Joanna Wieniawa-Narkiewicz

• Responsible for team objective setting, performance management, development and succession planning
• Responsible for team morale, productivity and discipline
• Manage the team’s holiday and sickness and ensure that sufficient cover is provided as required per client desk
• Manage the program and organize resources for induction of new staff
• Act as a local point for escalations surrounding client, contractor and internal issues
• Checking, approving and signing off contracts and account information details
• Manage the monthly reports and issue to the Support client desks holding monthly meeting to discuss progress and escalate issues
• Participate in various weekly, monthly and quarterly meetings and calls
• Preparing monthly and quarterly team's performance reviews
• Build and maintain strong working relationships between all parties
• Ensure ISO Processes are adhered to and identify any gaps
• Ensure Process Manuals are kept up to date, owning relevant chapters of these to pro-actively
• Recommend improvements in processes and procedures
• Manage any ad hoc projects

Build high performing teams through consistent and exemplary leadership
• Meet and exceed targets within the framework of overall company objectives
• Manage daily functions of their respective enrollment team(s)
• Coach, mentor and help develop enrollment staff members
• Work with other managers to develop best practices and Enrollment Management unity
• Perform and execute on-going written and verbal feedback and submit annual reviews for approval
• Help with the interviewing and hiring of new enrollment staff
• Help to develop new strategies for success for the enrollment department
• Work on assigned committees and teams within the organization
• Actively participate in projects
• Initiate and manage interdepartmental communication to effectively deliver on departmental and organizational objectives.

Receiving, processing and verifying the customers orders and ensuring customer needs are met, utilizing the organization’s internal systems.
• Liaising with internal stakeholders like demand planning and logistics and reinforces agreed lead-times with customers and business units.
• Handling complaints and other issues that affect customer orders, liaising where necessary with sales, finance and manufacturing in an effort to solve order issues.
• Supporting and communicating with credit department, accounts receivable and sales.
• Ensuring customer requirements are properly documented and communicated regarding the orders and logistics.
• Ensuring that agreed processes, documentation, approval flows are followed.
• Cooperating with Customer Service Logistics (Back office) in order to assure order fulfilment.
• Being accountable/responsible for correct and promptly invoicing.
• Carrying out day-to-day customer service activities with direct business impact, analysing and improving current ways of working.
• Working independently to complete given assignments and projects by Team Leader.
• Guiding, influencing and trainings others within own area of expertise
• Analysing and reporting data

• Ensure outstanding customer care at all times.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Take appropriate decisions in case of emergencies.