Patrycja Lech Grzesinska
Wrocław
Summary
Experienced operations and customer service leader with a strong background in managing and optimizing Order-to-Cash (OTC) processes. Proven track record in leading cross-functional teams, driving operational excellence, and implementing strategic initiatives across EMEA.
Results-driven leader with strong background in strategic management and organizational growth. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
10
10
years of professional experience
Work History
EMEA OTC Director
3M
08.2024 - Current
- Leading the EMEA OTC (Customer Service, Customer Issue Resolution Team, Credit and Collection) team to streamline processes and improve efficiency.
- Implementing best practices and ensuring compliance with global standards.
- Collaborating with cross-functional teams to drive standardization, automation and global framework for OTC processes.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Defining KPI's and SLA's for global framework
EMEA Customer Service Senior Manager
3M
05.2023 - 05.2024
- Led the 3M EMEA wide Customer Service team across the Area and GBS
- Managed customer service operations to enhance customer satisfaction.
- Developed and implemented strategies to improve service delivery.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Introduced new operating model for customer service
- Provided strong leadership to enhance team productivity and morale.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Ensure QMS in operations and sustain ISO certifications
Operations Manager - Marketing & Sales Operations
3M Global Service Center
04.2017 - 11.2018
- Managed marketing and sales operations to support business growth located in GBS model.
- Provided leadership and direction to the operations team.
- Accountable for transitions to the centralized model
- Accountable for implementing workforce management processes and tools
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Global Operations Support Team Manager
3M
09.2015 - 04.2017
- Led the global operations support team within Master Data Management stream to deliver high-quality support services.
- Managed operational processes and ensured efficiency.
- Collaborated with global teams to implement process improvements.
- Supported ERP implementation
Education
Master of Science - Chemistry
University of Wroclaw
Wroclaw09-2011
Skills
- Relationship building
- Long-term planning
- Process improvements
- Organizational development
- People management
- Decision-making
- Operations management
- Project management
- Change management
Languages
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
EMEA OTC Director
3M
08.2024 - Current
EMEA Customer Service Senior Manager
3M
05.2023 - 05.2024
Operations Manager - Marketing & Sales Operations
3M Global Service Center
04.2017 - 11.2018
Global Operations Support Team Manager
3M
09.2015 - 04.2017
Master of Science - Chemistry
University of Wroclaw
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