Karol Baryło

● implementing and delivering of IT Level 3 Support project for a global antivirus software leader (12 agents, French and German markets),
● resource planning and Work Force Management to optimise agent attendance against call patterns,
● stakeholders relationship management (Quality Analysis Team, Team Lead, Sponsor, Client),
● providing training to the agents and coordinating real time coaching,
● interval and KPI reports preparation and analysis to ensure appropriate level of support,
● creating and delivering continuous improvement plan,
● undertaking Business Analyst responsibilities on the program that involved working closely with business stakeholders as well as leading process modelling in cooperation with IT,
● implementation of standards across the program including: tracking, monitoring and updating the status of program deliverables,
● risk and issues management,
● establishing and monitoring an escalation path: real time agents support, knowledge base repository, Team Lead, IT Specialists, escalation to the client owner,
● handling change management including: procedures verification, obtaining sign offs from the client, implementing procedure changes and new procedures into the process

Program Management PMO Business As Usual processes such as:

• Reporting & Controlling
• Communications Management
• Risk and Issue Management
• Dependency Management
• Portfolio / Program / Project Governance Support
• Financial Management / Reporting
• Standardisation
• Mailbox management
• User Training / Guidance
• Work Enablement & Administration
• Ad hoc support

• input, update and maintain all HR related data via HR System in a timely manner,
• answering clients in HR related queries through telephone or email, communications by identifying issues, researching problems, troubleshooting root cause,
• implementation of new procedures, updating SOP document,
• assistance with onboarding of the new employees.

• resolving queries from employees and vendors regarding purchase orders, overdue invoices, data maintenance via email and telephone within specified deadlines and quality parameters,
• keeping good relationship with the customers, proactive solving customer’s problems,
• processing documents in SAP
• cooperating with the procurement, accounts payable, vendor maintenance, bank operation teams and local controllership to address / solve issues, follow on learning/ changes, leveraging / best practice sharing,
• identifying areas of improvements and possible standardization, delivering innovative process solutions to the company and its customers ( two projects implemented with focus on simplifying, effectiveness and efficiency)
• handling first level of in and out escalation (escalating queries/ issues in the timelines and guidelines provided).

• working on block order release on daily basis (analyzing credit situation of every customer placing an order, improving procedures for that activity to make it less time-consuming and more efficient),
• preparing and controlling payment plans for the customers having financial difficulties,
• cash application,
• investigating on unapplied/unidentified payments (contacting the customers to clarify discrepancies, reconciling invoices with customers)
• performing collection calls and sending dunning letters,
• preparation of SOP’s for the processes conducted in my team,
• providing training on main activities for new joiners.