Agnieszka Grabowska
Warsaw
Summary
A results-driven professional with a strong aptitude for process improvement and operational efficiency. Demonstrates exceptional communication skills and excels in customer service and relationship building. Experienced in project management, with a proven track record of enhancing processes to achieve organisational goals. Committed to leveraging skills in customer service and project management to drive business success and foster long-term client relationships.
Overview
19
19
years of professional experience
Work History
End to End Delivery Lead Mobility (Retail)
Shell
Warsaw
08.2022 - 03.2025
- Acted as integrator of the community across the Customer Operation, regions and in market teams, ensuring seamless communication and collaboration
- Collaborated with cross-functional teams for efficient problem-solving.
- Led performance delivery, by ensuring green KPIs (CSI CEE in 2024 9,4 with target 8,5); implement "Return-to-green" plans where needed
- Led Council meetings with business partners (GMs, Sales Managers, Ops Team, Customers Ops) and tailored audiences to share KPIs, projects status, business opportunities
- Oversaw major projects, delivering within agreed timescales and budgets across CEE cluster achieving 10% increase in operational efficiency
- Drive innovation and automation through implementation of effective practices, processes to deliver best-in-class customer service and business value at an affordable cost
- Promoted safety-first culture among the team.
Fuels Pricing Implementer
Shell
Warsaw
01.2018 - 07.2022
- Comprehensive fuels price management: designed and implemented pricing strategies, policies, and systems to support various stakeholders
- Managed daily pricing activities with planning of pricing actions to maximize volume & margin
- Conducted detailed pricing analysis to inform decision making
- Suggested pricing strategies and actions often connected with marketing and other teams: collaborated with various external entities such as mobile operators and financial institutions, aiming to attract new customer segments to Shell
- Focused on bringing tangible value to the company (differentiated pricing project with quarterly & annual CEE award)
- Led the digitalization of the business by implementing SnapHub (AI tool to recognize prices) resulting in an incremental material margin
- Participated in regular volume demand forecasts sessions
- Tracked and analysed industry trends via POPIHN reporting and regional market trends to improve performance and influence the operational strategy
- Collaborated with sales team to optimise pricing tactics
- Monitored competitor prices for maintaining competitive edge
3rd Party Contract Coordinator Fleet Solution
Shell
Warsaw
05.2011 - 12.2017
- Supervised key 3rd Party supplier (CGI - a new Fleet Solution card platform supplier)
- Ensured that the supplier deliverables are kept to expected quality standards, delivered in accordance with SLAs, and meeting the KPIs
- Troubleshot potential problems before escalation, preventing major disruptions.
- Streamlined processes by identifying and addressing inefficiencies in operational workflows.
- Increased process efficiency; identified bottlenecks, developed solutions.
- Ensured continued adherence to relevant compliance guidelines, policies, regulations and business requirements
- Acted as HSSE Champion for the Fleet Solution business, enhancing HSSE awareness with suppliers by bringing them to Shell standards
- Represented the Company externally, e.g During the Earth-watch expedition to the Arctic, Canada 2014
3rd Party/ Fulfilment Performance Coordinator
Shell
Warsaw
05.2008 - 04.2011
- Ensured full stakeholder support through active communication and operational excellence
- Maintained strong relationship with suppliers, all businesses, and internal teams
- Monitored and analysed of contract portfolio
- Managed incident management process
- Participated in various projects and ad-hoc initiatives related to changes and improvement of the contract conditions
- Coordinated supplier's training sessions to enhance business knowledge and interim processes
- Handled administrative tasks, freeing up time for senior staff members.
B2B Lubricants Sales & Marketing Support
Shell
Warsaw
01.2006 - 04.2008
- Prepared presentations and sales efficiency analyses
- Cooperated with advertising agencies, distributors, and media
- Created of advertisement materials
- Coordinated various promotions and mailings
- Maintained up-to-date knowledge of competitor activities, ensuring competitive advantage.
- Collaborated closely with sales team, achieving consistent brand messaging across all platforms.
- Organised promotional events for increased product visibility.
- Managed distribution of marketing materials, ensuring maximum reach and impact.
Education
Post-graduate studies - Practice of motivation psychology
Szkoła Wyższa Psychologii Społecznej
2013
Master's degree - International Relationships
Warsaw School of Economics
Warsaw2006
Exchange Programme -
Ruprecht-Karls University
Heidelberg2004
Skills
- Process improvement aptitude
- Operational efficiency awareness
- Exceptional communication
- Customer Service
- Project Management
- Process Improvement
- Customer relationship building
Languages
English
Fluent
German
Intermediate
Affiliations
- sports (skiing, cycling – especially long- distance trips, yoga)
- travels and good books
- cooking with family and friends
Timeline
End to End Delivery Lead Mobility (Retail)
Shell
08.2022 - 03.2025
Fuels Pricing Implementer
Shell
01.2018 - 07.2022
3rd Party Contract Coordinator Fleet Solution
Shell
05.2011 - 12.2017
3rd Party/ Fulfilment Performance Coordinator
Shell
05.2008 - 04.2011
B2B Lubricants Sales & Marketing Support
Shell
01.2006 - 04.2008
Post-graduate studies - Practice of motivation psychology
Szkoła Wyższa Psychologii Społecznej
Master's degree - International Relationships
Warsaw School of Economics
Exchange Programme -
Ruprecht-Karls University
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