Anna Mazur
I manage customer support projects at Simply Contact across technology, healthcare, and retail, handling everything from team setup and AI integration to day-to-day delivery and client KPIs. I started as a support agent, which means I've done the work I now manage.
About Anna
Anna Mazur is a Project Manager at Simply Contact with over six years at the company. Her journey that started on the frontline as a customer support agent and grew into leading some of the company’s most demanding client projects.
Today, Anna specialises in AI integration in customer service, working with clients in technology, healthcare, and retail across both SMB and enterprise accounts.
Two of her key projects illustrate the range of what that looks like in practice. At HATS Group, a UK patient transport provider, Anna manages a team handling over 6,000 calls per month with a 93.9% quality score. At Howly, an IT expert platform, she leads a high-volume operation where users expect fast, specialist-level answers around the clock.
Anna has contributed to award-winning projects at Simply Contact and is a regular voice on customer experience trends as the host of Simply Contact’s YouTube channel, where she shares practical insights on the future of customer support and CX operations. Her writing also appears on the Simply Contact blog and in industry publications including Finextra.
Areas of expertise
AI integration in customer support operations
Customer service delivery management
Contact center operations and process optimization
Project management for SMB and enterprise clients
Technology, healthcare & ecommerce sector support
Team leadership and agent performance management
Project Manager since 2024
Anna manages support for a UK patient transport provider where every call involves medical bookings, eligibility checks, transport coordination. The team handles 6,000+ calls per month at a 93+% quality score with near-zero agent turnover.
Project Manager since 2024
Anna manages the support function for a UK-based fintech specialising in A2A and open banking, serving B2B clients and 20+ banks across Europe. The team’s retention is nearly 100% with consistent internal quality scores above 99%.
Project Manager since 2024
Anna leads the billing support operation for Howly, an IT expert platform connecting users with verified specialists across tech, legal, automotive, and home appliance categories. The project runs at high volume with fast response expectations.
Anna’s published works
