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Work Background
AtosPMO Support & Document Controller
Feb. 2025Poland, BydgoszczPMO Support (Temporary Assignment) | Feb 2025 – Apr 2025 Provided short-term PMO support, coordinating project activities and ensuring smooth communication across stakeholders. Responsibilities included scheduling meetings, organizing and maintaining SharePoint structures, and supporting day-to-day project operations and documentation.
AtosBack Office Team Manager for Fedex
Feb. 2023 - Feb. 2025Poland, BydgoszczManaged a complex back-office operation delivering 24/5 support for U.S.-based customers. Led an international team of 31 support staff and shift leaders, overseeing end-to-end service operations including scheduling, time reporting, holiday administration, and performance management.
Key responsibilities and achievements:
Drove performance through structured feedback, coaching, and continuous improvement initiatives
Reviewed, redesigned, and implemented production and knowledge management processes to enhance quality, productivity, and overall team performance
Monitored and reported on key performance indicators (KPIs), delivering detailed analytical reports to stakeholders
Built and maintained strong relationships with clients and external vendors to ensure optimal service delivery
Analyzed operational data to identify trends and develop strategies for various service scenarios
AtosResource & Workforce Planner (IaaS & SDI Teams) for Achmea
Sep. 2020 - Jan. 2023Poland, BydgoszczPosition: Resource & Workforce Planner (IaaS & SDI Teams)
Responsible for resource and workload planning across Infrastructure as a Service (IaaS) and SDI teams, ensuring optimal workforce utilization and operational efficiency.
Key responsibilities:
Managed workforce planning activities including forecasting, scheduling, and real-time adjustments
Coordinated communications, meetings, and daily operational huddles
Allocated tasks such as incidents, service requests, and problem tickets based on team specializations
Scheduled project work and ensured timely resource allocation
Maintained and improved process documentation, ensuring all procedures were communicated, audited, and continuously enhanced
AtosQuality Manager for Transport for London
Feb. 2015 - Aug. 2020Poland, BydgoszczQuality Manager
Ensured service delivery met strict quality standards defined by the client, with a strong focus on accuracy and compliance.
Key responsibilities:
Conducted quality audits by reviewing call recordings of 1st line support engineers
Verified adherence to protocols and documentation standards
Produced detailed audit reports, including individual and team quality scores
Delivered regular feedback and coaching to improve performance
Led improvement initiatives and supported underperforming staff through targeted action plans
Conducted shadowing sessions for new hires and ongoing staff development
Atos1st Line Support Engineer fot Transport for London
Feb. 2015 - Aug. 2020Poland, BydgoszczProvided technical support across a wide range of devices and systems, ensuring efficient issue resolution and high customer satisfaction.
Key responsibilities:
Delivered support via phone, chat, and email for desktops, laptops, smartphones, and transport-related devices
Diagnosed and resolved technical issues or escalated complex cases to 2nd and 3rd line support
Documented all support activities in ticketing systems (e.g., ServiceNow) and tracked progress
Assisted users with hardware, software, and service-related queries
Performed basic SAP operations
Contributed to knowledge base development by documenting solutions and process improvements
Trained new employees on company policies, procedures, and support tools
Steiner ONE SPA WORLDAssistance Manager and Massage Therapist
Jan. 2009 - Jan. 2015
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