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
Dublin01.2021
Bachelor - Financial and Actuarial
Adam Mickiewicz University
Poznań01.2017
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