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Gaja Brewiak
Customer Admin Team Manager, Thomson Reuters
Gdynia,
pomorskie
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Języki
angielski
dobry
niemiecki
podstawowy
Doświadczenie zawodowe
Customer Admin Team Manager
Managing the team of 15 Order Management Specialists - Customer Administration team for Globals, J1 and J2 from EMEA region (German/ French/ Italian/ Spanish/ Russian) - team responsible for migration from older products to TR flag product which is Eikon, supporting billing/ invoicing process and executing sales quotes)
Senior Markets and Applications Specialist (before "Markets and Applications Specialist")
Providing complex customer service (mainly clients from UK and Ireland, Scandinavian and West European countries, as well as USA and Asia-Pacific region) - comprehensive advice and help to clients enquiring about core Thomson Reuters’ products and services, as well as Financial Market data.
Escalating outstanding queries, liaising with relevant departments to ensure quick resolution to client queries and delivering training to the teams in this area. Managing team members and co-working on several projects within TR.
Ensuring that all relevant procedures are followed and to directly increase the efficiency, performance and knowledge of the team in order to raise the overall customer satisfaction and performance, using CRM application (Siebel).
Also, training other team members (including newcomers) on product functionality, data, techniques of customer service and company’s internal processes and procedures
One of creators of Mentoring Process (also acting as a Mentor) – implementation and development of Mentoring Program within the team (e.g. “Mentoring Guide” for newcomers).
Organizing and delivering trainings on Customer Service, as a part of “Customer Satisfaction” global initiative.
Escalating outstanding queries, liaising with relevant departments to ensure quick resolution to client queries and delivering training to the teams in this area. Managing team members and co-working on several projects within TR.
Ensuring that all relevant procedures are followed and to directly increase the efficiency, performance and knowledge of the team in order to raise the overall customer satisfaction and performance, using CRM application (Siebel).
Also, training other team members (including newcomers) on product functionality, data, techniques of customer service and company’s internal processes and procedures
One of creators of Mentoring Process (also acting as a Mentor) – implementation and development of Mentoring Program within the team (e.g. “Mentoring Guide” for newcomers).
Organizing and delivering trainings on Customer Service, as a part of “Customer Satisfaction” global initiative.
Senior Markets and Applications Specialist
Thomson Reuters, Manila in Philippines – international assignment
Responsible for transition of processes and procedures from Gdynia to Manila center (team of 11 agents).
Team management in cooperation with global managers and product managers, monitoring statistics and quality of data/ service and documentation of progress, ensuring relevant procedures are followed, increasing the efficiency/ performance and level of knowledge (data and product).
After migration (9 weeks), new team was able to keep the same level of customer satisfaction as in Gdynia.
Usage of CRM application (Siebel) and Business Objects.
Team management in cooperation with global managers and product managers, monitoring statistics and quality of data/ service and documentation of progress, ensuring relevant procedures are followed, increasing the efficiency/ performance and level of knowledge (data and product).
After migration (9 weeks), new team was able to keep the same level of customer satisfaction as in Gdynia.
Usage of CRM application (Siebel) and Business Objects.
Lecturer in „Negotiations and Business Communication” course (Master Program and Post
Business and Administration School in Gdynia
Delivering lectures; responsible for materials; assessing students' coursework and exams, also undertaking administrative tasks related to this role (including reporting).
Office and HR assistant (traineeship)
Zespół Zarządców Nieruchomości Gdynia Sp. z o.o.
Responsibilities included assisting in recruitment research and candidate selection, reference checking, posting job descriptions and sourcing resumes on the internet, communication with applicants and secretarial and administrative duties: schedule management, calendar and supporting the team in daily tasks, including preparation of presentations and assistance in correspondence, charts, tables.
Accounting assistant (freelance job)
Zakład Doskonalenia Zawodowego in Gdańsk
Responsible for document files and support in preparing annual reports: balance sheet, profit and loss account and cash and flow statement, helping with daily tasks and documentary files.
Szkolenia i kursy
1) Jan – Apr 2011 - Leadership Development Program – managerial program in London by Thomson Reuters/
Sykes Fairbairn
2) Sep 2010 – Apr2011 Professional school for Managers – managerial course by Librent HR
3) Oct 2009 - Time Management professional course by Thomson Reuters
4) Jul 2009 - Train the trainer and Presentation Skills professional courses by Thomson Reuters
5) Oct 2008 - Understanding Equities and Fixed Income (two separate courses), organized by 7 Cities (London Subsidiary)
6) Since Mar 2008 - Reuters Global Certification Programme; Six separate exams(Commodities and Energy, FX and Money Markets, Economic Indicators and Technical Analysis, Equities and Accounting, Fixed Income, Introduction to Financial Markets)
7) Jan 2008 - Reuters Certificate of 3000 Xtra Advanced User
1) 10.2008 Understanding Equities and Fixed Income (two separate courses), organized by 7 Cities (London Subsidiary)
2) Since 03.2008 Reuters GCP (Global Certification Programme)
Completed exams: Commodities and Energy, FX and Money Markets, Economic Indicators and Technical Analysis, Equities and Accounting, Introduction do Financial Markets, as well as Fixed Income.
3) 01.2008 Reuters Certificate of 3000 Xtra Advanced User
Sykes Fairbairn
2) Sep 2010 – Apr2011 Professional school for Managers – managerial course by Librent HR
3) Oct 2009 - Time Management professional course by Thomson Reuters
4) Jul 2009 - Train the trainer and Presentation Skills professional courses by Thomson Reuters
5) Oct 2008 - Understanding Equities and Fixed Income (two separate courses), organized by 7 Cities (London Subsidiary)
6) Since Mar 2008 - Reuters Global Certification Programme; Six separate exams(Commodities and Energy, FX and Money Markets, Economic Indicators and Technical Analysis, Equities and Accounting, Fixed Income, Introduction to Financial Markets)
7) Jan 2008 - Reuters Certificate of 3000 Xtra Advanced User
1) 10.2008 Understanding Equities and Fixed Income (two separate courses), organized by 7 Cities (London Subsidiary)
2) Since 03.2008 Reuters GCP (Global Certification Programme)
Completed exams: Commodities and Energy, FX and Money Markets, Economic Indicators and Technical Analysis, Equities and Accounting, Introduction do Financial Markets, as well as Fixed Income.
3) 01.2008 Reuters Certificate of 3000 Xtra Advanced User
Edukacja
Ekonomia - specjalizacja "Diagnozowanie ekonomiczne i funkcjonowanie przedsiębiorstw", magisterskie
Uniwersytet Gdański
Zainteresowania
Quality management (Six Sigma), financial markets, technical analysis, corporate culture, cultural differences in business, traveling, crime literature
Organizacje
May 2005 and 2006 Baltic Festival of Science, performing lectures:
“Cultural differences in international business” (2005 and 2006),
“The history of money” (2006 and 2007).
“Cultural differences in international business” (2005 and 2006),
“The history of money” (2006 and 2007).
Inne
Computer skills:
Thomson Reuters applications: Eikon, 3000 Xtra, Trader for Commodities, 3000 Xtra, HTA, PPPro, Trader, RWM, DSS) – advanced knowledge;
MS Office (including advanced usage of Excel), experience in PowerPoint presentations
and creating complex Excel spreadsheets (Advanced Excel course in May 2008),
User of SIEBEL (Oracle) CRM system
Additional skills: Driving license, category B, since 2001
Personal qualities:
• Economic background and a good understanding of financial instruments and core Thomson Reuters products
• Ability to work under pressure and resistance to stress
• Very good written communication skills and excellent communication and influencing skills
• Customer service and sales experience with a logical approach to problem solving.
• Ability to maintain a polite, professional attitude to all clients
• Adapts quickly to changing environment
• Coaching experience (at the University and during Reuters Project “Service week”)
• Excellent motivation and an ability to encourage others to succeed
• Ability to drive new ideas forward in a dynamic environment and display and share knowledge
• Strong willingness to self-development, optimism and sense of humour
• Responsibility for the timeliness and quality of own work and good work organization
Thomson Reuters applications: Eikon, 3000 Xtra, Trader for Commodities, 3000 Xtra, HTA, PPPro, Trader, RWM, DSS) – advanced knowledge;
MS Office (including advanced usage of Excel), experience in PowerPoint presentations
and creating complex Excel spreadsheets (Advanced Excel course in May 2008),
User of SIEBEL (Oracle) CRM system
Additional skills: Driving license, category B, since 2001
Personal qualities:
• Economic background and a good understanding of financial instruments and core Thomson Reuters products
• Ability to work under pressure and resistance to stress
• Very good written communication skills and excellent communication and influencing skills
• Customer service and sales experience with a logical approach to problem solving.
• Ability to maintain a polite, professional attitude to all clients
• Adapts quickly to changing environment
• Coaching experience (at the University and during Reuters Project “Service week”)
• Excellent motivation and an ability to encourage others to succeed
• Ability to drive new ideas forward in a dynamic environment and display and share knowledge
• Strong willingness to self-development, optimism and sense of humour
• Responsibility for the timeliness and quality of own work and good work organization
Grupy
Uniwersytet Gdański
Studia na Uniwersytecie Gdańskim to konkurencyjność na rynku pracy. Pożądane wśród pracodawców kierunki studiów, praktyczne umiejętności dzięki nowoczesnym pracowniom oraz stażom.
Grupa zrzeszająca studentów i absolwentów Uniwersytetu Gdańskiego
Grupa zrzeszająca studentów i absolwentów Uniwersytetu Gdańskiego
Thomson Reuters
Grupa zrzeszająca pracowników firmy Thomson Reuters ze wszystkich oddziałów w Polsce i na świecie.
