Renata Czekalska
Łódź
Summary
In my daily work, I focus on building a broad and mature business perspective for the tasks I perform. When executing technological projects, I concentrate on delivering value to the end recipient - the customer, for whom they should facilitate investing and growing wealth in a safe and intuitive manner.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Product Owner
MBank S.A.
07.2022 - Current
- Execution of IT projects in the area of brokerage systems.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
- Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Participation in the program for Leaders of Strategic Retail Initiatives from the perspective of BM (SILs).
- Monitoring the Brokerage budget, periodic verification of reports, and monitoring the utilization of the budget pool.
Coordinator for Group Management
MBank S.A.
09.2018 - 06.2022
- Achieving business goals in the areas of quality, efficiency, and sales.
- Managing a team servicing customers in the chat and voice channel.
- Motivating the team to achieve the best possible results, verifying conversations, and analyzing reports.
- Building engagement and accountability within the team in the agile methodology.
- Responsible for achieving efficiency goals in the Department.
- Leading the Competency Development Program for employees in Customer Engagement Department.
Financial Advisor
PHINANCE S.A
03.2017 - 03.2019
- Selling life and property insurance as well as investments for individual clients and businesses.
Sales and Customer Service Specialist
MBank S.A.
02.2018 - 08.2018
- Building long-lasting relationships with clients in the audio and video channel.
- Implementing sales plans.
- Co-creating customer service processes in an innovative remote model.
Telephone Customer Service Consultant
MBank S.A.
06.2017 - 01.2018
- Customer service in inbound calls.
- Achieving sales goals.
- Ensuring high quality customer experience.
Insurance and Investment Specialist
AVIVA
11.2014 - 01.2017
- Acquiring Customers.
- Selling life and property insurance.
- Ongoing customer service.
Customer Service Team Leader
Citi Handlowy S.A.
03.2012 - 03.2014
- Achieving sales targets.
- Managing call center processes and resources.
- Testing new programs and providing comprehensive training for the team.
- Organizing and supervising team work.
- Improving processes, providing reports on office performance and profitability.
- Recruiting employees.
- Verifying procedures, setting priorities for assigned tasks.
- Daily operational activities to ensure safe and fair working conditions for the team.
Internal Auditor ISO 9001:2008
Citi Handlowy S.A.
09.2011 - 09.2013
- Conducting internal audits in accordance with ISO 9001:2008 standards in the Operations and Debt Collection Department.
Team Leader Recovery in Debt Collection
Citi Handlowy S.A.
02.2011 - 02.2012
- Managing a team responsible for recovering debts written off as losses by the bank from customers.
- Negotiating agreements and terms of debt repayment with clients.
- Monitoring call quality through daily call monitoring and providing feedback.
- Developing, implementing, managing, and reporting key performance indicators to ensure operational processes.
- Supervising contacts with difficult clients to ensure a satisfactory resolution for both parties.
Telephone Debt Collector
Citi Handlowy S.A.
05.2007 - 01.2011
- Debt collection from clients at various stages of arrears.
- Working towards achieving team goals.
Life Insurance Agent
EFS Euro-Finanz-Service
10.2004 - 10.2007
- Providing insurance products for businesses and individual clients.
- Training and supervising new employees.
Education
Master's Degree - Business Law
Leon Kozminski Academy
Warsaw07.2024
Bachelor's Degree - Finance And Accounting
University of Lodz
Łódź11.2013
Skills
- Effectiveness in action
- Effective work organization
- Building lasting relationships
- Creative approach to
processes and implementation
improvements - Engaging the team around the
common goal
Languages
Polish
Native language
English
Advanced
C1
Spanish
Elementary
A2
Certification
PSPOII
Organizer: scrum.org
My hobbies: Obstacie Course Racing, horse riding, travelling
Privately, I am a horse riding instructor - it is my greatest life passion, and I also participate in obstacle course races (OCR), where nothing is impossible for me.
Timeline
Product Owner
MBank S.A.
07.2022 - Current
Coordinator for Group Management
MBank S.A.
09.2018 - 06.2022
Sales and Customer Service Specialist
MBank S.A.
02.2018 - 08.2018
Telephone Customer Service Consultant
MBank S.A.
06.2017 - 01.2018
Financial Advisor
PHINANCE S.A
03.2017 - 03.2019
Insurance and Investment Specialist
AVIVA
11.2014 - 01.2017
Customer Service Team Leader
Citi Handlowy S.A.
03.2012 - 03.2014
Internal Auditor ISO 9001:2008
Citi Handlowy S.A.
09.2011 - 09.2013
Team Leader Recovery in Debt Collection
Citi Handlowy S.A.
02.2011 - 02.2012
Telephone Debt Collector
Citi Handlowy S.A.
05.2007 - 01.2011
Life Insurance Agent
EFS Euro-Finanz-Service
10.2004 - 10.2007
Master's Degree - Business Law
Leon Kozminski Academy
Bachelor's Degree - Finance And Accounting
University of Lodz
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