My Compass
To be a great leader is to create opportunities and an environment where each individual is capable of achieving their very best version of themselves
Resume
Experience
Jan 2019 - Mar 2024
Performance and Cluster Manager
NielsenIQ
Warsaw, Poland
Management of SSC Ops team responsible for data processing process for multiple western European markets
Key areas of responsiblity:
Securing the delivery and quality of the managed process flow
Ongoing revision of the managed process flows, driving improvments and efficiency
Implementation of new initiatives, processes and products
Maintenance of relationship with internal customers and stakeholders
Development of performance management system for the managed department
Jun 2017 - Dec 2018
Contact Center Manager
Teleperformance Poland
Warsaw, Poland
End to End management of multichannel customer service operation for a global leader in operating systems and technology
Key areas of responsiblity:
Operational and financial performance of the managed operation
Client relationship management
Development of operational staff (managers, senior advisors, trainers, etc.)
Change management, new process/product implementation, operational efficiency initatives
Scaling the operations to seasonality and meeting ramp expectations of the client
Oct 2013 - May 2017
Senior Operations Manager
Sitel Group // Foundever
Warsaw, Poland
Direct reporting to the Site Director, member of Site Executive Team, End 2 End accountability of managed projects
Key areas of responsilibity:
Management of several operational departments in various industries with total size over 250 employees
Ensuring compliance of operational departments with the corporate operating standards
Active participation and support of corporate sales processes (new/existing client RFIs)
Direct involvement (including supervision) in implementation of new projects and solutions
Driving process improvement initiatives both in operations and cross-department
Early Carrer
since 2004
Took up summer jobs in construction in my father's home improvement comapnies since I was 16yo in Florida and Michigan which I visited every summer.
I started my professional career in mid 2007 freelancing as a shop clerk in one of popular clothing store chains in Warsaw, as I started my adult and independent life.
My first serious full time contract job was a call center agent at Sitel group, a place where I built my early career and matured as a person. It was also the place where I found my talents in leadership, relationship building and client management.
Education
2006-2007
Warsaw University
English Teacher Studies
2010-2011
Leon Kozminski Academy
European studies
Warsaw
Class of 2006
51st High School
Warsaw, Poland
I graduated High School and passed my exams with good results.
Scored maximum possible points in the both oral exams (Polish & English) as the only student in my year.
I was head of class student body and a member of the school student council (1 of 4)
Organized and led in-school events and celebrations, lead debates and worked closely with the teachers council on various issues.
Professional skillset
People centric
AI proficient
Can do attitude
Process improvement
Client management
Budgeting & optimization
Fast learner
CX driven
Business growth
Russian (basic)
Languages
Polish (native)
English (business proficient)