Specjalistka z wieloletnim doświadczeniem w obszarze obsługi klienta, kontroli jakości oraz szkoleń i rozwoju pracowników. Chcę rozwijać swoje kompetencje w miejscu, które ceni zaangażowanie i rozwój zawodowy.
Umiejętności:
szybkie przyswajanie nowej wiedzy i sprawne wdrażanie się w nowe obowiązki.
Wprawa w pracy pod presją czasu oraz skutecznym działaniem w sytuacjach wymagających szybkiej reakcji.
Umiejętność współpracy w zespole i wspólnego realizowania wyznaczonych celów.
Komunikatywność, łatwość nawiązywania kontaktów oraz jasne i skuteczne przekazywanie informacji.
Podsumowanie
4
4
Languages
7
7
years of post-secondary education
7
7
years of professional experience
Doświadczenie
Junior-Senior Training and Quality Specialist
Teleperformance Polska
Poznań
04.2023 - 10.2026
Monitorowanie i ocena jakości obsługi klienta na podstawie kluczowych wskaźników efektywności (KPI), takich jak Quality Score i CSAT, zgodnie z obowiązującymi standardami i procedurami.
Prezentowanie wyników projektu klientowi oraz omawianie kluczowych wskaźników jakościowych.
Identyfikowanie obszarów wymagających poprawy, rekomendowanie działań naprawczych oraz opracowywanie materiałów szkoleniowych wspierających rozwój kompetencji agentów.
Prowadzenie sesji coachingowych oraz udzielanie agentom konstruktywnej informacji zwrotnej w celu poprawy wyników jakościowych.
Junior-Senior Customer Support Specialist
Teleperformance Polska
Poznań
10.2019 - 03.2023
Obsługa klientów sklepu internetowego z krajów niemieckojęzycznych za pośrednictwem czatu i poczty elektronicznej.
Udzielanie informacji dotyczących zamówień, dostaw, zwrotów i reklamacji. Rozwiązywanie zgłoszeń, weryfikacja statusów zamówień oraz dbanie o wysoką jakość obsługi i satysfakcję klienta.
Subject Matter Expert
Teleperformance Polska
Poznań
11.2021 - 01.2022
Wdrażanie nowo zatrudnionych pracowników w obowiązujące procesy i standardy firmy.
Zarządzanie zespołem, monitorowanie wyników ich pracy, kontrola jakości realizowanych zadań oraz bieżące wsparcie agentów.
Wykształcenie
Neofilologia
Uniwersytet im. Adama Mickiewicza
Poznań
09.2016 - 06.2020
Profil matematyczny
I Liceum Ogólnokształcące im. Henryka Sienkiewicza
Świebodzin
09.2013 - 06.2016
Języki obce
Polski
Język ojczysty
Niemiecki
Zaawansowany
C1
Angielski
Wyższy średnio zaawansowany
B2
Hiszpański
Początkujący
A1
Oś czasu
Junior-Senior Training and Quality Specialist
Teleperformance Polska
04.2023 - 10.2026
Subject Matter Expert
Teleperformance Polska
11.2021 - 01.2022
Junior-Senior Customer Support Specialist
Teleperformance Polska
10.2019 - 03.2023
Neofilologia
Uniwersytet im. Adama Mickiewicza
09.2016 - 06.2020
Profil matematyczny
I Liceum Ogólnokształcące im. Henryka Sienkiewicza
<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> z firmy 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> z firmy Defense Contracting Activity, LLC
Senior Program Specialist- Training & Training Quality z firmy TNS India FoundationSenior Program Specialist- Training & Training Quality z firmy TNS India Foundation
Operational Area Quality Systems Senior Specialist, and Senior Training Coordinator z firmy Vertex PharmaceuticalsOperational Area Quality Systems Senior Specialist, and Senior Training Coordinator z firmy Vertex Pharmaceuticals