Agnieszka Sobień-Lewandowska Email & Phone Number

Prague, Czechia

Prague, Czech Republic

Main responsibilities:• Client Advisory on an Operational, Tactical, Strategic and Executive Level• Mentoring of employees: Helping new comers and colleagues in challenging tasks• Performance measurements: Financial and performance reporting: Contract deliveries, budget and financial reportsMain achievements: - Ensured smooth transition of employees into the customer team and provided successful on-boarding to the customer’s satisfaction- Significantly improved financial results thanks to meticulous investigations and cross department collaboration

Prague, The Capital, Czech Republic

Main responsibilities: • Employee management: Functional management of the team 30 employees• Stakeholder management: Continuous dialog with internal and external stakeholders• Project management: Driving continuous improvement initiatives• End-to-end accountability of the contractual deliverables• Innovation projects: Increase process automation by applying digital solutions e.g. implementation of ticket routing system• Reporting and data analyticsMain achievements: - Optimized team structure based on customer requirements and efficiency target reflected in very positive customer feedback, e.g. 5.0 (scale 1-5)- Improved customer relationship by implementing structured CRM approach (set account governance, customer satisfaction surveys, established clear communication escalation paths) resulting in improved customer satisfaction- resulted in the highest survey scores - Successful realisation of ‘’go-to-green’’ project avoiding contract breach and termination- Developed customer reporting system on different SLAs which is utilised by the customer as a reliable data source (Customer Monthly Report)- Awarded Top Performer for year 2019

Prague, The Capital, Czech Republic

Main responsibilities:• International collaboration: Operational responsibility of the delivery to the one of the biggest customers• Leadership: Talent acquisition and hiring for key position in the area of responsibility• Stakeholder management: handling customer escalationsMain achievements: - Successfully built a global account team that has been delivering world class service to the customer- All customer escalations handled by me have been settled in a calm and professional way

Prague, The Capital, Czech Republic

Main responsibilities:• Ensuring extensive root cause investigations of the high and critical incidents, based on the high quality of information• Running problem investigations based on the recurring incidents• Problem reporting: providing timely root cause analysis reports to the customerMain achievements: - Always provided thorough root cause investigations and analysis that resulted in high customer satisfaction

Prague, The Capital, Czech Republic

Main responsibilities:• IT process know-how: Driving the Incident Management process across all the service lines; Acting as focal point and sending out progress information to stakeholders when required• Employee management: Supervising Incident handling process for 1st and 2nd line technicians in order to meet customer’s KPIs and SLAs; Ensuring progress and resource allocation from other teams including management escalation• Innovation projects: Identifying areas for improvement in the Incident process, implementing improvements• Stakeholder management: Driving Taskforces for prolonged troubleshooting in cooperation with another vendors and customers• Performing trend analysis on Incidents/Service Requests• Updating internal and external documentation, e.g. operation handbook• Performance measurements: Delivering evidence for KPI and process compliance, participating in audits• Understanding Service Targets and maintain ITSM tool so that it is reflecting the contracts• Participation in auditsMain achievements: - Continued good cross-team collaboration with various stakeholders by conducting improvement projects that led to better understanding of the specifics of the incident management process by technicians- By ensuring fulfilling customer’s KPIs and SLAs I have been securing customer’s satisfaction- Successful passed all the internal and external audits I have attended

Prague, The Capital, Czech Republic

Main responsibilities:• Employee management: Overviewing adherence and daily shifts to avoid gaps and reassigning resources during the day to optimize daily operations• IT processes know-how: Ensuring that employees follow adherence and follow up on their tasks during Major Incidents or High priority tickets; providing support and mentoring, activating voice response • Investigating correct resolver group if Service Desk does not have the information• Performance measurements: Reviewing user satisfaction survey scores and providing analysis for possible improvements• Leading team meetings • Stakeholder management: Responding to ad hoc question and requests from the supporters and other involved parties; including providing reports/ investigations of problematic tickets • Leadership: Talent acquisition for the team• Project management: Taking part in cross-division projectsMain achievements: - Always ensured full usage of the resources to secure highest possible KPI and SLA results - Continued successful cooperation between Service Desk and User Administration, and extend it to other teams by leading small improvement projects - Acted as a trusted advisor for colleagues; always ensured that problematic cases are escalated correctly, and procedures followed

Prague, The Capital, Czech Republic

Main responsibilities:• International collaboration: Close cooperation within global integrated team • Performance measurements: Securing fulfillment of KPIs and SLAs • Contributing to Self Service by publishing articles that can be used by all IT users • Keeping the description of customer specific processes up to date• Handling complaints in internal Quality Application/QIMSMain achievements: - Improved collaboration between User Administration and Service Desk by organizing knowledge sharing meetings and contributing to knowledge management database- Always working on enhancing processes and updating documentation that ensured all accesses were given according to agreed customer and regulatory rules

Prague, The Capital, Czech Republic

Main responsibilities:• Successfully handling incoming calls, chats, e-mails and tickets with various IT related issues

Slovak Republic

Main responsibilities:• Stakeholder management: Supporting IBM's customers, sales force and business partners from initial sales support through contract signing, delivery, invoice and revenue collection • IT know-how: Preparation and management of HW, SW and services contracts, the management of the end to end order process for IBM's business partners and customers, as well as reporting and invoicing activities

Aarhus

Main responsibilities:• interpreting (Danish/Polish) in various state institutions, such us town halls, schools, hospitals

Aarhus

Main responsibilities:• interpreting (Danish/Polish) in various state institutions, such us town halls, schools, hospitals

Aarhus

Main responsibilities:• project management: conducting interviews, data collection and analysis• translation of the project descriptions and gathering of needed information

Master Of Arts (Ma), European Studies

• project organisation and management • research design

Summer School, Translation Technologies

Activities and Societies: University of Rijeka, University of Ljubljana• Extended my knowledge of translation IT tools, CAT Tools e.g. MemoQ

Bachelor-Erasmus Exchange, Danish Language And Literature/Dansk Sprog Og Litteratur

• Danish language and literature • English as a foreign language

Education record

• project management: I have created and managed my own creative project; photography exhibition

Bachelor Of Arts (Ba), Danish Philology

• Danish and English as a foreign language