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Work Background
ProQuestSenior Client Analyst
Jul. 2022 - Feb. 2025Gdansk Metropolitan AreaI conduct deep analysis of university curricula, course structures, and faculty expertise to identify key academic needs and align them with tailored solutions. By leveraging comprehensive data insights, I help sales teams customize offerings that meet the specific needs of institutions and educators. My deep, long-term knowledge of the company’s products, services, and market positioning allows me to bridge the gap between academic needs and business objectives, ensuring more relevant and impactful engagement with clients. Through close collaboration with internal teams, I support the development of data-driven recommendations that enhance customer relationships, drive renewals, and uncover new opportunities for growth.
ProQuestCustomer Experience Team Lead
Apr. 2021 - Jul. 2022Lead a small Team of Training and Consulting Partners Provided CX Team with usage analytics Developed and implemented strategies useful in improving customer satisfaction
Guided and directed the activities of TCPs to ensure their interactions with customers reflect positively on the Company
Liaised with other Company business units to analyze customer feedback and develop programs effective for improved customer experience
Monitored the activities of TCPs to ensure compliance with Company standards
ProQuestCustomer Experience Manager
Mar. 2014 - Apr. 2021London, United KingdomProvided care to MVA customers including consortia
Conducted Account Health Checks: from usage analytics, case reviews to account settings Supported Customers in understanding their usage statistics
Created Customer Experience plans in accordance with SLA requirements
Conducted regional and local usage analytics of all strategic ProQuest products
ProQuestCustomer Education and Training Specialist
Jan. 2008 - Mar. 2014London, United KingdomOrganised and provided as well as promoted online and onsite training to customers in Central Eastern Europe, Greece, Cyprus, Russia and UK as well as internally
Cultivated existing customer relationships as well as supported the Sales Team in gaining new customers Project managed the creation and distribution of the Polish trainings
Prepared training materials (training outlines, customer product guides, LibGuides, training recordings, training presentations) as well as pre- and post- training communications including customer-tailored training Provided support to customers with their product inquiries as well as liaised with Customer and Technical Support as well as Marketing and Publishing Departments
Was in charge of the training accreditation process for regional agents as well as providing support for the agents
Prepared the online support/training materials centre for regional agents Administration of WebEx for International Trainers Team
Tested in-development and beta versions of products as well as proof-read Polish interface
ProQuestSales Support and Renewals Administrator
May. 2006 - Jan. 2008Oxford, United KingdomDelivered sales support for Account Managers, alongside the management of pre- and post-sales functions including mailing campaigns Coordinated company events/sales road shows in liaison with Marketing Department Prepared materials for exhibitions Provided language support to Polish customers, including sales presentations and training
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