Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
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Paulina Maryniak

Paulina Maryniak

Kraków

Summary

Dynamic operations leader with a proven track record at Accenture, driving performance optimization and client satisfaction. Expert in project management and mentoring, I successfully led teams to achieve 100% SLAs while implementing innovative solutions. Committed to excellence, I foster collaboration and strategic planning to enhance operational efficiency.

Overview

7
7
years of professional experience

Work History

Operations Tower Lead

Accenture Poland
Kraków
07.2024 - Current
  • Worked successfully with a diverse group of coworkers across four locations to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conducted regular performance check-ins and career development planning within a group of 7 team leaders.
  • Monitored the progress of each project to ensure the timely delivery of deliverables in accordance with 99% quality standards.

Operations Team Lead

Accenture Poland
Kraków
03.2023 - 07.2024
  • Developed strategies to increase productivity for team of 51 content reviewers and improve customer service levels.
  • Developed and implemented a scorecard reflecting Precision and Recall results based on agent-specific quality criteria for a 16-agent team.
  • Drove performance improvements through an action plan that ensured 100% utilization for a 7-agent team.
  • Resolved escalated customer complaints or queries promptly and efficiently.

Operations Team Lead

Accenture Ireland
Dublin
11.2021 - 03.2023
  • Achieved 100% of SLAs month-over-month throughout fiscal year by leading team effectively.
  • Developed 11 micro-succession plans, mentoring individuals and enabling two promotions.
  • Recommended global process improvements as Business Transformation Focal to enhance operational efficiency.
  • Spearheaded implementation of an Innovation Framework initiative to drive process innovation.

Service Delivery Ops Analyst

Accenture Ireland
Dublin
03.2021 - 11.2021
  • Team Leadership: Covered responsibilities of managing a 38-person team during a 4-week unplanned absence of the Team Lead, maintaining all weekly SLAs, and client satisfaction.
  • Problem Solving & Escalation: Escalates complex issues as appropriate, and initiates action plans for resolution.
  • Client Relationship Management: Holds regular meetings with client POCs to identify further improvement opportunities.
  • Reporting and Documentation: Maintains records, prepares filings, and reports information and metrics.

Service Delivery Ops Associate

Accenture Ireland
Dublin
06.2020 - 03.2021
  • Client and Performance Understanding: Develops and maintains an understanding of client Service Level Agreements, and departmental key performance requirements.
  • Training Delivery: Delivers on-the-job and classroom policy training as a Subject Matter Expert for groups of up to 30 agents.
  • Knowledge Transfer: Facilitates knowledge transfer, including new workflows and/or policy changes, to ensure seamless transitions.
  • Process Improvement and Standardization: Supports policy standardization by updating reference materials, and leads the implementation of new workflows.

Service Delivery New Associate

Accenture Ireland
Dublin
03.2019 - 06.2020
  • Investigative Skills: Developed investigative skills for identifying sources of verification in various cultural contexts.
  • Queue Management: Managed high-volume ticket queues consistently and efficiently.
  • Cross-Functional Collaboration: Communicated and collaborated cross-functionally with the client to troubleshoot quickly and drive resolution.
  • Team Support & Innovation: Assisted the Team Lead and Subject Matter Expert in providing innovative solutions to improve team efficiency.

Education

Postgraduate Diploma - Data Science in data

National College of Ireland
Dublin
01.2021

Bachelor - Financial and Actuarial

Adam Mickiewicz University
Poznań
01.2017

Skills

  • Project management
  • Service delivery
  • Client relationship management
  • Effective communication
  • Business transformation
  • Mentoring and guidance
  • Innovation leadership
  • Performance optimization
  • Data analysis
  • Strategic planning
  • Active listening
  • Adaptability and flexibility
  • Critical thinking
  • Commitment to excellence
  • Leadership skills
  • Team collaboration

Languages

Polish
First Language
English
Proficient (C2)
C2

Timeline

Operations Tower Lead

Accenture Poland
07.2024 - Current

Operations Team Lead

Accenture Poland
03.2023 - 07.2024

Operations Team Lead

Accenture Ireland
11.2021 - 03.2023

Service Delivery Ops Analyst

Accenture Ireland
03.2021 - 11.2021

Service Delivery Ops Associate

Accenture Ireland
06.2020 - 03.2021

Service Delivery New Associate

Accenture Ireland
03.2019 - 06.2020

Postgraduate Diploma - Data Science in data

National College of Ireland

Bachelor - Financial and Actuarial

Adam Mickiewicz University
Paulina Maryniak