Piotr Węgrzynek

- defining and executing training strategy for CX across Allegro Mall Group - developing CX training and knowledge sharing standards across Allegro markets (EMEA) - defining and developing training tools to support growing scale and international scope of CX operations - ensuring an effective soft skill trainings to support competence development for all CX roles - defining competence development indicators, their monitoring and reporting structure, including: quality and cost perspective

In addition to previous position: - Building and executing training and e-learning strategy for Consumer Bank - Close collaboration with senior management in order to leverage training opportunities to support business needs - Responsibility for regulatory trainings (MiFID II, IDD etc.) - Vendor management

- Works closely with key stakeholders across all parts of the Consumer business in Poland and HR to discover the root causes of performance issues through systematic training needs analysis. - Create solutions to address individual and business development opportunities, leveraging/modifying existing solutions where possible. - Learn and actively collaborate with key partners in other regions ( APAC, EMEA and NAM), role based curriculum / product training. - Manage and leads a team of Senior Business Trainers / Senior Instructional Designer. - Implement learning solutions supporting the projects across the bank from an end to end perspective i.e. needs analysis, conceptualize, design, coordination and delivery. - Facilitating programs that are tailored to Managers across Consumer business (and deputies) - Deliver training programs as identified in the role-based curricula locally in partnership with the business for new hires and existing staff - Accountable for the quality and effectiveness of roll out of training on projects across the Consumer bank. - Responsible for the management of design and delivery of engaging training materials & programs supporting the projects across the Consumer business impacting customer facing staff - Responsible for volume, quality, timeliness and delivery of end results for training programs implemented for projects -Digitalization of training processes

Including but not limited to: - Participates with project management team during initial planning for new product rollouts and major application releases. - Evaluates effectiveness of the training curriculum - Designs and generates reports related to Learning Management System - Performance management - Plays key role on project affecting Tier 2 and 3 departments - Serves as a Call Center Subject Matter Expert - Formulates lunch plans, executes, delegates and manages resources - Travels to outsourcers locations to co-train, coach and certify other trainers - Plans, coordinates and supervises the roll-out of all training initiatives - Monitor outsourcer training effectiveness

- preparation and delivery trainings - staff development - team management - quality monitoring - maintaining good relations with customers - close cooperation with customer in order to reach all his requirements - process management - keeping high standards of customer service *working in International environment

- preparation and delivery trainings - customer service - maintaining good relations with customers - implementing applications for customers

- creation and update processes and procedures - optimization of processes and procedures - recommending and reviewing arrangements for complaints - preparation and delivery of training

- creating new department - creating new operations procedures and implementing them in company structure - creating and actualization of procedures in Customer Service Department - complex service of Customer Service Department - leading team of 6 consultants (coaching, motivation, development) - increasing satisfactions of clients - negotiations with providers - service of difficult clients - managing customer service process

- leading team of 2 consultants (coaching, motivation, development) - increasing satisfaction of clients - co-working with providers, trade partners and sale chain - service to the clients - implementing changes in CRM system - supporting sale chain