Monika Dulian
Summary
Dynamic leader with a stellar track record in DACH Fleet Solutions, CRT, and Chemicals Europe. Expert in steering teams through complex transitions, achieving operational excellence, and driving competitive cost management. Delivered $100k in continuous improvements and $3M in commercial value. Results-driven with exceptional business partnering, change management skills, and commercial acumen. Renowned for empowering teams, fostering agile methodologies, and building capabilities for future simplifications. Passionate about people development, coaching, DE&I, and continuous improvement.
Overview
15
15
years of professional experience
Work History
Customere Success Lead Chemicals
Shell Business Operations
10.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment (active member of Change & Engage workstream, Business Partnering workstream, active mentor for future team leaders)
- Delivered 15% Opex efficiency through CI initiatives and value 100K$
- Commerciality: 3 Mio. EUR through value adding activities (allocation chasing, payload increase)
- Demonstrated strong organizational and time management skills while managing multiple projects (leading Logistic agenda, Compliance in Chemicals, migration of Logistic roles and Commercial Analyst from NL to KRK, )
- Proven ability to learn quickly and adapt to new situations (operational disruptions, logistic issues, taking over complex HSSE & Supply tasks)
- Proved successful working within tight deadlines and a fast-paced environment delivering solid results
DACH Team Leader Shell Fleet Solutions
Shell Business Operations
06.2014 - 09.2021
- Improved team productivity by implementing streamlined processes and clear communication strategies
- Coordinated team activities for successful project completion (implementations of Reseller, OBAM pilot for DE, support structure for LNG, Sales Time Liberation AT) .
- Achieved higher team morale with regular feedback sessions and recognition (TQ in People Surveys including Employee Engagement at 81, Team Leadership at 84, and Organizational Leadership at 83)
- Increased project efficiency, ensuring deadlines were met with strategic planning
- Maintained an inclusive and diverse culture in teams up to 22 direct reports, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance and various promotions to coach or team leader positions.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.( moving customer service from Switzerland to Poland, implementation of H3 platform and data migration, proven by 8,5 Customer Satisfaction feedback)
- Designed and implemented upskilling project “Make your job interesting to you” on CO level which increased employee engagement
- Created and led informal group of 15 Super Users across teams to deliver effective ticket solutions and reduce costs for CO Fleet Solutions Teams
Process Coach DACH Shell Fleet Solutions
Shell Business Operations
06.2012 - 05.2014
- Enhanced process efficiency by identifying and implementing key procedural changes.
- Improved team performance with targeted coaching sessions and feedback.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated cross-departmental collaboration, ensuring seamless communication.
- Increased productivity by identifying bottlenecks and proposing solutions.
- Improved communication, standardizing reporting practices across teams.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed training materials for streamlining onboarding process.
Customer Service Professional
Shell Business Operations
08.2010 - 05.2012
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
Education
Master of Arts - German
University of Rzeszów
Rzeszów, Poland06-2011
Bachelor of Arts - German
State Higher School of Vocational Education
Tarnow, Poland06-2009
Skills
- Performance Management
- Customer Operations Expertise
- Commercial Acumen
- Process Improvement
- Change Management
- Business Partnering
- Strategic Thinking
- Stakeholder Engagement
- Empowering People
- Project Coordination
Languages
English
Full Professional
German
Full Professional
Timeline
Customere Success Lead Chemicals
Shell Business Operations
10.2021 - Current
DACH Team Leader Shell Fleet Solutions
Shell Business Operations
06.2014 - 09.2021
Process Coach DACH Shell Fleet Solutions
Shell Business Operations
06.2012 - 05.2014
Customer Service Professional
Shell Business Operations
08.2010 - 05.2012
Master of Arts - German
University of Rzeszów
Bachelor of Arts - German
State Higher School of Vocational Education
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