Mariola Klonek

Assisting Lead PMO in updating systems to reflect changes arising from the merger. Support in delivering a portfolio of IM&T projects with a significant focus on change management and service update. Working internally and externally to provide support to the Lead Coordinator with activities leading to the successful delivery of projects (mail migration and merge, changing of the logo and templates update) including assistance with managing project activities, the update on system (system owners, ODS codes, TIE) and correspondence.

Supporting the needs of eBay members. Working proactively & reactively as a direct point of contact for eBay customers represent an extremely high standard of integrity. I become a dynamic and flexible team-mate who dedicatedly participated in Customer Experience team daily to deliver on unifying purpose of helping customers by solving their problems in the quickest, simplest, easiest way possible making them feel great about eBay along the way. Taking ownership for customer issues so that they are resolved and by keeping customers updated along the way. Ensuring all information related to customer issues were logged and tracked i.e.: returns & refunds, INR – Items Not Received, Selling & Buying queries, Postage & Tracking issues, and account questions including security and internal reporting. Achieving Quality, Satisfaction & Metric driven Targets as set out by Management Panel. Apply discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer. Skilled in de-escalation of complaints. Growing customer satisfaction survey from 3.6 to 4.5 in the metric with scale from 1 to 5 made up of several key elements. Attending regular Zoom Meetings, training/ coaching sessions, and group activities to create stronger unity and bond within the Team.

Experienced in providing insight from data, working with large volumes of data and data visualisation. Ability to manipulate and present data in Excel (vlookups, pivot tables, data visualisations and descriptive statistics). Report requirement gathering and development.

The sales support function was essential in maintaining the quality and compliance aspect of the sales team, as well as supporting the team on a daily basis. As a successful and expanding sales team, the sales support function was crucial in helping the team meet such high demands and targets in this fast-paced environment. Working within the core sales support function, this position was mainly responsible for the ongoing call monitoring for the sales team within GCS. This role was focusing on maintaining and creating the reporting and salesforce Dashboards for the three sales teams as these were instrumental for helping the leadership team manage their team and providing insights into the sales team s performance. Another aspect of the role involved completing key quality checks on the sales teams which were meant I had to tap into my analytical skill set and have great attention to detail. Maintaining and producing monthly KPI reports for the sales leaders and continually drive to improve these reports.
Complete monthly quality checks which were crucial to ensuring adherence to business and regulatory rules.

I had to possess good knowledge of AMEX business card products and be able to operate Salesforce. With a genuine interest in analytical & quality control environment, I possess excellent analytical skills and good attention to details. As a self-starter, I was able to work independently to meet deadlines and manage my own tasks and priorities with the ability to work with multiple stakeholders in a fast-paced environment.

Participating in the clear and effective lines of communication and working relationships, both within the home, with families, other professionals and agencies. Preparation of T&C of Residency after an initial assessment and overview of MG pricing. The main aim of this role is to provide quality service and also to be visible/ presentable acting as the initial point of contact for referrals, admissions, discharges and transfers of care. I have to play a key part in generating referrals, increasing revenue into the services. Maintaining existing relationships with referrers (Duty Team at NHS/ Social Workers or Care Seekers Agencies) and B&HCC to finance Nursing Care (FNC - Funded Nursing Care) while working closely with the senior management team to engage with influencing stakeholders, policymakers to communicate key company messages. Using Egress Secure Messaging for Care & Support Plans or confidential data exchange related to a particular Resident using secure identification or a “P” number. Signing contracts with immediate family (Power of Attorney holders) for new admission. I lead business development activity across the service with a track record of increasing occupancy and revenue (+£15000 weekly more in 10 months). I drive sales and customer focus at all times with a positive, can-do attitude. Financially astute with an excellent understanding of costings and budget management handling petty cash. Supporting staff with basic IT skills and troubleshooting. Understanding and pursuing overdue balances on both Self-Funding and Local Authority accounts. Communicating via letter, telephone and email to recover balances. Ability to deal with potentially difficult, provoking, distressing, lengthy calls and enquiries. Maintaining resident records and financial details. Dealing with Nursing Home, resident and relatives queries efficiently and promptly. Diarising communications. Various other ad hoc duties as required to assist colleagues.

Daily Reception cover operating a busy switchboard, assisting with data management, PACA calendar, weekly bulletins and briefing notes. Greeting visitors, sending and replying to emails, managing student records, entering new data and creating various Reports. Maximizing overall efficiency and productivity. I set-up, operated and led operations of high-speed digital printing equipment to produce examination papers, booklets, handouts, forms, labels, cards, certificates and a wide array of instructional materials, use software to program equipment. Liaison and communication of information in a form of Bulletin, written information circulated amongst staff. Attending Staff Meetings to produce Briefing Notes. Raising Purchase Orders and producing Financial Reporting. Ability to deal with potentially difficult, provoking, distressing, lengthy calls and enquiries.

Responsible for the day to day management of one of the Council’s high value corporate contracts associated with the delivery of ICT services. For example the certain mobile telecommunications contract has a value of £500,000 per annum and includes the following tasks:
• Providing help desk support for users
• Ordering new products
• Analysing, reconciling and processing invoices received from the mobile device provider to ensure that they are accurate and that the Council is achieving value for money.
• Generating and analysing management reports using a variety of report generators to identify anomalies in the billing and the usage of products.
• Providing information as required to senior managers and budget holders.
• Liaising with the Provider’s Account Managers and ICT managers to notify and resolve issues arising from the contract.
Responsible for monitoring income and expenditure against approved budgets, preparing realistic forecasts and projections during the year. Identifying actual and potential variances from budgets and investigating the reasons and recommending actions to budget holders to control these variances.
Contributing to the development of a full configuration management service to include the on-going development and monitoring of a register of all ICT contracts, software licences and applications.
Negotiate with customer departments and external third parties in order to develop and constantly review SLA’s in order that they remain useful and valid, both from a provider and customer perspective.
Raising purchase orders, validating and entering authorised invoices into the Council’s Purchasing System

Liaising with billing or invoice related telephone enquiries. Taking messages and resolving issues. Invoice and Credit note input, Payments Allocations, BACS runs, stock purchasing, @VLookup formulas, pivot tables using excel, scanning, stock monitoring, directors and staff credit card processing, agent commissions, banking and petty cash, reporting Aged Creditors. Code and check invoices, Working out VAT payments. Paying out money via BACS or by cheque. Checking and reconciling supplier statements. Filing invoices and statements, Dealing with purchase enquiries. Processing monthly credit card statements for staff expenses. Setting up new supplier accounts and maintaining existing account details. Reconciliation of supplier statements.

Brighton & Hove City Council - temporary part-time contract processing Corporate Payments Requests and indexing batches of documents. Taking telephone messages to update and validate internal data related to bank accounts. Screening and identification of callers to ensure data collected is sources from the bank account holder. To maintain and operate systems for the payment of invoices for goods and services provided by the department including appropriate data entry. Processing invoices for payments ensuring that they are properly authorised and correctly coded in accordance with the Council’s accounting system. Keeping relevant statistics, as required, in relation to all financial transactions and procedures. Liaising with colleagues and suppliers to resolve errors and omissions, overpayments and disputes. Providing clerical assistance to the central payments team including word processing, filing, archiving and sorting the daily post. Photocopy or scan and index documents as required. Fully understanding and committed to the implementation of the Council’s Equalities Policy at a level appropriate to the job. Carrying out at all times my duties with due regard to the Council’s Equalities Policy. To have an awareness of and a commitment to comply with the Council’s policy in respect of Health & Safety.