Elzbieta Petryka Email & Phone Number

Warsaw

Experience leading large-scale organizational change initiatives with proven implementation & sustained success (e.g. Implementation of Zendesk, Salesforce B2B Commerce, Genesis Cloud, integration of support processes, tools and teams).- Project planning and follow-up.- Scope and change management.- Risk and issues management.- Project reporting.- Managing the project team.- Stakeholder management.

Warsaw, Masovian District, Poland

Managing a transition of phone-based support to digital support organization- Management of 3 technical support teams- Development of digital services portfolio

• Responsible for providing professional expertise regarding all aspects of quality and quality processes (e.g. Project Management or Customer Support processes)o Setting and monitoring service quality goals (KPIs),o Initiating necessary quality improvement projects based on performance analyseso Managing Lean Six Sigma projects (Black Belt level).o Mentoring Lean Six Sigma projects and Kaizen events o Customer feedback management• Quality process supervision and… Show more • Responsible for providing professional expertise regarding all aspects of quality and quality processes (e.g. Project Management or Customer Support processes)o Setting and monitoring service quality goals (KPIs),o Initiating necessary quality improvement projects based on performance analyseso Managing Lean Six Sigma projects (Black Belt level).o Mentoring Lean Six Sigma projects and Kaizen events o Customer feedback management• Quality process supervision and directing implementation of process changes for quality assurance.• Reporting of quantitative and qualitative data. • Evangelizing a culture of quality improvement.• Champion for employee driven suggestions for quality improvement projects.• Responsible for development and maintenance of ISO 9001:2015 system Show less

Drive support center performance improvements to meet Client requirements and quality of service targets• Responsible for all operational aspects of service delivery.• Management of Support Center performance by defining, implementing, reviewing and changing processes, objectives, measures, and interfaces to Microsoft • Communicating with Microsoft’s to understand expectations and requirements, definition of objectives, metrics and service level agreements. Creating reports from… Show more Drive support center performance improvements to meet Client requirements and quality of service targets• Responsible for all operational aspects of service delivery.• Management of Support Center performance by defining, implementing, reviewing and changing processes, objectives, measures, and interfaces to Microsoft • Communicating with Microsoft’s to understand expectations and requirements, definition of objectives, metrics and service level agreements. Creating reports from reviews of results, and communicating the outcome of reviews to MS Service Delivery Lead, through regular communication sessions • Deployment of quality awareness and process improvements within the organization• Responsible for Customer Operations Performance Center (COPC) internal audits • ISO (9001) certification of Support Center Show less

Led creation and development of “Protect Your PC” team (12 Agents), in Microsoft Customer Support Centreo Developed necessary processes, then selected and hired people.o Led the team in the start up phase and through its growth towards very good results: within first six months of team’s initiation we have achieved excellent scores - objectively measured by a third party testing of our customers’ satisfaction.o Team responsibilities: Installation, Configuration and Upgrading… Show more Led creation and development of “Protect Your PC” team (12 Agents), in Microsoft Customer Support Centreo Developed necessary processes, then selected and hired people.o Led the team in the start up phase and through its growth towards very good results: within first six months of team’s initiation we have achieved excellent scores - objectively measured by a third party testing of our customers’ satisfaction.o Team responsibilities: Installation, Configuration and Upgrading Anti-Virus Software. Detection of virus, worm or deceptive software such as spyware or unauthorized adware. Downloading, understanding, and installation of security updates including security patches and bulletins. Configuration of Internet Security Settings and Firewall Configuration of Automatic Updates In addition:o Organizing, managing and training a technical screening team (11 Agents) that has a responsibility to provide an initial screening of incoming requests and to qualify them for appropriate treatment by technical support. o Managing an account development team (9 Agents) that has a function of preparing and profiling potential sales targets (companies) and handing them to the Sales Organization for deal closing. Since December of 2004 I have been volunteering as an online expert on Microsoft/Windows Operating Systems Forum hosted by IDG.pl (examples: http://forum.idg.pl/index.php?showuser=35614). From August of 2005 till March of 2006 I was preparing and delivering monthly Microsoft TechNet webcasts on security bulletins (example: http://www.wss.pl/MOMSMS/NewsList/11,6439.aspx# ). Show less

• Providing technical support to users of Microsoft productso Configuration of troubleshooting of Desktop OS, MS Office, MS Developer tools, network connectivity, games. • Achievements: o Acquired deep knowledge of complex MS products, as confirmed by professional certificates secured during that period.o Recognition of my efforts gave me the opportunity to create a new important team with the focus on security (see above).

• Technical Support Specialist - for HP imaging and printing equipment.• Business Line Specialist - configurations and sales proposals for Top 200 customers of HP (servers, mass storage, CRMs).

• Representing the company at telecom trade shows and other venues sponsored by TPSA • Presentation (technical marketing) of new telecom services – ISDN, Internet.• Operating and support of internet access points for targeted customers