Alicja Magdalena Grabowska
Jelenia Góra
Summary
Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service and B2B UK Case Manager
Wayfair Deutschland
09.2021 - Current
- Provided bilingual (English and German) customer support, leveraging cultural sensitivity to resolve complex client issues effectively
- Developed and led training programs for 20+ international agents, resulting in a 15% improvement in client satisfaction ratings
- Quality Assessment Implementation: Led quality assessment implementation, using data-driven insights to establish KPIs, resulting in a 10% increase in customer satisfaction scores within six months
- Ticket Management: Analyzed ticket data to optimize response workflows, reducing average response time by 20% and enhancing resolution efficiency based on trends in customer needs
- Case Management: Leveraged case data to identify resolution trends, achieving a 95% resolution rate within SLAs and enhancing case prediction for similar future scenarios
- Managed complex B2B client inquiries and high-value orders, achieving a 90%+ repeat business rate through proactive issue resolution
Case Manager
KCM Clinic S.A.
02.2019 - 04.2021
- Acquired 50+ new patients monthly through targeted social media and healthcare platform campaigns, contributing to a 25% growth in patient bookings
- Led recruitment and training of new staff members, standardizing onboarding processes to ensure consistent patient care quality
- Developed and managed engaging social media content, increasing follower engagement by 30% and fostering collaborative relationships with healthcare providers
International and Private Patient Coordinator, assistant for plastic surgeon Dr Marta Wilczyńska
KCM Clinic S.A.
02.2019 - 04.2021
- Facilitated seamless patient care and logistics for 100+ international patients, enhancing registration and admission efficiency through a streamlined documentation system
- Coordinated all aspects of international patients’ clinic stays, from travel logistics to diagnostics, achieving a 95% patient satisfaction rate through proactive communication
- Created cost estimates, managed payment collection, and handled invoicing for 50+ patients monthly, maintaining a 100% accuracy rate in financial settlements
- Assisted in consultations and provided post-operative support, maintaining a high patient retention rate and ensuring smooth communication during recovery
- Managed patient complaints per contract standards, achieving a 20% reduction in repeat issues through proactive resolution and follow-up
Supply Chain Manager
EniTech sp. z o.o.
04.2017 - 02.2019
- Managed end-to-end logistics of the fuel supply chain for the commercial power industry, ensuring timely and cost-effective delivery of biomass products
- Developed and implemented product quality control procedures at every stage of the logistics chain, reducing defects and ensuring compliance with industry standards
- Coordinated transportation logistics across multiple internal teams and external vendors, optimizing routes and reducing transportation costs
- Cultivated strategic partnerships with key biomass producers in Poland, securing favorable contract terms and increasing supplier network
- Analyzed biomass quality trends by source, leveraging seasonal data to forecast revenue and optimize purchasing strategies, contributing to a 12% increase in profit margins
Office Manager
WTS Wind Turbine Service Labuda
02.2015 - 04.2017
- Designed and maintained a comprehensive technician database, supervised technical training, and streamlined post-work protocols, reducing reporting errors
- Built and managed a network of subcontractors and independent technicians, optimizing resource allocation and reducing project turnaround times
- Fostered strategic partnerships with international wind turbine manufacturers, leading to three new contracts
- Managed invoicing, contract creation, and financial settlements, ensuring 100% compliance with deadlines and improving financial tracking accuracy
Education
Master’s Degree - Intercultural Humanities
Jacobs University Bremen
05.2015
Master’s Degree - Philosophy, specialization Social Communication
University of Wrocław
06.2010
Bachelor’s Degree - Journalism and Social Communication
University of Wrocław
09.2006
Skills
- Case documentation
- Case management
- Organization and multitasking
- Relationship building
- Customer relations advocacy
- Customer service
- Creative problem solving
Languages
English
German
Polish
Certification
Currently pursuing a Project Management certification on Coursera, which complements my extensive background in coordination and process management.
Downhil MTB
In my free time I love to explore downhill tracks all over Europe, I also enjoy snowboarding and hiking in the winter time.
Timeline
Customer Service and B2B UK Case Manager
Wayfair Deutschland
09.2021 - Current
Case Manager
KCM Clinic S.A.
02.2019 - 04.2021
International and Private Patient Coordinator, assistant for plastic surgeon Dr Marta Wilczyńska
KCM Clinic S.A.
02.2019 - 04.2021
Supply Chain Manager
EniTech sp. z o.o.
04.2017 - 02.2019
Office Manager
WTS Wind Turbine Service Labuda
02.2015 - 04.2017
Master’s Degree - Philosophy, specialization Social Communication
University of Wrocław
Bachelor’s Degree - Journalism and Social Communication
University of Wrocław
Master’s Degree - Intercultural Humanities
Jacobs University Bremen
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