Summary
Overview
Work History
Education
Skills
Websites
Certification
Additional Information
Timeline
Generic

Agnieszka Adamska

Chrząstawa Wielka

Summary

Energetic and efficient in resolving complex issues.
A person, who gets the job done providing the highest possible quality.
My personality, experience, and leadership style allows me to promptly gain trust of business partners and team members.

Result oriented, out of the box thinker.

Highly adjustable in fast-paced and rapidly growing work environments.

Consistently recognized by customers, subordinates, peers, and superiors for excellent performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Escalation Manager

Infor Poland Sp. z o.o.
02.2021 - Current
  • Manage customer prioritized incidents validated as critical to completion of a milestone and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
  • Act as the primary point of contact for escalated issues from customers or internal teams.
  • Conduct regular meetings and checkpoints with key customers.
  • Keep customers and stakeholders informed throughout the escalation process.
  • Provide clear, professional, and timely updates on issue status and resolution timelines.
  • Manage customer expectations and ensure satisfaction.
  • Lead improvements by proactively monitoring trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.

Service Delivery Manager

CSS Corp Sp. Z o.o. (Zscaler, Inc.)
08.2018 - 01.2021
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Lead new hire recruitment, training and development.
  • Managed operations for Technical Account Management, Professional Services, and Technical Support.
  • Managed a team of Zscaler dedicated network engineers.
  • KPI and SLA management, data analysis and reporting, performance reviews.
  • Escalation management.
  • Accomplishing staff results by communicating role expectations; planning, monitoring, and assessing results; coaching, guiding, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Maintaining service quality by implementing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending and implementing process improvements.

Assistant Manager

AXA XL (XL Catlin Services SE)
04.2017 - 07.2018
  • Managed a team of Claims Analysts.
  • End to end transition management.
  • Maintaining regular contact with stakeholders, resolving issues and processing inquiries as soon as possible.
  • SLA, report and capacity management.
  • Identifying training needs and providing coaching.

Manager

CSS Corp Sp. z o.o.
08.2013 - 03.2017
  • Managing a team of technical support specialists.
  • Maintaining contact and cooperation with internal and external customers.
  • Solving issues and processing inquiries as soon as possible with high quality.
  • SLA and KPI management, performance reviews.
  • Escalation management.
  • Maintaining staff by recruiting, selecting, orienting, and training employees.
  • Maintaining a safe and secure work environment; developing personal growth opportunities.
  • Analyzing and implementing process improvements.

Technical Support Administrator

CSS Corp Sp. z o.o.
03.2012 - 07.2013
  • End user technical support (phone, email & chat).
  • Windows OS and Mac OS, mobile OS (Windows Phone, Android, iOS).
  • Ensuring highest possible service quality and customer satisfaction through quick and accurate solutions.

Debt Collector

Banque PSA Finance
06.2008 - 02.2012
  • Portfolio management & debt collection.
  • Delegated to handling difficult customers.
  • Monitoring and reporting.
  • Ensuring continuous process improvement.

Customer Service Professional

Sitel Polska
11.2006 - 06.2008
  • End user customer and technical support.
  • High pressure work environment.
  • Conducting training and quality checks.

Education

Master of Arts - German Linguistics

University Of Warsaw
Warsaw
07.2008

Skills

  • Operations support, incident and escalation management
  • Customer relationship management
  • Strong interpersonal skills
  • IT service delivery, project management
  • Problem-solving and critical thinking
  • Creative solutions, out of the box thinking
  • Reporting and strategic data analysis
  • Team management, cross functional team building and leadership
  • Zendesk, Salesforce, ServiceNow
  • Solutions development and continuous improvement
  • Customer advocacy and feedback handling
  • Technical Support, Networking, VPN technologies, TCP/IP, troubleshooting (wireshark, ping, traceroute)

Certification

  • Professional Scrum Master I
  • ITIL Foundation
  • PRINCE2 Foundation
  • Zscaler Certified Cloud Administrator - Internet Access
  • Zscaler Certified Cloud Administrator - Private Access

Additional Information

Language skills:

  • German: native
  • English: fluent

Timeline

Escalation Manager

Infor Poland Sp. z o.o.
02.2021 - Current

Service Delivery Manager

CSS Corp Sp. Z o.o. (Zscaler, Inc.)
08.2018 - 01.2021

Assistant Manager

AXA XL (XL Catlin Services SE)
04.2017 - 07.2018

Manager

CSS Corp Sp. z o.o.
08.2013 - 03.2017

Technical Support Administrator

CSS Corp Sp. z o.o.
03.2012 - 07.2013

Debt Collector

Banque PSA Finance
06.2008 - 02.2012

Customer Service Professional

Sitel Polska
11.2006 - 06.2008

Master of Arts - German Linguistics

University Of Warsaw

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Agnieszka Adamska