Marek Kus

Customer service team lead

Henry • Full time

Dec 2023 - May 2025 • 1 yr 5 mos

Led a team of 12 agents, fostering a high-performance culture through regular coaching, mentoring, andperformance reviews. Recruited, interviewed and hired employees and implemented mentoring program to promote positivefeedback and engagement. Improved team productivity and achieved key performance indicators (KPIs), including customersatisfaction (CSAT) and average handling time (AHT), by implementing targeted action plans. Set targets for employees to drive company success and strengthen motivation. Supported quality assurance (QA) processes by conducting regular call audits, feedback sessions, andcalibrations with QA teams, enhancing service consistency and compliance. Led weekly huddles and team meetings to keep the team informed of updates, best practices, andmotivational targets, fostering a positive, customer-centric environment.

Team Lead

Cognizant • Full time

Aug 2022 - Dec 2023 • 1 yr 4 mos

Supported 18 EMEA languages Community Managers and 2 QA's, assisting with everyday tasks for Google. Prepared and presented directly to the client WBR, MBR and QBRs reports etc. Keep track of attendance, approving holidays and time off etc. Direct involvment in interviewing and hiring the top talent for the project and coaching and inspiring theCommunity Managers. Constantly informed the client about the KPIs and issues occurring within the service. Developed team members skills through targeted coaching sessions, resulting in improved individualperformance. Promoted a culture of continuous improvement by encouraging feedback from all levels of theorganization and implementing actionable changes accordingly. Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables. Conducted training and mentored team members to promote productivity, accuracy, and commitment tofriendly service.

Team Leader

Ryanair

Sep 2018 - May 2020 • 1 yr 8 mos

Performed and supervised operations at a Ryanair contact center. Met with agents routinely and provided coaching to ensure performance adherence including individualgoals. Utilized call center software to upload daily calls. Observed 50 agents work and its productivity. Directly responsible for hiring, interviewing, and coaching top performers and maintaining a high standardof moral for the department. Implemented tools utilizing all Microsoft programs to assist in reporting out on the business unit -including recommendations, agent performance, overall call center performance and recruiting updates. Keep track of attendance, daily statistics, paid time off , sick time and coordinate. Manage, supervise, assist and evaluate 50+ customer service agents, both voice and non-voice operations. Established clear communication channels that ensured the timely exchange of information betweenteam members and stakeholders.