Andrzej Bereźnicki
Wroclaw
Summary
Highly motivated and results-oriented professional with 17 years of experience in customer service, administration, and project coordination across diverse industries, including clinical research. Demonstrated success in resolving customer inquiries, streamlining processes, and contributing to team success. Excited to leverage skills and experience to excel in a challenging role within the medical field.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Process Associate
Genpact
06.2023 - Current
- Monitor and improve KPI targets related to administration and dispatch functions
- Coordinate with cross-functional teams to resolve technical inquiries and product issues
- Train junior associates in various process-related tasks, ensuring consistent quality across the team.
- Meet month-end reporting objectives and deadlines.
Service Operations Administrator
Becton Dickinson (BD)
03.2022 - Current
- Ensured effective planning and dispatching of TS corrective field activities for BD Biosciences (BDB) and Integrated Diagnostics Solutions (IDS) equipment
- Managed the worktime of engineers by cases & work orders management in line with KPI
- Completed spare part orders through 3rd party provider & BD
- Enhanced communication between departments through regular meetings, reports, and updates.
- Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.
Business Coordinator
Opel Finance
01.2020 - 03.2020
- Coordinated with regional sales teams to provide support and ensure efficient operations
- Analyzed financial data and prepared reports to support management decision-making
- Assisted in the development and implementation of marketing campaigns
- Provided support to Opel dealerships and ensured compliance with Opel Finance policies and procedures
Learning & Development Assistant
KCR
05.2019 - 07.2019
- Assisted in the planning, organization, and delivery of training programs for employees.
- Managed Learning Management System (LMS), including uploading content, tracking user progress, and generated reports.
- Coordinated training programs on Good Clinical Practice (GCP), clinical trial regulations, and standard operating procedures (SOPs).
- Communicated with clinical research associates (CRAs), project managers, and other stakeholders to identify training needs and coordinate training activities.
Procurement Associate
DHL
10.2018 - 04.2019
- Negotiated prices, terms, and conditions with suppliers.
- Created and processed purchase orders, tracking deliveries, and ensuring timely receipt of goods and services.
- Identified opportunities to reduce procurement costs and improve efficiency.
- Built and maintained strong relationships with suppliers.
Senior Claims Associate
Genworth Financial / AXA Partners
04.2009 - 03.2017
- Evaluated and processed insurance claims, including reviewing policy coverage, investigating claims circumstances, and determining claim validity and settlement amounts.
- Communicated with customers throughout the claims process, providing updates, answering questions, and resolving any concerns or complaints.
- Identified opportunities to improve claims handling processes and customer service.
- Managed customer relationships and ensured customer satisfaction throughout the claims process.
Customer Service Representative
Syncreon
09.2006 - 12.2007
- Processed customer orders, including verifying order details, confirming shipping addresses, and coordinating with warehouse or logistics teams
- Identified and resolved customer issues and concerns in a timely and effective manner
Education
MBA - Management and Marketing
University of Management And Banking
Poznan, Poland06.2004
Bachelor of Tourism Management - Tourism & Recreation
Academy of Hotel Management And Catering Industry
Poznan, Poland06.2002
Skills
- Customer Service and Communication: resolving inquiries, handling complaints, active listening, and clear communication
Process Improvement and Efficiency: ability to analyze processes, identify areas for improvement, and implement solutions
Training and Development: experience in training, onboarding, and facilitating workshops
Data Analysis and Reporting: skills in data collection, analysis, and presentation
Technical Skills: Microsoft Office Suite, CTMS, CRM software, Service Max and LOTS order management program
Language Skills: English: C1 (Proficient), FCE Certificate - Fluent in business communication, with excellent written and oral skills Proven ability to effectively communicate with diverse audiences in English Spanish and French: A2 (Elementary) - Basic conversational and written skills German: A1 (Beginner) - Basic understanding
Accomplishments
- Resolved 98% of customer inquiries and complaints, resulting in Employee of the Month awards and meeting Client Service Level Agreements (SLAs).
- Decreased call and complaint volume by 40% through the implementation of official letter templates at Genworth Financial / AXA Partners.
- Resolved an average of 50 inquiries per day as a Customer Service Representative at Syncreon.
- Improved cooperation with outsourcing companies and increased the effectiveness of work for regional sales coordinators at Opel Finance.
- Implemented improvements in insurance operation software and communication with customers at Genworth Financial / AXA Partners.
- Trained new employees on company policies and procedures, resulting in improved performance and customer satisfaction at Genpact.
- Coordinated workshops for employees to better understand the company mission at KCR.
- Saved over €10,000 monthly by negotiating long-term supply contracts with vendors as a Procurement Associate at DHL.
- Collected and analyzed clinical trials data from clinical research associates for management needs at KCR.
- Managed a team of six members on performance-oriented strategies and customer service techniques at Genworth Financial / AXA Partners.
- Contributed to team goals and objectives through active participation at Genpact.
Customer Service:
Process Improvement:
Training and Development:
Procurement and Cost Savings:
Data Analysis:
Leadership and Teamwork:
Certification
- Introduction to Collecting and Reporting Adverse Events in Clinical Research, Global Health Training Centre, 08/01/23
- Introduction to Informed Consent, Global Health Training Centre, 08/01/23
- The Study Protocol, Global Health Training Centre, 08/01/23
- Data Safety and Monitoring Boards, Global Health Training Centre, 08/01/23
- Introduction to Clinical Research, Global Health Training Centre, 04/01/23
- ICH Good Clinical Practice E6 (R2), Global Health Training Centre, 04/01/23
- French course level A2, Berlitz School, 06/01/23
- First Certificate in English, University of Cambridge, 06/01/04
Languages
English
Spanish
French
German
Hobbies and Interests
Reading articles and newsletters related to medical technology innovations, Participating in microbiology instrument presentations, Obtaining clinical trials courses and certificates on Global Health Training Centre, Sporting activities, Hiking
Timeline
Senior Process Associate
Genpact
06.2023 - Current
Service Operations Administrator
Becton Dickinson (BD)
03.2022 - Current
Business Coordinator
Opel Finance
01.2020 - 03.2020
Learning & Development Assistant
KCR
05.2019 - 07.2019
Procurement Associate
DHL
10.2018 - 04.2019
Senior Claims Associate
Genworth Financial / AXA Partners
04.2009 - 03.2017
Customer Service Representative
Syncreon
09.2006 - 12.2007
MBA - Management and Marketing
University of Management And Banking
Bachelor of Tourism Management - Tourism & Recreation
Academy of Hotel Management And Catering Industry
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