Paulina Gutkowska

Role Scope: Function Head responsible for Inbound/Outbound Call Management, Order‑to‑Invoice, Pricing and Customer Master Data processes across 11 European markets. Leads 3 x diverse, multi‑market, multi‑process teams through a structured leadership layer, with 4 x People Managers in direct reporting line. Member of the AGS Poland Leadership Team and CO Europe Leadership Team, shaping regional strategy, service performance governance, and large‑scale transformation initiatives

• Played a pivotal role in transforming the European Customer Service model by leading operational transitions through 2022 and 2023, centralizing operations across 11 x markets under Warsaw Team, growing FTE volume from 22 to 60
• Led regional deployment of the global Q2C transformation program (2025-2026), embedding redesigned processes, governance, and operating standards across all teams under AGS Customer Operations Function
• Delivered major uplift in standardization and digitization, improving transparency, controls, and cross-functional collaboration.
• Supported SMEs and Market Deployment Lead with coaching, issue resolution, governance structure, and progress reporting—ensuring sustainability and full operational adoption.
• Acting as a strategic partner and point of contact for senior stakeholders across Europe and globally, negotiating and aligning on key topics to ensure operational success
• Responsible for function budget planning, control and execution.

STRATEGIC ACHIEVEMENTS – 2025

Continuous Improvement & Service Maturity

• Delivered 15 CI improvements (#2 in AGS Warsaw) with 700+ hours annually saved.
• Enabled capability building: 5 Yellow Belts, 1 Green Belt certified, new CI Ambassador and SAP Super User appointments

Stakeholder Engagement & Governance

• Strong partnership with Pricing and Customer Master GPOs influencing Q2C governance and global design.
• Drove major cross-functional initiatives including >9,000 professional account corrections, establishing governance routines and action plans.
• Co-designed solutions for France Ophthalmology—aligning Business, Commex, IT, CDA, GPO stakeholders.

Team Development & Organizational Strength

• Established 2 x RPO roles by cooperating with GPO on responsibility definition and developing selected team members,
• Delivered development training for all teams (career planning, capability growth, internal mobility).
• Achieved lowest VTO levels in AGS: Rolling 8.9%, Calendar 5.3%.

Knowledge & Capability Frameworks

• Built a Skill Matrix and Service Catalogue with direct reports to increase transparency and development planning.
• Launched VoC survey achieving 100% eSAT (SX) and 96.2% (VC).
• Increased VC e-orders from 76% → 80.7%, achieved 75% touchless processes.
• Provided leadership support for Q2C PL governance and SME engagement.

Culture, DE&I and Leadership Visibility

• Panelist during International Women’s Day, member of Women Innovative Now ERG Group.
• Co-created the Visionary Women Leadership Program with AGS Training Manager.

• Successfully grew and managed the Regional Complaint Intake Team through effective hiring, onboarding, and retention strategies. Achieved outstanding results in Employee Satisfaction Surveys, consistently delivering the highest scores among all functions across AGS Global Centers
• Played a key role in developing and executing transformative strategies for the EMEA complaint handling process. Partnered with affiliates and distributor markets to enhance support for internal and external customers, driving improvements in the management of product complaints
• Led the end-to-end transformation of quality technical complaint and adverse event processes, including intake, follow-up, triage, communication of investigation outcomes, and responding to medical product inquiries
• Oversaw vigilance operational processes to ensure adherence to deadlines for Health Authority submissions. Maintained strict compliance with global and local procedures, safeguarding regulatory integrity
• Managed high-risk escalations with significant financial and reputational stakes by leading cross-functional investigative teams. Collaborated with internal stakeholders and engaged directly with Key Accounts to resolve complex and sensitive issues effectively.

• Responsible for Order-to-Cash operations in Poland & Baltic countries for 3 x different distribution channels
• Focused on building business competencies within the team, fostering a customer-focused attitude, and ensuring succession planning to maintain continuity and expertise
• Led and coordinated the implementation of new processes and system improvements to elevate customer service levels and enhance the customer experience. Key projects examples:
• Launching the MyLighting e-order platform to streamline ordering
• Rolling out e-invoice implementation for improved billing efficiency
• Participating in the project team for the Vistex price management system implementation
• Implementing a logistics menu card for CEE market wholesalers, generating additional income for the company
• Proactively contribute to strategy planning, collaborating closely with Sales Teams on key objectives to ensure operational excellence and provide expected service level for the customers
• Being part of strategic team responsible for NPS (Net Promotor Score) Survey Results – collaborating with all relevant functions on customer satisfaction results by defining required improvements and optimizations to processes

• Handling customers' orders from different market ends (Consumer, Trade and Professional) via close cooperation with various departments within the company (Sales, Pricing, Marketing, Planning, Factories, Warehouse, Transportation)
• Establishing strong relationships with both internal and external partners to create a solid report ensuring the smooth flow of transactions and sales orders
• Minimizing back orders/aging
• Managing logistics and admin complaints within SAP (registration, execution)
• Shaping customer order behavior to drive productivity
• Providing on time communications to the customers on relevant matters
• Leading DRM PDCA and execute corrective actions
• Creating and managing sales orders in SAP
• Monitoring of the order fulfillment process.

• Generating sustainable sales across whole product portfolio (direct meetings, phone calls, emails)
• Building customer base (B2C) by permanent acquisition of new accounts and keeping long-term, business relationships
• Creating sales and marketing strategy (sales offers, promotions, pricing policy, product mix)
• Providing products presentation and training for customers
• Research on customer needs and expectations to keep the highest satisfaction level.

• Building high level, partner relations with customers (B2C) through:
• - Active sales via telephone
• - Creating and estimating sales offers
• - Creating orders, invoices, credit notes, accounting payments, controlling the customer debts, processing the complaints
• - Co-working with territory sales team, marketing department, international logistics and production departments in order to optimize the customer service process
• - Being organizer of educational workshops for healthcare professionals in collaboration with Key Opinion Leaders
• - Representing the company at trade fairs.

• Supporting the sales process for customers (B2B) in assigned areas including:
• - Phone and email contact with customers, creating and managing OTI documents in SAP system
• - Active participation in sales promotions – coordinating actions between customer – marketing department – sales department
• - Supporting company's key projects – planning and control of supplies, contact with transport companies, ensuring products availability.

• Execution of orders through the creation and distribution of business documents in SAP system
• Answering customer phone calls using technology and the principles of the Contact Center system
• Co-operating with teams of technical experts, sales representatives, departments of production, logistics and accounting
• Supporting the quality management system.