Rafal Markowski Email & Phone Number

London & Milton Keynes

• Managed the creation and implementation of the L&D strategy aligned with cultural, leadership performance and Business strategies• Design and delivery of group induction training and onboarding experience• Supporting business change and improvement initiatives by delivering appropriate systems and procedural training in collaborations with SMEs• Conducting a full learning needs analysis across the business • Full utilization of the apprenticeship levy building a robust UK apprenticeship program across the business • Design and deployment of CMI accredited Leadership Development Programs • Supporting business with building a talent framework to ensure development & retention of high potentials/performers with an effective personal development planning using modern L&D menthodologies• Supporting the development of colleagues by providing 121 coaching • Evaluation of training delivered ROI • Coordinate companywide training initiatives (eg E-learning, compliance training) • Managing the L&D budget • Working in partnership with business Leaders to support business units through the research, design and facilitation of training, workshops, team-development sessions, and other people solutions.

London, United Kingdom

• Working in partnership with business leaders and with HR Business Partners to provide regular support and guidance to develop and deliver a strategic approach to performance improvement, engagement and change management to support the development and improvement of L&Q’s desired culture and enable successful delivery of the organisation’s objectives. • Supporting the business to identify knowledge, skills and behavioural gaps and work collaboratively with the business to develop appropriate interventions to ensure functions are equipped to deliver on objectives.• Designing/ developing/ procure appropriate blended learning solutions, including the application of digital learning and applying D&I Principles to meet corporate learning and development needs. • Managing organisational programmes and projects whilst working in close partnership with HR and other business units.• Evaluating the impact and effectiveness of learning solutions and organisational development projects against corporate targets.• Working in close partnership with business Leaders and HR Business Partners to support business units through the research, design and facilitation of in-house training, workshops, team-development sessions and other people solutions.• Coaching business leaders and managers in addressing people issues and building people capability effectively.

Wembley

• Actively driving and acting as the point of reference for competence development within the business• Defining relevant short- and mid-term learning objectives based on customer insight, operational data and knowledge management feedback to improve and develop the learning offer and to close theknowledge gaps.• Collaborating with relevant stakeholders, to identify gaps in thelearning offer, initiate actions to close those and develop common solutions.• Leading the plan, coordination, implementation and (when needed) facilitation of learning anddevelopment activities.• Recognise and respond to learning preferences and styles and support to achieve personal learningobjectives.• Support and coach other trainers in order to ensure that all pieces of training are facilitated on a qualitativelyhigh level.• Support team leaders in their performance coaching responsibility through e.g. calibration of results,onboarding programmes, and up-to-date learning material.• Securing the IKEA Culture and Values is strong and living and supported through the competenceagenda. • Designing and implementing high-quality training solutions identified in the training needs analysis• Country Superuser of E-Learning system• Design and delivery of staff on-boarding, process inductions, recruitment feedback & coaching

London, United Kingdom

Creating bespoke training programs in response to driver app developments and upgrades Product Development support of bespoke Driver and Courier applications Training Design & Implementation for both external and internal stakeholders Production of L&D Materials (Manuals, FAQs, Quick Start Guides, Training Videos, Adobe Captivate modules) Delivery of content ( face to face and virtual webinars) Learning Management System (procurement, implementation set up, administration and ongoing reporting) Feedback collection and analysis (reporting) Data analytics on learning lift and other metrics Support & organization of bespoke English Language assessments and courses in line with new TFL PCO regulations Create and implement B2B & B2C user experience rating improvement plans Responsible for driving quality control and improvement in the service metrics assigned to driver population Design and delivery of staff on-boarding, process inductions, recruitment feedback & coaching Key achievements: Solely designed and implementation of the accredited by “People1st”& “ROsPA” bespoke Diploma training to a fleet of 4400 contractors .Diploma Topics: Customers Service, Conflict Management, Customer retention & professionalism, Communication Skills, Equality & Diversity, SAFED, Driving Safety Legislations, EFAW lev2 Created a prototype/training mock-up of a mobile app Marvel for driver training Awarded a Leaders of Tomorrow Award (one of ten people across the whole org of 700 employees)

London, United Kingdom

Designing bespoke training materials and delivering workshops in alignment with the business requirements (TNA) Creation and design of training manuals , online modules (LMS) & course materials Developing booking and delivery training process for the business Delivery of training to employees using variety of instructional materials Reviewing and selection of best training materials from variety of vendors Actively supporting the business in venturing into new projects and growth including induction of the new staff and implementation of new procedures Evaluation and Monitoring of training programs to ensure effectiveness. Lesson Plans, Performance Improvement Plans & CPD Scheduling classes, monitoring costs & coordination enrolments Leading and delivering training of Salesforce across the business Administration of Salesforce Sandbox Coordination and project management of the Apprenticeship Program and liaising with external providers Key achievements: Created the first comprehensive all company training needs analysis process which led to the creation of the first ever training plan for the business

London, United Kingdom

Responsible for Managing team of 11-15 contact centre agents Designing coaching and performance improvement plans Conducting individual and team training needs analysis on a regular basis Tracking HR benchmarks for punctuality and absence levels Conducting disciplinary meetings when necessary Resource Planning and forecasting using Impact 360,Blue Pumpkin and Carval Systems Monitoring Performance by using a self-designed Management Tool on a daily/weekly/monthly basis Conducting monthly reviews/6 monthly appraisals Coaching agents once performance issues are identified Dealing with customer complaints ,escalations and queries Conducting Probationary meetings (end of the first quarter) Managing agent targets & provide daily feedback on stats Ensure agents comply to policies in staff handbook including dress code# Managing team roster and compliance Key achievements: Turned around a team of poorest performing team of agents to become the 2nd best performing team in the contact centre ( in less than 12 months) Created a new process for tracking performance progress of call agents

London, United Kingdom

• Overlooking the call centre staff • Improving and coordinating the warehouse operatives duties• Ensuring the customers receive the highest quality of professional service• Controlling/coordinating the drivers fleet using latest GPS software • Staff training /development• Fleet management• Quality assurance• Writing plans / management reports

London, United Kingdom

• Supervising and training customer service staff• Overlooking policies and procedures • Training staff with the usage of the operational IT systems like Smart Bags and World Tracer• Ensuring continuous improvement of the service provided (data collection and monitoring)• Call center duties, answering e-mails, phone calls, letters , coordinating drivers' and controllers‘ performance• Dealing with airlines requests using i.e. World Tracer• Tracing luggage (lost, mishandled, delayed)• Dealing with passengers’ requests and complaints• Arranging deliveries, collections and luggage replacements• Liaising with all stakeholders involved in order to secure the highest level of customer service• Warehouse duties (scanning, dispatching trucks),if needed• Delivering bags, collecting from terminals as and when required

Bachelor’S Degree, German Studies College

German Language Certificate