Experience

• 

  Santander Bank Polska

  • Poland
  • Banking
  • 700 & Above Employee

  • Project Manager | Support and Progress Manager

    • Jul 2019 - Nov 2022

    - Managed project teams of 13-30 individuals across three cities in Poland, each with varying competencies.- Training Competence: Spearheaded training and development programs for new department employees, organized coaching teams, and introduced innovative training solutions. Collaborated with other bank departments. - HR Support: Worked closely with the Employer Branding Team on recruitment projects, initiated employee engagement programs, and actively collaborated with HR and recruitment teams. Oversaw outsourcing projects, including negotiations, cooperation with outsourcing companies, and rule creation and settlement verification. - Communication Competence: Formulated communication strategies, conducted regular communication audits, and ensured high-quality communication projects. Organized department-wide events and manager meetings, including sales and quality competitions. - Knowledge Competence: Managed the department's knowledge base, maintained substantive records on the Intranet, facilitated quick information retrieval for customer care, created bot strategies, and developed the knowledge base for the bot used by clients and employees. Introduced the personality of "Santi."

  • Customer Care Team Leader

    • Mar 2017 - Jul 2019

    - Managed teams responsible for customer relationship support and maintenance.- Oversaw task distribution, motivated employees for above-average results, provided training, fostered a positive team atmosphere, and verified performance quality. - Managed service in telephone, audio, video, and chat channels, including foreign language hotlines (English, Spanish, and Ukrainian). Introduced the Ukrainian-speaking service at Santander Bank Polska.

• 

  mFinanse S.A.

  • Poznan, Greater Poland District, Polska

  • Customer Advisor

    • Jul 2016 - Feb 2017
    • Poznan, Greater Poland District, Polska

    Sold retail banking products and services, actively acquiring and nurturing client relationships while maintaining high-quality service standards.

• 

  Getin Noble Bank S.A.

  • Poznan, Greater Poland District, Polska

  • Customer Advisor

    • Apr 2014 - Jun 2016
    • Poznan, Greater Poland District, Polska

    Sold retail banking products and services, actively acquired clients, built relationships, and served customers with the highest quality standards. Coordinated with financial intermediaries and managed project work in the absence of the branch project manager.

• 

  Jatomi Fitness Polska

  • Poznan, Greater Poland District, Polska

  • Membership Consultant

    • Aug 2013 - Apr 2014
    • Poznan, Greater Poland District, Polska

    Actively acquired clients, built relationships, and maintained the highest quality customer service standards. Sold Pure Jatomi Fitness project products.

• 

  Starbucks

  • Poznan, Greater Poland District, Polska

  • Shift Supervisor

    • Nov 2010 - Jun 2013
    • Poznan, Greater Poland District, Polska

    I managed shift work, ensured the highest quality customer service, prepared drinks, and trained new employees. Analyzed product sales, achieving sales and quality results. Built relationships with providers and equipment maintainers. Planned and managed store costs.