Anna Kaczorowska
Warsaw
Summary
Driven by a passion for personal growth and commitment to making a positive impact. With 8 years of industry experience, consistently demonstrated a dedicated approach, empathetic nature and excellent communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Field Services Team Leader
Wipro IT Services Poland
01.2024 - Current
- Setting performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed;
- Empowering team members by delegating responsibilities according to individual strengths and areas of expertise;
- Enhancing team productivity by implementing efficient work processes and regularly reviewing performance metrics;
- Increasing customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly;
- Conducting recruitment to build team of top performers;
- Streamlining workflows for increased efficiency, setting priorities to reduce the backlog of Incidents and Work Orders in BMC Helix ticketing tool;
- Negotiating with suppliers to secure cost-effective resources, positively impacting project budgets;
- Motivating team members to surpass their targets, recognizing and rewarding their achievements;
- Ensuring the CMDB records are accurate by making regular checkups with the team and fixing discovered errors;
- Promoting culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
Quality Assurance and Process Excellence Lead
Wipro IT Services Poland
09.2021 - 12.2023
- Supervising Quality processes for more than 20 Customers in Europe;
- Managing Team of Quality Analysts in Poland and Romania: mentoring and coaching to achieve their goals, providing valuable insights, and fostering growth;
- Skilled in identifying strengths and weaknesses to develop tailored strategies for professional development;
- Ensuring Quality KPIs and SLAs are met;
- Collaborating closely with cross-functional teams to drive process improvements, resulting in streamlined workflows and improved response times;
- Playing a pivotal role in enhancing IT service delivery, focusing on end user satisfaction and prompt issue resolution;
- Conducting in-depth analysis of end user feedback and pain points to identify areas for improvement and proactively implement solutions;
- Leader of the Employee Engagement Team - organising events for the Global Quality Team and Service Desk Poland.
Regional Onsite Service Manager
ATOS Global Delivery Center
07.2017 - 08.2021
- Managing relationships with the 3rd party provider organizations;
- Ensuring the highest level of service delivery, dealing with customer escalations;
- Holding monthly service reviews with KPIs analysis;
- Identifying risks and driving service improvements to increase cost efficiency and customer satisfaction;
- Reviewing 3rd Parties' invoices against forecasted costs;
- Managing Change requests: ensuring that the Change has the appropriate approvals; correct costings for the change; ensuring that all Changes are in line with Portfolio Offering.
- Meeting with Customers to discuss service needs and develop effective and practical solutions.
- Monitoring service staff performance and providing feedback for improvement.
Global Onsite Service Coordinator
ATOS Global Delivery Center
08.2016 - 09.2017
- Managing and tracking tickets in Service Now tool (Incidents and Work Orders for IT Field Engineers);
- Highlighting issues hindering SLA compliance to management;
- Ensuring that best practice rules are adhered;
- Logging and tracking issues spotted by Onsite Services and other referral teams;
- Producing weekly reports reflecting ticket management.
Process Analyst
ATOS Global Delivery Center
01.2016 - 08.2016
- Analyzing and documenting technical processes for IT field Engineers and suggesting areas for improvements;
- Administrating Knowledge Base of technical SOPs in SharePoint;
- Improved process efficiency by analyzing workflows and identifying areas for optimization.
Education
Management - Business and Logistics -
WSB University in Bydgoszcz
01.2018
International relations -
Kazimierz Wielki University
01.2015
Skills
- Excellent communication skills
- Lean
- Team work
- Change Management
- Project management
- MS Office
- People Management
- Customer Satisfaction
- Quality Assurance
- Six Sigma
- ServiceNow
- ITIL
- Process Analysis
- Mentoring
- Attention to Detail
- Problem-Solving
- Conflict Resolution
Certification
- Lean Green Belt, 05/2022
- Six Sigma Green Belt, 06/2022
- Prince2 Agile Foundation Certificate in Agile Project Management, 11/2020
- Microsoft Office Specialist Outlook 2016, 02/2019
- Microsoft Office Specialist Excel 2016, 06/2018
Languages
English
Advanced
C1
Polish
Proficient
C2
Awards
- SHero Award - inspiring women in Leadership, 03/2022, Wipro IT Services Poland, Nominated by the Location Head for the inspiring and powerful performance.
- Habit Flagbearer - Always Communicating Award, 01/2023, Wipro IT Services Poland,
- Habit Flagbearer Demonstrating Stewardship Award
- Bronze Accolade, 07/2018, Atos IT Services
- Bravo Accolade, 11/2017, Atos IT Services
Projects
Leader of the Employee Engagement Team, 01/2023 - 12/2023
Lean Project Improvement for Open Tickets Backlog Reduction, 2023
Lean Project for Quality Audit Score Improvement, 2023
Six Sigma project for CSAT Improvement, 2022
Lean Project Improvement for Aged Tickets Reduction, 2022
Lean Project for FCR Improvement, 2022
Conferencescourses
Building CV, preparing for Interview and career in a culturally diverse environment, 04/2023:
- Talking about the Women in Leadership, interview preparation and working in a culturally diverse environment;
- Speaking for students from over 14 Universities in Poland.
Timeline
Field Services Team Leader
Wipro IT Services Poland
01.2024 - Current
Quality Assurance and Process Excellence Lead
Wipro IT Services Poland
09.2021 - 12.2023
Regional Onsite Service Manager
ATOS Global Delivery Center
07.2017 - 08.2021
Global Onsite Service Coordinator
ATOS Global Delivery Center
08.2016 - 09.2017
Process Analyst
ATOS Global Delivery Center
01.2016 - 08.2016
International relations -
Kazimierz Wielki University
- Lean Green Belt, 05/2022
- Six Sigma Green Belt, 06/2022
- Prince2 Agile Foundation Certificate in Agile Project Management, 11/2020
- Microsoft Office Specialist Outlook 2016, 02/2019
- Microsoft Office Specialist Excel 2016, 06/2018
Management - Business and Logistics -
WSB University in Bydgoszcz
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