Karolina Pokrasen-Stolarska
Summary
Highly motivated Service Manager with 9 years of IT experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Tower Service Manager
Atos
10.2021 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
OSS Delivery Head
ATOS
02.2017 - 09.2021
- Coordinating workflow assigned to onsite support vendors.
- Coordinated efficient routes and schedules for multiple-driver team.
- Prepared and reported project metrics needed for various risk groups.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Managed resources effectively to avoid unnecessary delivery delays.
- Contacted suppliers and vendors about issues with deliveries or products.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
Quality Analyst
ATOS
01.2016 - 01.2017
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Defined and implemented quality initiatives to reduce risk.
- Developed and maintained quality assurance procedure documentation.
1st Line Support Engineer
ATOS
10.2014 - 12.2015
- Identified problems and specific resolutions to fix defective, damaged or malfunctioning parts, assemblies, equipment and systems.
- Selected manufacturing methods, fabrication and operations to develop and coordinate users availability.
- Registering and classifying received incidents and undertaking an immediate effort in order to restore a failed IT service.
- interacting with users via telephone and e-mail.
- Providing technical support and problem solving abilities.
- Maintaining good relationships with customers.
Education
Master in Scandinavian Languages - Swedish Language And Literature
Uniwersytet Gdański
Gdańsk, Poland07.2014
Bachelor of Dental Laboratory Technology - Dental Laboratory Technology
Gdański Uniwersytet Medyczny
Gdańsk, Poland07.2012
Skills
- Critical Thinking
- Risk / FAT's Management
- Quality Control
- Task Delegation
- Coaching and Mentorship
- Fast learner
- KPI & SLA Monitoring
- Reliable and Responsible
- Honest and Trustworthy
- Multitasking and Organization
- Continuous Improvements
Certification
ITIL Foundation
ITIL CSI
PRINCE 2 Agile
MOS Excell2013
MOS Outlook 2013
Languages
Polish
Native language
English
Advanced
C1
Swedish
Advanced
C1
Russian
Intermediate
B1
Timeline
Tower Service Manager
Atos
10.2021 - Current
OSS Delivery Head
ATOS
02.2017 - 09.2021
Quality Analyst
ATOS
01.2016 - 01.2017
1st Line Support Engineer
ATOS
10.2014 - 12.2015
Master in Scandinavian Languages - Swedish Language And Literature
Uniwersytet Gdański
Bachelor of Dental Laboratory Technology - Dental Laboratory Technology
Gdański Uniwersytet Medyczny