Klaudia Kieras

Experience

• 

  Manufacturing Work Cooperative „Społem”

  Sept 2010 - Oct 2010

  Internship in the Export Department

  Translation of contracts.Support in the Export Department.Preparation of marketing offers.

• 

  Security Liaison Agency „Vip Shadow Protection”

  Mar 2011 - Jan 2012

  Customer services specialist

  Attracting new customers from the east.Planning and organization of agents deployed in the east.Maintaining relationships with companies in Russia.Creation and translation of business contracts.

• 

  Association for Eastern European Integration "SIEW"

  Apr 2012 - Jun 2013

  Translator

  Assistant guardian for the dance group in Ukraine - mediator/translator.Translation different types of documents into Russian / Polish.Business negotiations.Translator at the International Fair of Road Construction Industry for Ukrainian company "Ruslana".

• 

  Clothing saloon “Royal Collection” – Booth assistant

  Jun 2012 - Jan 2013

  Booth assistant

  Acting manager in the absence of the manager.Responsible for product exhibitions.Professional customer service.

• 

  Elior

  Sept 2013 - Mar 2014

  General Assistant

  Customer service.Preparing documentation for the smooth functioning of the restaurant.

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  Xerox

  Sept 2014 - Jul 2015

  Technical Helpdesk Associate

  Providing 1st line technical support.Support users in the use of Computer equipment by providing necessary training and advice.Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users.

• 

  Atos IT Solutions and Services A/S

  Jul 2015 - Mar 2017

  Determines if an incident needs to be escalated according to the priority of the issue.Ensure all appropriate follow up actions are clearly documented in the ticket logs.Monitor the Incidents and manage workload on the queues in scope.Coordinate High and Critical priority Incidents and ensure a rapid and effective cross-sectional response.Provide guidance to the support teams about the GSD scope. Providing 1st line technical support.Support users in the use of Computer equipment by providing necessary training and advice.Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users.

  • GSD Incident Coordinator

    Jan 2017 - Mar 2017

  • 1st Line Support Engineer

    Jul 2015 - Dec 2016
• 

  Cognizant

  Apr 2017 - Nov 2024

  - Leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities.- Providing mentorship, guidance and career development to the team.- Daily monitoring of metrics and adjustments as necessary to meet Quality SLA requirements.- Influencing team strategy through effective communication, building action plans, execution of improvement plans.- Managing attendance, forecasts, team level reporting activities.- Implementing escalation channels in accordance with mutually agreed upon procedures.- Daily overall supervision of the team and the whole content classification project.- Staying in touch with the client on a regular basis in order to report and analyze content classification process.- Active participation in internal and external meetings. Show less - Providing guidance to employees about implementation processes.- Providing high quality educative, informative and technical assistance to the customer.- Working on customer's issues through email/chat channels/video conference.- Producing comprehensive case reports to a variety of audiences including senior and executive management level.- Contacting Account Managers on daily basis - EMEA market.- Implementing cases according to company processes.- Working closely with SalesForce, Ads Editor, Excel, Google tools.Quality Analyst for Polish- Delivering trainings to the employees on new or changing content Policies as well as “refresher” trainings.- Creating quality reports based on results and findings from evaluations. Show less

  • Team Manager

    Mar 2020 - Nov 2024

  • EMEA Quality&WFM Team Lead at Cognizant for Google AdWords

    Aug 2018 - Feb 2020

  • Quality&Workforce Analyst @ Google Adwords

    Jun 2017 - Jul 2018

  • Process Executive @ Google Adwords

    Apr 2017 - May 2017