Katarzyna Nowakowska
Krakow,Starego Dębu 64/25,
Summary
Proven leader in customer operations and project management at Shell Business Operations, adept at stakeholder engagement and driving process improvements. Excelled in enhancing customer experience and operational efficiency through strategic change management and data analysis. Skilled communicator, known for delivering results through others and exceptional self-organization.
Overview
16
16
years of professional experience
1
1
Certification
Work History
E2E Delivery Lead
Shell Business Operations
07.2022 - Current
- Supporting 6 EU markets: PL, CZ, SK, BG, HU and IT, both Fleet and CRT customers
- Collaborating with business partners and stakeholders in a respective markets and globally to implement improvements to maximize business value
- Identifying opportunities, proposing and driving solutions to improve Customer Operations process efficiency, KPIs, Customer Experience
- Working closely with business and stakeholders to plan and manage the change agenda and implementation of local projects i.e. Italian CRT CO migration from Shell Adria to SBO; homebase introduction in CO PL, Dunning Letter project
- Planning and managing the local implementation of global projects and CVPs i.e. Telematics, ePIN introduction, AX2GSAP migration,
- Leading resolution of issues, mobilizing the right E2E partners i.e. Homebase E2E process setup in Hungary; Reverse charge issue in EV area in PL
- Actively participating in Integrated Change Agenda forum
- Tracking and taking actions on the insights coming from Voice Of Customer (CSI reporting)
- Using dashboards and reporting to provide commentary, actionable commercial insights and propose Return-To-Green (RTG) actions
- Providing ad-hoc analysis of business data & teams performance
Customer Success Specialist, Fleet Solutions
Shell Business Operations
02.2022 - 06.2022
- Stabilized team performance by providing in the moment coaching, quality checks and supporting new joiners in their work with customers
- Fostered a positive work environment by promoting collaboration and open communication among team members
- Prepared new joiners for an accreditation and becoming fully operational team members
- Coordinated Standard Operational Procedures review
- Planned Customer Operations processes migration to onshore
Maternity Leave
-
07.2020 - 02.2022
Customer Operations Coach
Shell Business Operations
08.2019 - 07.2020
- Enhanced employee performance through comprehensive coaching and development programs
- Implemented quality assurance measures and performed regular quality checks to ensure high customer satisfaction level
- Transformed underperformers into good performer by designing improvement programs and coordinating targeted actions
- Identified gaps in performance and knowledge and developed appropriate learning solutions
- Prepared and coordinated new joiners onboarding, trained and mentored them
- Conducted regular process, SOPs and training materials revision to ensure higher team effectiveness and up-to-date knowledge base
- Cultivated strong relationships with clients, vendors, and partners to establish trust and enhance business opportunities
Customer Operations Specialist Deal Management
Lubricants, Shell Business Operations
10.2018 - 07.2019
- Supported Lubricants Indirect customers and Macrodistributors for Ukraine, Caucasus Region and Middle Asia countries in master data (account creation and adjustments), pricing, portfolio management, contract management and bonus payments
- Managed high volume of inquiries, effectively prioritizing tasks to meet deadlines consistently
- Built strong relationship with Sales as the primary stakeholder
- As Super User facilitated successful resolutions of complex customer queries through collaboration with multiple departments within the organization
- Significantly contributed into implementation of new pricing tool for Sales team (Aureus project)
- Improved overall operational efficiency of the team by coaching colleagues introducing new solutions
Maternity Leave
-
09.2016 - 10.2018
Customer Operations Specialist DTC, Lubricants
Shell Business Operations
04.2016 - 09.2016
- Supported B2B Lubricants customers in their end-to-end journey with Shell: from account creation until invoice issuing and payment
- Expedited order processing and fulfillment by coordinating effectively with logistics department
- Analyzed portfolio and products availability to ensure on time and in full deliveries
- Proactively identified opportunities for process improvements, leading initiatives and implementing solutions that drove notable enhancements in service delivery
- Handled new business process
Customer Account Specialist, Lubricants
Shell Business Operations
01.2014 - 04.2016
- Participated in a processes migration from onshore to Krakow (Pricing and Customer Master Data)
- Managed Lubricants customers' master data records in GSAP with high accuracy
- Cooperated with Product Lifecycle Management Team and Planning to maintain products introduction, withdrawal and availability for customers
- Managed pricing, discounts and fees (in GSAP and via DMAP application) for Lubricants and LubeAnalyst customers
- Handled customers' disputes by investigating, analyzing data, cooperating with stakeholders and making proper corrections on documents
- Calculated bonuses and rebates for direct and indirect customers
- Strong oriented on achieving invoice accuracy targets and other key KPI’s
- Contributed to project and team success by sharing knowledge and best practices, training colleagues
Key Account CSP, Fleet Solutions
Shell Business Operations
09.2013 - 12.2014
- Provided excellent customer care to Platinum Shell Card customers by promptly addressing inquiries and resolving issues, taking an extra mile in addressing their needs as well as identifying opportunities to improve customer experience
- Nurtured long-term relationships with key customers through consistent communication, empathy and attentive service
- Reduced response times for customer issues through proactive monitoring of account activity.
- Collaborated with sales teams to identify upselling opportunities and contribute to revenue growth.
- Collaborated with cross-functional teams to resolve end-to-end complex customer issues
- Improved internal processes, implemented solutions to increase team efficiency
Customer Service Professional, Fleet Solutions
Shell Business Operations
06.2010 - 09.2013
- Assisted Shell Card customers in cards management, transactions handling and Services on the Road by responding to inquiries and solving issues.
- Collaborated closely with Shell sites, third party companies and internal stakeholders
- Handled B2C sites customers complaints
- Delivered exceptional support during peak periods, effectively managing high call and email volumes without compromising service quality
- Recognized by management as top performer for consistently surpassing performance to meet metrics and goals and demonstrating a strong commitment to the organization's customer-centric values
- Additional roles: Error transactions focal point, Customer Master Data Analyst's back-up, Team Leader's back-up
Customer Service Specialist
ITI Neovision
06.2009 - 05.2010
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
Master of Arts - Cultural Studies
Jagiellonian University
Krakow, Poland10-2009
No Degree - Wholesale And Foreign Trade
University of Economics
Krakow, Poland06-2009
Master of Arts - Sociology
Jagiellonian University
Krakow, Poland06-2006
Skills
- Stakeholder engagement
- Project management
- Change management
- Data analysis
- Problem solving
- Excellent communication
- Process improvements
- Constructive feedback
- Delivering through others
- Great self-organization and time management
Certification
Continuous Improvement Practitioner Certificate, April 2024
Change Management Certificate, PROSCI, September 2023
Accomplishments
- CXE & eCommerce GM Award winner in Enable Decarbonisation category for Homebase E2E process setup and global training pack preparation, Q4 2023
- Fleet&Sectors GM Award winner in Our People, Our Differentiator category for preparing and leading Customer Experience Days '22, Q4 2022
- Shell Global Commercial Competition winner in Customer 1st category, 2012
- Managed PL/IT Fleet team during extended team leader's absence (May-August 2024). Succesfully reduced huge workload by implementing targeted solutions. Raised a morale of the team in a very difficult period, built one-team spirit. Developed good relationship with the most difficult stakeholder and with the business in general. Prepared and led Sales-CO workshop to discuss and improve mutual collaboration and WoW
Languages
Polish
Native language
English
Advanced
C1
Russian
Proficient
C2
Timeline
E2E Delivery Lead
Shell Business Operations
07.2022 - Current
Customer Success Specialist, Fleet Solutions
Shell Business Operations
02.2022 - 06.2022
Maternity Leave
-
07.2020 - 02.2022
Customer Operations Coach
Shell Business Operations
08.2019 - 07.2020
Customer Operations Specialist Deal Management
Lubricants, Shell Business Operations
10.2018 - 07.2019
Maternity Leave
-
09.2016 - 10.2018
Customer Operations Specialist DTC, Lubricants
Shell Business Operations
04.2016 - 09.2016
Customer Account Specialist, Lubricants
Shell Business Operations
01.2014 - 04.2016
Key Account CSP, Fleet Solutions
Shell Business Operations
09.2013 - 12.2014
Customer Service Professional, Fleet Solutions
Shell Business Operations
06.2010 - 09.2013
Customer Service Specialist
ITI Neovision
06.2009 - 05.2010
Continuous Improvement Practitioner Certificate, April 2024
Change Management Certificate, PROSCI, September 2023
Master of Arts - Cultural Studies
Jagiellonian University
No Degree - Wholesale And Foreign Trade
University of Economics
Master of Arts - Sociology
Jagiellonian University
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