Łukasz Antoniak

 2 different teams (one to help in reporting, automations and small applications for whole Operations and second Stand By Force to help various departments with shared resources)
 people management (4 supervisors, department of 26 people, feedback, goals, results, communication, training, development, strategy)
 building schedule for 140 people,
 writing macros in Excel and Access,
 reporting development and automation, database maintenance, SQL queries,
 presentations for internal and external customers,
 IVR enhancements,
 analysis for management,
 projects coordination and management (internal and external),
 preparing unit’s reporting, MIS, statistics and analysis,
 PID (project initiation document) and RFP (request for proposal) preparation,
 managing projects (Caring for our Customer, EKC Team), escalations,
 internal Sharepoint site creation and management (EKC)
 Reporting and automations for whole Operations and some departments outside Operations (over 500 employees)
 Creating applications in Access, C#, VB, C++
 Applications – Fulfillment Workflow (Workflow for new applications), Agent Scorecard (Scorecard Tool for 400 Employees), Back Office Softphone (Tracking Tool for over 500 Employees), Holiday Tracker (Annual Leave Tool for over 600 Employees), SMS notification (text messages for customers), Email Tracker (tool to manage all incoming emails in workflow)
 Database Management – MS SQL Server 2005/2008/2010/2012
 Creating SQL queries – MS SQLServer and Oracle
 SLA and resources management for Operations
 Participating in Senior Development Program – 1 year program for middle management
 Awarded Ambassador Club Award with 4 day trip to Capri, Italy
 January to February 2012 – in Queretaro, Mexico helping and improving Mexico Operations from reporting perspective

 Team created to help in reporting and technical projects in front office
 people management (2 people, feedback, goals, results, communication, training, development),
 building schedule for 80 people,
 writing macros in Excel and Access,
 reporting development and automation, database maintenance, SQL queries,
 IVR enhancements,
 analysis for management,
 projects coordination and management (internal and external),
 preparing unit’s reporting, MIS, statistics and analysis,
 PID (project initiation document) and RFP (request for proposal) preparation,
 managing projects (Communication Mentor Program), escalations,
 leader in resources sharing project (Stand By Force),
 internal Sharepoint site creation (EKC)

 people management (9 people, feedback, goals, results, communication, training, development),
 improving processes and procedures,
 writing macros in Excel,
 preparing unit’s reporting, MIS, statistics and analysis,
 PID and RFP preparation,
 participating in projects (GEMS), managing projects (Communication Mentor Program),
 escalations, customer visits, revenue initiatives, savings,
 member of management team on site

 processing of credit card transactions rejects: Visa, Master Card, Diners, AMEX, UKDM,
 improving of processes and procedures,
 writing macros in Excel,
 preparing unit’s statistics and analysis,
 participating in projects (GEMS, Minerva, Elavon Junior Scholarship program)
 conversion support