пропозиції роботи
Wioleta Czernicka
Team Lead, Accenture Sp. z o.o.
Warszawa,
mazowieckie
Dołącz do GoldenLine i obejrzyj pełny profil tej użytkowniczki
Zobacz pełny profil
Umiejętności
Strategia biznesowa
Coaching
Zorientowanie na klienta
Zadowolenie klienta
Zarządzanie
Microsoft Office
Negocjacje
New Business Development
Optimization Strategies
Project Management
Zarządzanie czasem
Zarządzanie zespołem
Kontakt z klientem
Setting strategies and goals
Języki
angielski
biegły
niemiecki
biegły
Doświadczenie zawodowe
Team Lead
• creating consistent methods for analyzing and reporting metrics according to Six Sigma methodology
• automation and standardization process
• coordinate of creating manuals and transferring Billing German Process to India
• transition a part of Billing Process to India
• automation and standardization process
• coordinate of creating manuals and transferring Billing German Process to India
• transition a part of Billing Process to India
Team Lead
• managing a subordinate team (15 advisors – Billing Clerks)
• ensure Service Level Agreements for the teams are met
• creating and providing functional and operational reports to executive management
• setting team goals and monitoring their implementation
• calculation of quarterly bonuses
• conducting weekly ICFRs controls
• direct contact with Business Unit
• recruitment
• conducting bi-annual employee evaluation
• preparing team for the transition to a BPO organization
• ensure Service Level Agreements for the teams are met
• creating and providing functional and operational reports to executive management
• setting team goals and monitoring their implementation
• calculation of quarterly bonuses
• conducting weekly ICFRs controls
• direct contact with Business Unit
• recruitment
• conducting bi-annual employee evaluation
• preparing team for the transition to a BPO organization
Team Manager
SITEL Polska Sp. z o.o.
• managing a subordinate team (16-23 advisors)
• quality and quantity monitoring
• setting realistic and achievable goals
• managing team metrics
• regular control of team’s results and current reports and statistics
• team recruitment
• data and trends analysis; root cause analysis
• setting short and long term goals in order to improve and/or to maintain the quality results
• managing the changes and effectively engage the team
• cooperation with international clients in German and in English;
• taking care of the customer satisfaction, quality of offered services and good working atmosphere • • • maintaining discipline among the subordinate team
• quality and quantity monitoring
• setting realistic and achievable goals
• managing team metrics
• regular control of team’s results and current reports and statistics
• team recruitment
• data and trends analysis; root cause analysis
• setting short and long term goals in order to improve and/or to maintain the quality results
• managing the changes and effectively engage the team
• cooperation with international clients in German and in English;
• taking care of the customer satisfaction, quality of offered services and good working atmosphere • • • maintaining discipline among the subordinate team
Customer Service Professional
SITEL Polska Sp. z o.o.
• responsible for managing customer claims within eBay Buyer Protection Program
• work with administrative tool of online banking system (PayPal)
• Floorwalker position: supporting the team in resolving everyday issues
• participation in development of system- and procedural improvements (Six Sigma workshop)
• work with administrative tool of online banking system (PayPal)
• Floorwalker position: supporting the team in resolving everyday issues
• participation in development of system- and procedural improvements (Six Sigma workshop)
Trainee
• checking the German language competence
• translating documents
• database support
• organization of German language training
• translating documents
• database support
• organization of German language training
Szkolenia i kursy
• 09.2016 - 01.2017 Accounting course, Accountants Association in Poland
• 03.2013 - 09.2013 The Coach Certification Clinics, Sitel Polska
• 02.2012 - 06.2012 Translation course, Goethe Institut
• 10.2010 - 06.2011 Business German, University of Warsaw
• 03.2011 - 06.2011 PayRoll Course, GOWORK.PL
• 03.2013 - 09.2013 The Coach Certification Clinics, Sitel Polska
• 02.2012 - 06.2012 Translation course, Goethe Institut
• 10.2010 - 06.2011 Business German, University of Warsaw
• 03.2011 - 06.2011 PayRoll Course, GOWORK.PL
Edukacja
Kurs podstaw rachunkowości, zawodowe
Stowarzyszenie Księgowych w Polsce Oddział Okręgowy w Warszawie
Niemiecki jako jezyk obcy, magisterskie
Uniwersytet w Hamburgu
Germanistyka, magisterskie
Uniwersytet Warszawski
Nauczanie języka niemieckiego, licencjackie
Uniwersytet Warszawski
Specjalizacje
Administracja biurowa
Wprowadzanie/Przetwarzanie danych
Call Center
Zarządzanie Call Center
Edukacja/Szkolenia
Rozwój osobisty
Finanse/Ekonomia
Księgowość
Human Resources/Zasoby ludzkie
Rekrutacja/Employer Branding
Grupy
Uniwersytet Warszawski
Uniwersytet Warszawski, założony w 1816 roku, jest największą polską
uczelnią i jednocześnie jedną z najlepszych w kraju.
