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Work Background
SyncronSr. Business Consultant (SFM SaaS Solutions)
Aug. 2023Poland · RemoteMain Activities: Responsible for designing scoping and requirement documents for Customers in various industries such as Automative and Healthcare industries as well as partner up on their journey to optmize the quality of service deliveries. Also, I am supporting from early stages on understanding Customers needs, mapping the process workflow as is and future operations model, organizing and leading discovery sessions, training, etc. Aligning and supporting the Architecture and Development team on the implementation of the SaaS solution as well as helping the Project Managers to achieve the milestones within the project. Working with project management tools such as Smartsheet and Jira, as well as using other tools such as GitHub, Visual Studio Code.
PhilipsProject Manager
Jul. 2022 - Jul. 2023Łódź, Łódzkie, Poland · HybridMain Activities: Responsible for deploying KM end-to-end platform to all businesses and markets withing Philips Health Systems (content authoring, content and parts management, content distribution) the implementation of this strategical projects on area of Knowledge Management within the organization that impacts the way service documentation which contains Company’s intellectual property are created and accessed by field service engineers, trade partners, distributors, Customers and others as well as access to parts ordering and parts details. The projects impact 40k+ Users across the Globe and it will support on improving the first time right execution of services and parts ordering by the field service engineers. The project is following PMP methodology, hence I am ensuring we have a robust project plan in place which allow me to ensure the deliverables needed for the implementation of a project are understood and deployed by the different domains on timely manner as per stage gates deliverables planned.
PhilipsSr. E2E Business Project Expert (Strategic Initiatives & New Business Integration)
Mar. 2020 - Oct. 2022Łódź, Łódzkie, PolandMain Activities: Responsible for implementation of strategical projects on area of Knowledge Management within the organization that impacts the way service documentation which contains Company’s intellectual property are created and accessed by field service engineers, trade partners, distributors, Customers and others. The project impact 40k+ Users across the Globe plus savings estimated in a 1.5M USD for the Company yearly as well as it improves the first time right execution of services by the field service engineers. I have been responsible so far, among other things, for identifying the key contributors for the projects in order to safeguard the phases of the deliverables were achieved on timely manner thanks to their contribution on execution of the requirements. As a BPE I have also to collect, assess and ensure requirements (collected from Business, Markets and other Functions on our Organization) are implemented by the Vendor selected to provide solution as well as manage timelines with the same. To ensure adoption, I have created and I am leading a community of practice to ensure End Users are prepared for the changes (by creating also work instructions, demos, leading trainings, Q&A session, etc.) and in partnership with Change Manager and Market Leads, the adoption on the new solutions are as expected. In parallel I create and map process (following Philips Excellence Process Framework guidelines) to be adopted and implemented across the organization (process that needs to be approved by quality management system groups), also I support the helpdesk team on adherence of new scope with the implementation of new platform as well as handover of scope to Business Owner. Last but not least, all the phases of our projects are following the best practices in the Market and in this project in specific we use Agile Methodology on which I am reviewing and approving most of the content on the stagegates and ensuring successful go-live of solutions.
CognizantService Delivery Manager
Jul. 2017 - Mar. 2020Kraków Area, PolandMain Activities: Working as SDM at Customer location, an American multinational technology company, responsible for projects related to Digital Marketing and Content Moderation. At the first project related to Curated Formats (managing a team of 70+ people) I was responsible for successfully driving an environment of continuous learning/improvement among the employee’s and business partners as well as ensuring the great customer experience and accomplishment of contractual SLAs around performance management to which we provided services (portfolio covering business in 5 different languages). The success of the first project opened doors for the next one and, at that point of time I set up the operations from few employees to a team of 290+ people. The scope of responsibilities were the same as per first project but on Content Moderation. Apart from the mentioned scope, I was assessing/reviewing new services and operating models and their overall impact on the profile of Service Delivery (by reviewing Contract, SOW and etc.), and also accountable with regards service unit billing and performance reports. I was also in charge of management of staffing (approving, initiating recruitment process as well as responsible for establishing goals and review performance of employees). Last but not least, build a strong relationship with key customer staff as well as set expectations of service quality, availability and timeliness with the client are some of my responsibilities.
McCormick & CompanyIberia Customer Service Team Lead
Oct. 2015 - Jul. 2017Lodz, Lodz District, PolandMain Activities: I was responsible for being a proactive first point of contact for all customers and business partners escalation issues, and ensure they are resolved within agreed SLA’s. I was also coordinating the Customer Service team members to ensure the staff had sufficient resources available for the operational requirements and as well make sure the team is highly motivated and trained to meet the business needs. Among other responsibilities, such as delivery of standard and exceptional reporting requirements, fulfillment of audit process compliances to business standards within customer service processes, and general team coordination, my role was also identify business cases to improve the processes which we deal with on a daily basis, so a good understanding of the culture of the company towards process improvements and quality standards are also a key for my role but also a message that is spread to the team on a regular basis. It is worth it to mention that I have taken part and coordinated the successful transition of the Customer Service activities from local units to Poland. Last but not least, build a close relationship with customers and business partners was crucial for the success of our activities as well as a good understanding of the business in general, and this was something that the team I was coordinating was building and constantly improving.
Infosys BPOGlobal Knowledge Manager
Aug. 2014 - Sep. 2015Lodz, Lodz District, PolandMain Activities: Before taking the leadership of the Global Knowledge Management team, I was part of a successful transition from Client’s location to our delivery center where I trained a team who became responsible for certain operational activities. As the Knowledge Manager I was promoting knowledge sharing through the organization's operational business processes cross four different regions. Sharing experiences across communities of practice, business units, and networks on innovative approaches in knowledge sharing, including preparation of case studies and articles. Helping disseminate information about the organization's knowledge sharing program to internal and external audiences, maintaining communications on knowledge sharing across the organization, participation in orientation and training sessions, and preparation of presentations. I was leading a global team based in 4 different business location and ensuring that the Knowledge Management practices created were implemented cross region.
Infosys BPOSolution Design Consultant
Aug. 2012 - Aug. 2014Lodz, Lodz District, PolandMain Activities: Preparing solutions (proposals) for potential and internal Clients (process definitions, statements of work, governance models,...). Participation in workshops with Clients in order to create a best-in-class solution according to their needs. Assess processes at customer locations (discovery and due diligence assignments). Apart from that, I was responsible for the Clients visits preparing the agenda as per their needs and coordinating the people involved through each department in the company. Lastly, I was participating in an internal project for developing and improving different business areas of the company.
Infosys BPOProcess Executive
Aug. 2011 - Aug. 2012Lodz, Lodz District, PolandMain Activities: Fully responsible for Purchase-to-Pay (PtP) processes including Travel and Expenses (T&E), Coding, Payments, Vendor Master Data and Collection (the last two were part of accounts receivables) for accounts for Portuguese Clients. I was the only person in charge of these activities on which most of the cases I needed to solve the issues directly in contact with the Client by building a good relationship with them. Apart from that I was handling Vendor Query process for Spanish Clients and GR/IR activities for Turkish Clients.
Infineon TechnologiesInternational Relations Assistant
Jan. 2010 - Jan. 2011São Paulo Area, BrazilMain Activities: Market research of potential Business Clients on South American Countries as a means to support the Managers in taking their decision about their major projects concerning chip cards contact base or contactless and dual interface. Participation in Conferences and sector-related Trade Shows as well as visiting Clients and governmental departments. Supporting key Clients regarding the development of new projects. Lastly, I was responsible for creating all the reports and presentations about our products to the Clients.
Private English and Spanish ClassesEnglish and Spanish as a Foreign Language Instructor
Jan. 2007 - Jan. 2009São Paulo Area, BrazilMain Activities: I worked with students of all ages and with several needs towards the language they were learning, to be included from English and Spanish courses for children, to preparatory courses for international examinations such as the DELE (Diploma de Español como Lengua Extranjera – Diploma in Spanish as a Foreign Language).
CNA Escola de IdiomasCoordinator and Spanish Instructor / English Instructor
Jan. 2006 - Jan. 2007São Paulo e Região, BrasilMain Activities: Aside from teaching and creating activities for Spanish classes, I was responsible for the Spanish Department of the branch. I was in charge of organizational tasks, and training selection for new Spanish instructors for the division. Furthermore I was responsible for coordinating events to promote the brand of the school. Also, I had direct contact with students’ parents or their responsible parties.
CNA Escola de IdiomasSpanish as a Foreign Language Instructor
Jan. 2004 - Dec. 2005São Paulo Area, Brazil
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