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Work Background
RivertyHead Of Operations
Jul. 2021Riverty (former Arvato Financial Solutions)
• Accountable for Fraud Prevention services
• Management of e-Comm Fraud prevention service operation teams • International Teams and Multisite operations
• Development of e-Comm Fraud investigation processes
• Responsible for strategic planning and forecasting
• Vendor & Contract Management
• Operational execution of business processes
• Delivery of contractual targets including performance measures (Operational and Quality KPIs)
• AML standards, ISO, GDPA and PCI
• Agile leadership • Active in Sales and Business Development
reBuy Electronic Services Polska sp. z o.o.Head Of Operations
Jan. 2018 - May. 2021Poznan, Greater Poland District, Poland- Managed and developed service operations center of 180+ FTE
- Regularly implemented & executed OKRs and mid-term strategies based on mission, vision and values
- Responsible for strategic mid-term planning and forecasting
- Operational execution of business processes
- Identified & analyzed B2C and B2B customer needs
- Introduced and developed numerous tools and standards based on LEAN solutions
- Problem solver by supporting changes and solutions with aim for operational improvement
- Successfully implemented processes and standards supporting operational optimization and peak management
- Driving continuous service development and roadmapping
- Focused on Lean and Agile approach
- Accountable for cost optimization and profitability of subordinate areas including budgeting, reinvoicing costs, resource planning and operative service reporting to Steering Committee
- Supported Sales and SCM
- Responsible for teambuilding and development of middle management team
- Providing continuous improvement for both staff and processes
RTS Polska sp. z o.o.Executive Director Operations
Jun. 2016 - Jan. 2018Poznan, Greater Poland District, Poland• Operational Execution:
- Responsible for overall business operations, production, internal and external services - Supervised correct transition and implementation of operational processes between RTS sites and co-companies
- Increased profitability of subordinate areas by 20%
- Designed and supported development of business solutions, eliminating over-processing and motion waste - Introduced performance measures such as VSM and operational KPIs to improve quality and performance
- Strategic planning by prioritizing customer, employee, and organizational requirements
- Ensuring best working environment and business processes
- Liaised with customers and responsible for maintaining relationships with stakeholders
- Maintained and monitored talent’s skill levels, Knowledge-Skills-Attributes (KSA), expectations and motivation to fulfill organizational requirements
- Mentoring, supporting and developing management members
RTS Polska sp. z o.o.Contact Center Manager
Jun. 2016 - Jan. 2018Poznan, Greater Poland District, Poland- Setup and deployed Customer Care department within the company
- Ramped Up and developed CC from cost center to profit center - Managed and monitored coordination of Customer Care processes according to industry standards and best practices
- Delivery of contractual targets including performance measures (Operational and Quality KPIs)
Competence Call CenterCall Center Manager / Project Management
Mar. 2014 - Jul. 2016Gdansk, Pomeranian District, Poland• Contact Center Management:
- Successful setup and ramp-up of BPO office to up to 250 FTEs
- Accountable for BPO office profitability
- Managed and monitored BPO Center and processes according to industry standards and best practices
- Ensured compatibility with international standards including successful site certification with ISO9001, ISO10002 and EN 15838
- Introduced and implemented new BPO accounts/projects
- Developed mid-management structures and talents
- Driving various business cases and analysis
- Represented and supported Customer Relations and Business Development team in Sales activities (B2B)
- Coordinated and improved collaboration processes between non-operational and operational teams
- Responsible for strategic planning, forecasting, monitoring and service reporting to Regional Executives and COO • Operational Management:
- Implemented and ramped up BPO accounts/projects
- Developed and managed overhead structures
- Delivery of contractual targets (Operational and Quality KPIs)
- Accountable for profitability of accounts
- Continuous Improvement
Fujitsu Technology SolutionsService Operations Manager
Dec. 2012 - Feb. 2014Łódź Area, Poland- Operational management of 50 FTE Service Desk (1st level 24h support)
- Accountable for delivery and achievement of performance targets (Operational and Quality KPIs)
- Provided leadership, development and direction to individuals and team
- Successful team and skill management, achieved by developing Service Desk to 2nd Level technical responsibilities.
- Ensuring Continuous Improvement
- Strategic planning, monitoring and service reporting to Head of GDC
- Account development by introducing additional customer processes
- Management of Knowledge-Skills-Attributes for successful development of unit (from 1st level basic service support to 2nd level technical support)
- Supporting Sales Units in new business opportunities
- Adjustments to contractual agreements
- Continuous service verification, control improvement
- Project lead for ISO certification with final certification of GDC on ISO9001, ISO20000 and 27001
Arvato ServicesContact Center Operations Manager
Dec. 2009 - Dec. 2012Poznań, woj. wielkopolskie, PolskaOperational Management of Customer Service accounts. Roles&Responsibilities:
- Managed with documented success voice and non-voice based Customer Service accounts of up to 250 FTEs, including functional teams (financial team, social media team, disruption team, group booking, ticketing facility);
- Direct management of Supervisors, Team leaders, Trainers and Quality Managers;
- Accountable for delivery of contractual KPIs – including effectiveness, quality, CSAT/NPS and cost effectiveness, reporting to local executives and customer's Vendor Manager;
- Accountable for financial performance of managed accounts – Revenue, ROS, CPC, reporting to local executives
- Delivering performance and quality driven incentives and motivational events;
- Holding regular meetings and performance reviews with teams and customers;
- Responsible for service improvement plans and corrective action plans;
- Forecasting and analyzing of volume and seasonal changes;
- Planning and adjusting of staff and resources, including growth management and attrition mitigation;
- Building and maintaining healthy relationship with business customers;
- Ensuring customer needs are anticipated;
- Regular customer meetings, visits and reviews;
- COPC driven approach – people, processes and performance
Arvato ServicesContact Center Operations Manager Deputy
Mar. 2009 - Dec. 2009Poznań Area, PolandResponsibilities and key activities
- Direct management of up to 15 Teamleaders and teams;
- Delivery of contractual KPIs, including quality and effectiveness;
- Performance management in alignment to contractual KPIs;
- Monitoring of team performance and effectiveness against set targets;
- Holding regular team reviews, including agent round tables;
- Forecasting, planning, implementation, monitoring of services;
- Responsibility for staff engagement, events and incentives;
- Responsibility for HR issues and events;
- Supporting Operational Manager, acting in lieu and in replacement;
- Relationship with business customers
Arvato ServicesOperations Supervisor / Senior Operations Coordinator
Dec. 2007 - Mar. 2009Posen, Polen- Alignment to customer’s product processes and guidelines;
- Scheduling, analysis of resources needs, corrective actions towards daily schedule adherence;
- Real-time monitoring - Daily Service Level management;
- Staff management against peak time and call volume;
- Quality of service and performance management of individual members as well as team;
- Individual performance measurement against set targets
Arvato ServicesCustomer Service Representative
Mar. 2005 - May. 2007Poznań, Wielkopolskie, Poland- Supporting customers for Global Telco and Airline Industry business clients;
- Servicing and working in accordance to customer product rules, conditions and guidelines
- Following internal company regulations and policies
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