Tomasz Wierzbicki

• Responsible for tasks and activities to meet Project Management Office deadlines,
• Track and monitor project progress
• Organise and take part in project meetings and project activities
• Organise project structure and documentation flow
• Bring visibility and escalation to progress, issues/problems and failure,
• Delivering precise and timely information management and reporting,
• Provide consultancy and support for methodology queries and project office tools,
• Motivate people to perform their tasks on time
• Analysis, review and feedback on data/reports,
• Identify and advertise best practices,

• Provide hands-on project management & vendor management
• Work with business function leads/Senior Management to support the execution and implementation of project plans of business process outsourcing
• Transfer processes from one location to another
• Where required act as the key interface and single point of contact
• Monitor continuous improvement initiative
• Provide accurate and timely update reports on project status, meeting minutes, issue logs, risk registers to both internal and external clients
• Manage contact obligations and compliance
• Manage regional and global service performance and service delivery escalation
• Create corporate documents, Training packages

• Key developer for RightNow tool (Contact Centre software application)
• Key owner for building analytics and reports within RightNow; ensuring quality review and change control procedure is in place; ensuring a formal escalation process exists internally and externally for the escalation issues with the RightNow tool
• Managing mailboxes and configuring business rules within RightNow tool to best support customer facing teams across Europe
• Key administrator for all contact management tools, including primarily RightNow tool, in order to support Sales and Customer Care teams across Europe
• Responsible for building and configuring new contact management functionality in RightNow, to include: complaint management, customer FAQ pages, surveys, email management and chat functionality
• Troubleshoot and support as required any problems – part of global support team for the 1st line investigation and diagnosis of problems
• Administration tasks include: creating new users and administer permissions for existing users

• 1st & 2nd line of support to external and internal clients who are using various Recruitment Tools
• Cooperate closely with Business Intelligence team in transition and delivery of scheduled and ad hoc reports from Resourcing Tools.
• Responsible for recording queries related to different recruitment tools and dealing with them
• Providing administrative support for the users such as managing Certificates /PIN’s/ passwords
• Support all aspects of the Candidate Support Service based upon Mr Ted’s TalentLink (OneSource) which an application that provides services to AMS and all its SMC clients
• Oversee the effective use of all IT systems surrounding OneSource and supporting the effective operation of AMS
• Installation and configuration of BackOffice systems components (servers, storage, tape backups, printers etc)
• Undertake survey production and maintenance for scheduled and ad hoc surveys.
• Communicate on a regular basis with Specialist/ Principal Specialist and consultants to solve problems and issues.

• End-User training after service implementation
• Training new employees
• Managing teams up to 12 people (performing all duties of a team lead; coaching, mentoring, motivating, performance review, ensuring kpi’s/sla’s are met, implementing best practices)
• Floor walking and advising of any technical issues
• Perform engineering services for new employees training groups
• Working strictly with a ticketing system – closing and dispatching tickets
• Scheduling technicians to solve issues directly at Customer’s place, when unable to resolve via phone
• IT technician and a technical advisor – maintaining office devices and providing onsite/hands-on support
• Install & troubleshoot hardware/software

• Administrative Duties
• Organising various sports competitions (responsible for: scheduling matches, timetables, ladders, writing up promotion brochures)
• Main point of contact for team captains & referees
• Running Football league
• Cash Handling (setting rates)
• Dispatching invoices for money owing
• New sponsorship development
• Tennis Umpire
• Sales rep in Pro Shop