Olga Wróblewska

Customer Care Process Manager at zooplus
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Contact Information
us****@****om
(386) 825-5501
Location
Cracow, Małopolskie, Poland, PL
Languages
  • English Full professional proficiency
  • Polish Native or bilingual proficiency
  • German Professional working proficiency

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5.0

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LinkedIn User

Olga is a hardworking, focused, and dedicated project manager with a great sense of ownership. There was literally no task Olga would be afraid to pick up. She has an extensive knowledge of customer experience and operations, as well as project management methodology and tools. Olga leverages her expertise, skills, and experience to deliver significant results, improve existing solutions, make projects deliver more value at lesser effort, and share knowledge with others. She proved to be a true team player at a global scale as she kept building relationships with peers not only in her own team, but in any other area of the business. This made her able to find answers easily and connect people when they needed help, yet didn’t know where to find it. On a personal level, I witnessed Olga being a very good mentor when I joined Global Operations PMO at Groupon. She proactively offered to help me kick off my first cross-functional project. She was continuously checking in on me to see how I was doing and if I required any help. I appreciated Olga for her availability, professional assessment, and positive vibes a lot. I’m confident that, whoever is the lucky one to get Olga on their team, both parties will find themselves in a win-win situation.

Marlena S.

Olga is absolutely wonderful to work with. She has exceptional expertise in project management, leadership, motivation and coaching. She constantly demonstrates solid work ethic and ingenuity. Her hands on approach to any projects or tasks has always amazed me and many have taken an example from Olga. She's an amazing person to work with that brings a very positive attitude and professionalism to work. :-)

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Credentials

  • Advanced Agile: The Team's Mindset
    LinkedIn
    Jul, 2023
    - Nov, 2024
  • Agile Product Owner Role: Foundations
    LinkedIn
    Jul, 2023
    - Nov, 2024
  • Process Flowcharts and Process Mapping - Advanced Course
    Udemy
    Jun, 2023
    - Nov, 2024
  • Smartsheet Product Certified User
    Smartsheet
    Jan, 2021
    - Nov, 2024
  • Six Sigma Yellow Belt
    COPC Inc.
    Sep, 2020
    - Nov, 2024
  • COPC Certified Professional Manager
    COPC Inc.

Experience

    • Germany
    • Retail
    • 700 & Above Employee
    • Customer Care Process Manager
      • Dec 2021 - Present

      - Partnering with various business stakeholders to create Customer Care-specific journey points. - Implementing new tools/features with impact on Customer Care, defining process changes, adapting new processes within existing decision trees and frameworks. - working on customer experience improvement initiatives (chatbot, Voice of Customer, self-service). - Managing Incidents with impact on customers and Customer Care. - Partnering with Legal representatives on Recall Process and other product compliance related initiatves. - Auditing vendors/service partners on-site. Show less

    • United States
    • Technology, Information and Internet
    • 700 & Above Employee
    • Project Portfolio Manager
      • Mar 2020 - Dec 2021

    • Customer Service Team Manager (US market)
      • Sep 2017 - Mar 2020

      - Managing the team of 120+ CSR and 10 Team Leads based in Poland (Katowice) and United States (Chicago); - Strong organization and communication skills, both written and verbal; - Delegating tasks and setting deadlines ;- Project management including transition of new processes, scopes, activities into/or between SSCs; - Managing complex projects and driving results across large matrixed teams under tight deadlines;- Partnering main stakeholders in making optimal operational decisions; Show less

    • Customer Service&Merchant Service Team Lead
      • Feb 2017 - Sep 2017

    • Customer Service Team Lead
      • Oct 2015 - Feb 2017

    • Customer Service Representative
      • Nov 2014 - Oct 2015

Education

  • University of Warsaw

Community

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