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Work Background
GSKSenior Manager Tech Engineering, CRM Commercial/Retail
May. 2020Poznań, Woj. Wielkopolskie, Polska• Led a team of DevOps Engineers and Consultants responsible for the comprehensive configuration, maintenance, and integration of the Veeva CRM system.
• Coordinated feature implementations and releases across multiple systems and teams
• Prepared a plan to enhance team skills from configuring and customizing CRM systems to transitioning on-premise integrations to cloud-based solutions
• Contributed to business and technical analysis of new features and integrations, defining risks and dependencies
• Supervised technical support provided by the team, monitored KPIs, and acted as the point of contact for escalations from Tech and Business Groups
• Managed relationships with business stakeholders, vendor support, and performance
• Aligned and maintained internal processes in accordance with security and quality guidelines per GXP requirements
• Created and maintained a knowledge base and technical documentation
• Sustained team motivation in a fast-paced and constantly changing environment
• Assumed duties of Product Owner and Scrum Master in the absence of those positions
GSKIT Service Manager, Regional CRM Service Manager
Oct. 2017 - Apr. 2020• Led and managed service operations for Veeva (Salesforce) CRM across 32 global markets in Europe, Middle East, India, and Africa
• Served as the primary liaison for service operations, collaborating with Tech Groups and Business teams
• Proactively handled and communicated Major Incidents to ensure prompt resolution
• Resolved customer complaints and escalations to achieve satisfactory outcomes
• Monitored, measured, reported, and reviewed IT service levels, presenting service KPIs to customers
• Supervised Incident, Problem, and Knowledge management processes
• Managed vendor relationships, reviewed SLAs, and recommended improvement strategies
• Led process enhancements within the team to attain outcome targets
• Assumed responsibilities as Product Owner for the Medical Interaction Capture Application (MICA) team, implementing Scrum methodology in January 2019
• Established goals and vision for delivered solutions, aligning with stakeholder objectives
• Maintained communication with stakeholders to ensure alignment with business objectives
• Managed the product backlog based on business value and stakeholder objectives
• Clarified customer needs to deliver optimal business value
• Collaborated with the team to develop a tool for local market administrators, significantly reducing process time from 5 days to 5 hours.
Arvato PolskaService Delivery Manager
Mar. 2017 - Oct. 2017• Managing a call center of a German e-shop on 3 markets: Polish, English, and German
• Fulfilling KPIs (Key Performance Indicators) and procedures enlisted in the contract • Achieving budget goals in terms of generating revenue and structural costs
• Cooperating with other departments (e.g. IT, HR, recruitment, controlling) to maintain the continuity of a business project
• Building and maintaining an exemplary and a long-term relationship with a Business Partner
• Improving the internal business procedures
• Creating and implementing new products and services for the Client
• Managing a team of managers, providing them with the opportunities to develop different professional competence, motivating and guiding them to achieve the best results
Arvato PolskaProject Coordinator (Call Center)
Apr. 2013 - Feb. 2017Poznan, Greater Poland District, PolandProject management: • Fulfilling KPIs (Key Performance Indicators) and procedures enlisted in the contract • Financial supervision: optimizing operational costs, ensuring long-term profitability, fulfilling budget goals
• Building and maintaining exemplary relationship with a Business Partner
• Improving business procedures to provide services of the highest quality
• Forecasting the incoming volume based on the stored data and scheduling the personnel accordingly
• Managing crisis situations and monitoring IT infrastructure • Creating reports, analysis, and forecasts related to the work performance
• Maintaining knowledge base of the product and service
• Supervising a team of Customer Service Representatives (CSR): monitoring the work performance of CSR team, verifying the quality of provided service, providing feedback to the CSR on their quality, efficiency and discipline, motivating and developing the team Projects: • ‘The Winter Is Coming!’ – gamification project aimed at improving the engagement of the employees
• Receiving the highest mark in a customer satisfaction survey • Joining internal team created to provide innovative solutions and to improve procedures, operations, effectiveness and information flow
Arvato PolskaHelpdesk Supervisor
Jul. 2010 - Nov. 2012Poznan, Greater Poland District, Poland
Arvato PolskaCustomer Service Supervisor
Oct. 2009 - Jun. 2010Poznan, Greater Poland District, Poland
Arvato PolskaSenior Customer Service Representative
Jan. 2009 - Sep. 2009Poznań Area, Poland
Arvato PolskaCustomer Service Represenatative
Oct. 2007 - Dec. 2008Poznań Area, Poland
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