Anna Zając

- execute complex HR processes and cases, in line with existing policies, SLAs, and procedures, assuring high quality data management, as well as documentation, including on-going support to employees
- identifying ways of improvement of processes and support in implementation
- updating and reviewing process maps, procedures and user instructions
- providing support and advice to team members

- being the first point of contact for employees
- resolving HR related requests timely & effectively, following
standardized HR processes via phone and e-mail
- maintaining Employees’ data base from hire to retire accurately in the
supporting HR systems (CRM, Oracle, Success Factor, WATT)
- providing HR reporting to HR Business Partners on monthly basis
(monitoring active customers, maternity leave, long term sick leave,
bonus systems, FTE/HC, overtime) using Microsoft Excel
- managing specific-task contracts and contracts of commission;
preparing payments
- supporting continuous improvement process initiatives during
transition period
- providing trainings of CRM modul and Customer 1st attitude to other
team colleagues
- preparing work schedule for team on monthly basis

- being the first point of contact for Shell customers from Czech Republic
- managing credit blocked orders and customers approaching or
exceeding their credit limit
- making proactive calls to predefined customers to arrange collection of
payments
- following up and ensuring that all unresolved/unpaid debts and credits
on a customer's accounts receivable are worked to conclusion with
payment or internal adjustments
- providing authorized approvals for release of credit blocked orders and
taking credit decisions
- being the support for go live of new system using my knowledge from
previous position as Customer Service Professional

- being the first point of contact for Shell customers from Slovak
Republic
- resolving customer requests received via all mediums (phone, email,
fax) according to agreed service levels and service standards
- resolving customer problems at first contact or referring the matter to
the appropriate department in the company
- providing assistance to customers in self-service mediums, providing
information about the products offered, services and existing
procedures
- providing information about payments, issuing credit notes/debit notes
- disputes handling
- presenting information about road taxes and VAT refund in Europe and
handling customers’ registrations
- recording and following up all customer contacts in customer facing
systems (SAP CRM)
- supporting continuous improvement process initiatives during transition period

- entering Slovak company to the Polish market
- acquiring new customers, creating own sales network
- maintenance and ongoing support of existing customers
- taking care of the company’s image
- office administration, customer data management

leaflets translation, instructions translation (from Polish to Slovak) and
general customer support in sales