Mateusz Burman

• Creating and maintaining positive relations with various stakeholders (from entry to C-level positions)
• Being a main point of contact with candidates and coordinate the entire recruitment processes making sure to deliver an outstanding CX.
• Work with hiring teams to constantly improve the recruitment process and strive for excellence
• Proactively deliver ideas and suggestions to improve the CX
• Provide a range of support to recruiters in administrative daily tasks and with ongoing projects to improve Talent Acquisition team results
• Support in identifying challenges within the coordination team and implementing efficient solutions to continuously improve processes
• Proofread job descriptions as well as post them on suitable job boards
• Being part of ERG LGBTQ+ team

I was responsible for supporting German, UK, French, Italian, Polish, Czech and Slovak markets with the following tasks:

• Conducting Quality Audits of BPO team
• Solving escalations from BPO agents if queries were beyond their

competences

• Providing full training for new employees, agencies, stakeholders

regarding workflow and supported tasks,

• Constant cooperation with different departments and stakeholders to

improve hiring processes and increase CX,

• Working on standardization workflow for supported EU markets,
• Screening and recruiting HVH candidates, verifying documents and candidates eligibility,
• Supporting my manager, Project Specialists and Learning & Development team with their tasks, being their proxy.

• Being a first point of contact to all candidates
• Receive queries via phone, email or chat and log contacts into the shared service case management system
• Guide candidates through the entire recruitment process until the first day at work
• Take ownership of candidate contacts ensuring that each contact is accepted and resolved with a high degree of candidate focus and outstanding experience
• Identify gaps in the processes and also areas where the level of candidate experience could be improved
• Communicate effectively both verbally and in written form with candidates to explain and resolve queries and concerns via email, phone and chat
• Be part of a team that actively seeks candidate feedback to improve levels of service
• Participation in the continuous improvement of HR processes.

• Be the first point of contact for Polish & English speaking customers of the platform across multiple channels (phone calls, chats, social medias)
• Answering how-to questions about payment
• Troubleshooting streaming and content issues
• Assisting subscribers with how-to questions & navigating on Netflix
• Deliver and maintain a high level of service and customer satisfaction.
• Support my team as the company grows and expands to different markets
• Being onboarding buddy for new joiners

• I was a team lead of 27 agents from various countries
• Promoting a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
• Enhancing overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Coaching team members in techniques necessary to complete job tasks and meet KPIs
• Recruiting and training new team members by relaying information on company procedures

• Conducting internal motorings, verifying if internal standards by agents are met
• Provided detailed reports on quality metrics to team leads, enabling informed decision-making regarding process improvements
• Communicating quality problems within teams and suggesting solutions.

• Receive inbound customer calls, to achieve agreed targets, standards and KPIs applied to the campaign/account, to resolve queries and complaints
• Record data accurately
• Maintain a positive attitude at all times and ensure there is a high customer service focus
• Flag potential fraudulent activities