Revenue Generation Leader creating sales incentives to drive sales results and increase morale amongst the sales dept. Key Achievements: * Developed and implemented a number of unique sales talk paths utilizing the dynamics of distinct words, when used together, are proven to provide customers the sense of urgency to purchase * Determined to be a trusted advisor creating a connection while interjecting insurance education which deepened the customer relationship, promoting Allstate as their primary insurance provider. * One of the top 10% to earn a bonus incentive each month based on close rates, retention and overall customer satisfaction/referrals.

senior customer insurance professional

allstate

2001-10 - 2005-4 · 3 yrs 7 mos

Provided exceptional customer service and attention to individual needs and goals, setting forth recommendations aligned to individual circumstances. Provided timely quotes for auto and property insurance and answered complex inquiries. Supported marketing programs. Key Achievements: Initiated and successfully closed sales opportunities and used cross-selling strategies to increase household penetration and customer retention. Drove a 10% improvement in customer retention and satisfaction in the first 90 days of initiating a call back / follow up campaign. Consistent Top Customer Service award winner (for a 100% Score) (10 of 12 months in 2006).

machine support technical supervisor

redbox

2014-6 - 2017-11 · 3 yrs 6 mos

* Manage the day to day operations and activities within the Machine Support Call Center for Redbox / OuterWall. Responsible for up to 12 direct reports in such activities as remote technical trouble shooting, internal customer service, project management, coaching, employee development, and call center metrics. * Key Responsibilities within my role are: * Train, supervise and develop a team of technicians for peak performance as measured by team and individual metrics * Manage projects and report progress to management * Approve associates time card utilizing Kronos time keeping systems. * Interview candidates to fill open position. * Execute the Machine Support strategy, supporting Redbox goals, develop and implement tactics in support of the strategy * Identify, develop, train, and enforce process flows, procedures, systems, and tools that facilitate work efficiencies