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  • Analyst, engineer, manager with ten years work experience in telecommunication, technical and logistic fields,
  • I obtained PgCert in Data Science, MEng in Computer Science (Business Informatics) and BEng in Mechatronics (CAx Systems), 
  • I got experience in development of IT system for Contact Centre, Back Office and Sales,
  • I perform analysis and reports, develop reporting solution based on Tableau, MS SQL Server, Excel and Power Pivot, SAP BO,
  • I implement and improve customer care process,
  • I got experience in building and maintaining relationships with internal and external clients,

Work Experience

Mar 2015Present

Manager of Management Support Team (Contact Centre)/ Analyst

Polkomtel/Cyfrowy Polsat, Warsaw
  • representing a Contact Centre division (customer care, remote telephone sales) in company’s headquarter in Warsaw, 
  • ongoing cooperation with Call Centre locations managers in defining business needs (IT systems, processes and call handling strategy),
  • defining business requirements for IT systems and management reporting, participating in UAT/FUT tests and implementation, cooperation with project managers, architects, programmers,
  • defining, implementation and improvement of business processes, 
  • performing reports, data analysis, defining factors that affect KPIs value,
  • managing a team of specialists responsible for representing the Contact Centre as an experts in interdepartmental projects (IT systems/CRM/sales/processes),
  • managing a team of specialists responsible for monitoring Call Centre queue KPIs, calls topics and system breakdowns, identifying factors that cause changes in volumes of calls and KPIs, preforming reports, and controlling CSRs login time using CTI system tools and WFM,
  • managing an outsourcing inbound and outbound Call Centre project,
  • working with systems: Excell + PowerPivot, Tableau, MS SQL Server, Visio, MS Office, JIRA, MS Project, Genesys CTI, Genesys Workforce Management, Nice (calls recording and assessing), BMC Remedy Action Request System, Oracle's Siebel CRM,


  • development of new system to register customer calls topics/interaction based on new topics categorisation (requirements, architecture, tests, implementation, reporting based on tableau), 
  • successful business migration of customers to new offer (outsourcing),
Jun 2013Feb 2015

Division Manager in Contact Center/ Analyst

Polkomtel/Cyfrowy Polsat, Warszawa
  • managing a Warsaw Call Centre division/location of 80 CSR (5 Supervisors),
  • remaining responsibilities are similar to the position above,


  • special prize for commitment in development of new intercompany loyalty program (defining requirements, preparing UI for customer care and self-care applications, tests, implementation, direct cooperation with architects and programmer),
  • implementation of sales pre-scoring tool,
Aug 2010May 2013

Team Manager in Complaint Department/ Analyst

Polkomtel, Warszawa
  • representing the department in interdepartmental projects (IT systems/CRM/processes development and improvement),
  • identifying faults in processes and systems, performing corrective actions,
  • performing ad hoc analysis and forecasts of complaints volume, KPI's and future demand for resources,
  • development of tools/solutions that support handling of complaint process management and improving/reclaiming customer satisfaction,
  • managing a team of fifteens employees in Complaint Department,
  • working with systems: Excell + PowerPivot + VBA, SAP Business Objects Web Intelligence, MS SQL Server, MS Office, Nice (calls recording and assessing), BMC Remedy Action Request System, Oracle's Siebel CRM (limited scope),


  • special prize for commitment in development of CRM System,
  • special prize for development of decision support system (creating a business case, defining business requirements, tests, implement processes based on solutions),
  • implementation of phone channel for complaint responding,
Feb 2009Jul 2010

Project Manager

Maybatt, Warszawa
  • managing projects in the field of computer networking (Optical Fiber and Copper) and energy cost reduction in Telecommunications,
  • preparing estimates for work and material,
  • preparing letters of enquiry for material/work, negotiation with suppliers and subcontractors,
  • supervising a team of network installation technician,
  • creating and maintaining CAD documentation,
  • cooperation with companies from Germany, Singapore, USA,
  • translation of documentation and manuals,
  • maintaining and development of company website (CMS Joomla),
  • developing web application (PHP),
  • working with systems: MS Office, AutoCad, Apache Server, MS SQL Server, Joomla CMS, GIMP, Asseco WF-Mag,
Feb 2008Jan 2009

Maintenance Technician

DHL Express, Warszawa
  • inspecting, maintaining, repairing and setting up FKI S2000 sorter (connected with Crisplants conveyors system) and other devices,
  • performing tasks that requires communication in English - parts ordering, handling emails, cooperation with installers from Denmark,
  • working with systems: MS Office, AutoCad, Sorter Management System,
Jan 2007Jan 2008

Constructor of Stretch Blow Moulding Machines and Belt Conveyors

  • designing, improving and maintaining Stretch Blow Moulding Machines and Belt Conveyors, preparing documentation, supervising deployment,
  • cooperation with sales representative and clients from Turkey and Germany, researchers from Lublin University of Technology, suppliers and subcontractors, 
  • working with systems: Autocad  Mechanical,  Unigraphix NX,  MathCAD,


  • since 4.2007 acting as supervisor of engineers team,
  • transfer of production process to new machine park,
  • designing a new type of bottle separator – three times costs reduction,
Jun 2006Dec 2006

Production Technician

SMF POLAND, Warszawa
  • assembling of belt conveyors, electric boxes and pneumatic systems,


  • horizontal promotion – assembling of belt ovens,
  • obtaining a promotion for Constructor,

Text section

Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (Dz. U. z 2002 r. Nr 101, poz. 926, ze zm.)