Katarzyna Śliwińska

Experience

• 

  Medeling.org - Computer Services Company & Translation Office, Przemyśl

  Sept 2007 - May 2008

  Translator

  Translation of various documents ( texts, slides, introductions, advertisements, web pages) from French to Polish / Polish to French

• 

  P.P.H Plejada, Karolina Wieczorek-Poniewierska, Kielce

  Jun 2008 - Jul 2008

  Translator – Assistant

  Translation of documents from French to Polish / Polish to French Preparing reports and offers connecting with publishing for French customers Cooperation with the press in Poland and organization of transport to FranceCustomer serviceCompleting administration tasks

• 

  Sopra Steria

  Sept 2008 - Jan 2023

  Cooperation with customer and third partiesContractual Service Delivery (Reporting, Customer Delivery and exception and escalation analysis)Collecting data and information on client satisfaction, inquiry and complaintManagement of serious issue resolution and escalation managementAccount Financials (Monthly Billing, Project Billing)Assist in hiring and training the members of the service delivery teamResponsibility for team member (formal evaluation processes including career development, salary review and performance management) Show less Management of high priority incidentsInvestigation of critical and complex incidents and identification of root cause of general problems to avoid unnecessary future business impactCapturing all incident details and updating all necessary documentsContinual improvement and monitoring the effectiveness of incident management and making recommendations for improvement (plan action)Problem/ Incident Management - management and escalation of incidents, problems to appropriate teamsKPI, SLA reportingCollaboration with Team Leaders and Domain Manager Show less

  • Change Manager

    Nov 2022 - Jan 2023

  • Service Delivery Manager

    Sept 2015 - Nov 2022

  • Incident Manager

    Jun 2014 - Sept 2015

  • Team Leader

    Sept 2012 - Jun 2014

  • Team Leader

    Sept 2010 - Aug 2012

  • Junior Infrastructure Mainframe Operator

    Sept 2008 - Sept 2010
• 

  Kapsch Group

  Feb 2023 - now

  Service Delivery Manager