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.

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.
• Quality process supervision and… Show more
• 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.

• 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.
• 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.
• Deployment of quality awareness and process improvements within the organization

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.

• 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.

• 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