Urszula Łuczak
Warsaw
Summary
Results-driven Customer Care & Business Operations Leader with 8+ years of experience in the medical devices and healthcare industry. Proven ability to lead cross-functional teams, optimize business processes, and drive continuous improvement. Skilled in team management, stakeholder collaboration, performance monitoring, and process standardization. Passionate about fostering team development while ensuring operational excellence. Highly adaptable to change, a quick learner, and flexible in dynamic environments. Fluent in English and proficient in German.
Overview
11
11
years of professional experience
Work History
Customer Care Operations Supervisor
Medtronic Poland Sp. Z O. O.
05.2022 - Current
- Lead and manage the Dispute Team for France (11 employees), ensuring high service levels and operational efficiency.
- Oversee workload distribution, monitor KPIs, and implement corrective actions to drive performance.
- Conduct Root Cause Analysis (RCA) to proactively reduce dispute volume and improve resolution processes.
- Provide coaching, career development guidance, and performance feedback through one-on-one check-ins.
- Drive process improvements, automation initiatives, and collaboration across departments.
- Present team performance updates to regional directors, offering data-driven insights and recommendations.
Regional Process Coordinator
Medtronic Poland Sp. Z O. O.
04.2020 - 04.2022
- Led compliance, optimization, and standardization of Cycle Count and Field Inventory Control processes.
- Managed Quality Management System (QMS) documentation and change management processes.
- Implemented vendor performance monitoring and initiated corrective actions to improve service quality.
- Led process automation initiatives, improving efficiency in inventory control and business operations.
Customer Care Supervisor
Medtronic Poland Sp. Z. O. O.
11.2019 - 03.2020
- Managed a team of 15 employees during the BPO transition phase, ensuring seamless operations.
- Oversaw KPI monitoring, knowledge transfer, and transition planning while maintaining service quality.
- Conducted training sessions and managed the layoff process with professionalism and empathy.
Cycle Count & Inventory Team Coordinator
Medtronic Poland Sp. Z O. O.
07.2019 - 10.2019
- Coordinated a team of inventory analysts, ensuring efficient task distribution and workload monitoring.
- Provided training, performance reports, and analytical support to managers and sales representatives.
Cycle Count Resolution & Inventory Specialist
Medtronic Poland Sp. Z O. O.
12.2016 - 06.2019
- Oversaw consignment inventory control and cycle count resolution within SAP.
- Identified and resolved inventory discrepancies, ensuring accurate stock management.
- Collaborated with Sales and Front Office teams to streamline reconciliation processes.
Customer Service Representative
Ashland Poland Sp. Z O. O.
01.2014 - 11.2016
- Managed a fixed portfolio of customers, ensuring order processing, inventory management, and issue resolution.
- Coordinated with warehouses, plants, and forwarders to facilitate timely shipments.
- Provided customer support, complaint handling, and return management.
- Created and maintained customer records, assisting sales representatives with reports and insights.
Education
Master of Science - Germanic Languages, Literatures, And Linguistics
University of Warsaw
04-2013
Bachelor of Science - Germanic Languages, Literatures, And Linguistics
University of Warsaw
06-2010
Skills
- Leadership & Team Management (People Development, Coaching, Motivation)
- Business Process Optimization (Lean Methodologies, RCA, Standardization)
- Customer Service & Dispute Resolution (Operational Excellence, KPI Management)
- Stakeholder Engagement (Cross-Functional Collaboration, Vendor Management)
- Process Automation & Digital Transformation
- Data Analysis & Reporting (SAP, Microsoft Power BI)
- Regulatory & Compliance Management
- Adaptability, Quick Learning & Flexibility
- Languages: Fluent in English, Advanced German
Languages
English
Full Professional
German
Professional Working
Polish
Native or Bilingual
Timeline
Customer Care Operations Supervisor
Medtronic Poland Sp. Z O. O.
05.2022 - Current
Regional Process Coordinator
Medtronic Poland Sp. Z O. O.
04.2020 - 04.2022
Customer Care Supervisor
Medtronic Poland Sp. Z. O. O.
11.2019 - 03.2020
Cycle Count & Inventory Team Coordinator
Medtronic Poland Sp. Z O. O.
07.2019 - 10.2019
Cycle Count Resolution & Inventory Specialist
Medtronic Poland Sp. Z O. O.
12.2016 - 06.2019
Customer Service Representative
Ashland Poland Sp. Z O. O.
01.2014 - 11.2016
Master of Science - Germanic Languages, Literatures, And Linguistics
University of Warsaw
Bachelor of Science - Germanic Languages, Literatures, And Linguistics
University of Warsaw
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