Passionate leader with a huge focus on people management, lean philosophy and high quality services fulfilling customer's expectations.
Overview
19
19
years of professional experience
Work History
Cluster Manager for Order Management
Clariant Services (Poland) Spółka z o.o.
05.2021 - Current
Leader managing team of 15 professionals with main focus on achieving higher team performance, recourses optimization and people's work-life balance in wide understanding
Manage daily end-to-end operation by developing efficient solutions to improve overall cluster performance (125% of project target realization in managed cluster)
Managing and reporting operation due to SLA/KPIs and adhering performance indicators due to Business unit needs (increasing performance due to all aligned targets and keeping them on required level e.g. KPI 049 99%, TT SLA Compliance 99%)
Assigned back up of Senior Process Manager (head of Order Management department) what led to an extraordinary responsibilities like: being first point of contact for Head of SSC in Poland, stakeholders and business, take part in Leadership meetings representing department and discussing performance and if needed mitigation actions, support for another leaders within department as well as operation, taking decisions applicable for whole department.
Ensure day-to-day operation performed on Business Unit requirements and agreed quality. Mitigation actions and projects increasing efficiency to achieve status quo. Monitor data analytics to identify trends, opportunities and areas of improvement within the cluster operations.
Established strong relationships with key stakeholders and Business Unit representatives through regular meetings, reports, and presentations on cluster progress during Service and Governance calls.
Close cooperation with Business Partner assigned for Business Unit to strengthen and improve the cooperation with the business
Being main coordinator for Problem solving projects target for whole Order Management department with project target realization for team of 60 people on level of 128%.
Lean leader with focus on lean management and efficiency improvements who managed to build and strengthen lean culture with team of 15 people ending up with target realization on level of 125% in 2023.
People's manager responsible for recruiting and hiring talent to strengthen the existing workforce, ensuring qualified professionals were placed in crucial roles throughout the team. Development of people - within 2 years managed to develop Senior Process Specialist to became Deputy Cluster Manager in AR/CM team supporting Cash Collection transition. Mentor and coach for team's members (Individual development plans, yearly personal non-operational goals).
Deputy Cluster Manager Order Management
Clariant Services (Poland) Spółka z o.o.
06.2019 - 05.2021
In addition to operational tasks:
Being a back up for Cluster manager
Support line manager to assure that all SLA/KPIs are fulfilled, process is performed due to aligned with BU requirements and quality
Handle complaints and escalations
Support for line manager in Service call presentation preparation
Execute internal controls and take part in audits
Prepare and conduct team meetings, huddles, at hoc meetings
Taking care of documentation (SOP, WR, WI)
Being part of hiring process
Process Lead Export Service Desk Order Management
Clariant Services (Poland) Spółka z o.o.
06.2018 - 06.2019
In addition to operational role in Export Service Desk:
SPOC for the process topics and contact person for stakeholders within process
Responsible for onboarding and follow ups on onboarding
Service calls presentation preparing and presenting
Reporting and presenting prepared data
Responsible for volumetrics and workload adjustments
Internal controls reporting
Process performance of team members updates for CM
Problem solving attitude
Back up structure (DCM, as per team structure)
Senior Process Specialist Order Management
Clariant Services (Poland) Spółka z o.o.
04.2017 - 06.2018
Sales and Sample Orders Processing according to country regulations
SPOC for all affiliates/customers inside the organization for Export business related issues or requests
Complaint handling process (including debit / credit payments) and support the central coordinator
Handling of all required documentation
Handling of Letters of Credit
Support Contracts handling (SAP , legal contracts) - preparation, verification
Coordination of open orders with final customers and Clariant's affiliates
Calculation of freight costs, commissions and other surcharges to be added on the Marketing given sales prices.
Senior Process Executive
Infosys BPO Polska Sp. z o.o.
10.2013 - 10.2015
Execution of Sales and Fulfillment process for Philips customer including performance reporting, projects leading, taking part in process transition.
Customer Service Specialist, Fastrack Team Leader, Quality and BPO Coordinator
DHL Exel Supply Chain Sp. z o.o.
06.2006 - 07.2013
Customer Service Specialist: End-to-end export order fulfillment in line with customer standards (Procter and Gamble customer) including cooperation with sea carriers, preparation of export documents, complaint handling process and implementation of new projects (Fastrack, MySAP)
Team leader: Assure to achieve team's goals, building day-to-day relationships with customer, cross-functional collaboration, successful launch of Fastrack project enabling timely global delivery of fast-moving products
Quality and BPO Coordinator: Quality assurance, training conducting in the field of operational procedures and customer requirements, internal auditor for DHL company.
Domestic and international forwarder
Polski System Dystrybucji Sp. z o.o.
06.2005 - 06.2006
Coordination of import deliveries Export documentation preparation Complaints handling Supervision and managing the work of warehouse employees
Senior Customer Service Specialist at PPG Global Business Services Poland Sp. Z O.oSenior Customer Service Specialist at PPG Global Business Services Poland Sp. Z O.o
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC