Natalia Białobrzewska

Experience

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  Delphi

  Feb 2004 - Mar 2005

  Assistant to the General Director and Office Manager

  I was responsible for the efficient functioning of an office through a range of administrative, financial and managerial tasks to ensure the smooth management of day to day affairs, and most effective use of time and handling sensitive and complex issues in a professional and objective manner.

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  Novotel Hotels

  Apr 2005 - Mar 2008

  Quality Manager

  I was monitoring, in coordination with departmental leaders, the correct application of standards and procedures, carrying out internal audits in areas where the operation and the service provided to the guest can be improved. The results of the audits were quantified and communicated to the teams with reports that allowed analyzing the best areas of continuous improvement of guests satisfaction.

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  Turówka Hotel & Spa****

  Apr 2008 - Apr 2009

  Sales specialist

  I was organising and running conferences and are providing on-site assistance throughout the event. I was managing staff, liaising with contractors and suppliers, along with performing various administrative tasks.

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  Marena Spa

  May 2009 - Nov 2009

  Manager (contract)

  As a consultant, I helped define the hotel's goals, quality standards and identify operational needs to improve guest satisfaction. Additionally, I worked to expand the market segment and customer base by launching sales through online platforms for booking hotel rooms.

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  Puchacz Spa

  Nov 2009 - Jun 2010

  Manager (contract)

  I helped define the hotel's goals, guest service quality standards. Additionally, I worked to expand the market segment and customer base. I also worked to expand thecustomer base by launching sales through online platforms for booking hotel rooms

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  O.W. Gryf

  Jul 2010 - Jan 2011

  Customer Service Manager

  As a consultant, I helped define the hotel's goals, quality standards and identify operational needs to improve guest satisfaction and loyalty. Additionally, I worked to expand the market segment and customer base and elevate organizational communications.

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  Training Team

  Jan 2011 - Jan 2013

  Owner

  I have delivered a diverse range of trainings to the hospitality industry on basic communication skills, how to interact with hotel guests and how to work as a team as hotel staff are viewed as one unit.

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  Sofitel Cairo Nile El Gezirah

  Jan 2011 - Sept 2011

  Internal Trainer

  I was responsible for creating training tools and operations manuals and delivering training programs in hospitality operations and customer service. I taught workshops demonstrating proper work techniques and practical skills in on-the-job settings.

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  TTA (The Training Associates)

  Jan 2013 - Jan 2014

  Web-based Applications Trainer

  I was part of a global Expedia Traveler Preferences Training Project that supported the implementation of Expedia Partner Central web-based hotel room sales management software.

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  Arvato Systems

  Jun 2014 - Aug 2017

  As experienced customer service representative I transitioned into the training world. I was developing team skills in areas of customer service and communication as well as delivering on-the-job coaching, developing educational material and organizing training sessions for new hires. I was handling incoming calls, helping answer questions, and solving customer problems, on a wide array of topics in regards to Microsoft 365 web-based administrative console.

  • Customer Service Coach

    Jan 2015 - Aug 2017

  • Inbound Customer Service Representative

    Jun 2014 - Dec 2014
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  LPW Training Services

  Jan 2015 - now

  Software Trainer

  Successful implementation of Veeva CRM (application built on the Salesforce platform designed specifically for the pharmaceutical and biotechnology industries) depends on the knowledge of those responsible for using, maintaining and administering the applications. I train representatives of major pharmaceutical companies in Polish and English to provide them with the knowledge and skills they need to properly use, maintain and develop the implemented solution to meet business requirements.

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  ALSO Group

  Feb 2018 - Jan 2021

  Call Center Team Leader

  I was responsible for the proper order process in four manufacturer-authorized online stores (Samsung, Huawei, Asus and Vobis) and for telephone customer service in the Call Center, in compliance with established standards.I was leading, coaching and motivating a team to deliver departmental KPI's, targets and objectives.Whenever there was a complex issue I was either resolving it or liaise with other departments to resolve the issue appropriately.When new call center agents were recruited, I was on hand to assist in the testing and interview process. Show less

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  BTC

  Mar 2021 - Oct 2021

  Key Account Manager IT & Computer Software

  I help clients manage IT infrastructure and security by providing software that simplifies and automates the work of IT administrators.My core role is to handle the most valuable clients. I manage the account, build strong relationships with the client, identify challenges or opportunities, and find ways to assist with these challenges and opportunities.