MF

Open to opportunities

Michal Fornalczyk

@michalfornalczyk

Customer Service & Operations Manager improving CSAT and KPI/SLA through escalation management, billing operations, and team coaching.

What I'm looking for

I’m looking to lead customer service operations where I can drive CSAT improvement, deliver KPI/SLA targets, and handle escalations confidently—using billing operations, compliance, and fraud/risk awareness to improve quality through coaching and process improvements.

I’m a Customer Service & Operations Manager with 7+ years of international experience across B2B and B2C environments. I lead customer service operations with a clear focus on measurable outcomes like CSAT, KPI/SLA delivery, and strong escalation handling.

I’ve proven results improving CSAT from 60% to 98% by leading a multi-channel team and building practical coaching frameworks. At Concentrix, I created the “4 Stages of Conversation” coaching framework, driving performance through coaching, performance reviews, and corrective action plans.

My operations background includes billing operations, credits/refunds approvals, and compliance-focused issue resolution. As a Billing Care Coordinator, I resolved complex billing issues with accuracy and compliance, managing sensitive customer cases and escalations.

I bring expertise in fraud prevention and risk analysis to protect customers and business operations. From my work across CRM systems and customer support to my subject-matter handling of escalated cases, I’m energized by process improvement that raises quality, productivity, and customer trust.

Experience

Work history, roles, and key accomplishments

HM

Billing Care Coordinator

Henry Meds

Sep 2024 - Mar 2026 (1 year 6 months)

Resolved complex billing issues with a focus on accuracy and compliance. Managed sensitive customer cases and escalations, approving credits, refunds, and billing adjustments while delivering KPI/SLA performance.

Billing Accuracy Compliance Customer Service Operations Escalation Management Crédits Refunds

CO

Customer Service Team Manager

Concentrix

Jul 2023 - Jul 2024 (1 year)

Led a multi-channel customer service team, managing escalations and complaints while delivering performance and KPI/SLA expectations. Created a coaching framework that improved CSAT from 60% to 98%, and acted as a subject matter expert for escalated cases.

Customer Service Team Leadership Coaching Customer Escalation Fraud Detection Risk Analysis Performance Management Process Improvement CSAT

IC

Communication Specialist

ICON Communication Centres

Sep 2019 - Aug 2022 (2 years 11 months)

Delivered B2B and B2C support across multiple channels, meeting productivity, quality, and compliance targets. Supported sales, payments, and back-office operations while handling customer inquiries.

B2B Support Customer Service Sales Support Payments Support Back Office Operations

Education

Degrees, certifications, and relevant coursework

MC

Milton Keynes College

OCR Spreadsheet Level 2, Spreadsheet (Excel)

Completed OCR Level 2 qualification in Spreadsheet (Excel) at Milton Keynes College.

MC

Milton Keynes College

OCR Word Processing Level 2, Word Processing (Word)

Completed OCR Level 2 qualification in Word Processing (Word) at Milton Keynes College.

JA

Jaworzno

High School Certificate, General Education

Earned a High School Certificate in Jaworzno, Poland.

Tech stack

Software and tools used professionally

iCloud

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