Warsaw, Mazowieckie, Poland
🌍 Passionate about project and process management, leveraging data analysis and discovering AI-based solutions. Aimed at fostering operations development, leading change and transformation to drive success. Skilled in project management with a strong focus on data, business and operations analysis, AI in business, planning and workforce management across 12 countries (6 customer support teams). Focused on effective and inclusive cross-cultural cooperation. 🧠 Certified PSM (scrum.org). Certified data analyst (Google). Certified in AI for business (Google). Enthusiastic about Agile methodology and SCRUM framework for teams and personal usage. Advanced proficiency (+training expertise) in Google Workspace and MS 365, AI (Gemini, NotebookLM, ChatGPT), Data (SQL, Tableau, Looker), Atlassian Workspace (Confluence, Jira), Operations & Project management tools (CSP Zendesk, CRMS Salesforce, WFMS Humanity, ClickUp and other). 🌱 Furthermore, I am dedicated to promoting computer literacy and tech-education as a trainer. I developed 2 online courses in 2 different languages and conducted 30+ training sessions in 3 different languages for both students and prospective trainers. I also completed a first aid course (first aid fundamentals and AED usage) and a psychological first aid e-course (based on the RAPID model). 🫴🏻 I firmly believe in the power of community and that continuous learning is our greatest strength. In these awful and difficult times, I #standwithukraine 🇺🇦
Joined a new staffing & performance team as Customer Operations Planning Analyst - Developed, implemented and supported maintenance of the Fix & Flex planning system for customer ops teams: 6 teams, 12 countries: as-is / to-be analysis, implementation, 2-level onboarding, change and transition leadership with the main objective to meet business (operational metrics) and multicultural team needs (flexibility and collaboration) - Designed and launched Flexie AI Planning Assistant who is created to support knowledge, onboarding, and communication topics and reduce human-time spent on theses subjects (24/7 support, Gemini-based, Google Workspace RAG) - Optimized and improved FTE analysis process for in-house teams (6 teams, 12 countries) and vendor partners (4 partners, 20+ countries) - Launched additional WFMS features and developed strong cooperation with the partner that resulted in 30% sale of regular annual price increase - Led 3 team expertise mapping projects: between 20 and 50+ tasks to map, both single country and global levels that served as an integral part of staffing model <> workforce system data pipeline - Introduced a learning & development strategy for the team to explore the new project management tool and build a common team knowledge (4 roles to hold, 3 months of learning & exchange) - Led several discovery projects while the central one resulted in a team roadmap with 40+ projects to collaborate and implement in 2025 - Developed global planning documentation for in-house teams - Introduced and led cross-team cooperation (SCRUM based approach): regular meetings and reporting, structured feedback process, communication solutions to meet multicultural team needs
Joined the team in developing, supporting, and leading behaviour expertise as Community Relations Senior Specialist Behaviour expertise (major): - Provided reporting and analysis of behaviour processes, introduced new tracking process for bus marketplace crisis cases - Crisis support (monitoring, crisis calls, management of PR risk cases), - Supported and handled crisis support cases (monitoring, crisis calls, management of PR risk cases) - Led quality checks for in-house and outsourcing teams - Led training and coaching sessions for in-house and outsource teams (full cycle coaching of ops behaviour part) Bus marketplace POC (minor): - Supported ops and knowledge tasks such as quality checks, training & coaching for in-house and outsourcing teams - Supported B2B communications and created from scratch tracking documentation for ops needs Social Media POC (minor): - Coached a newbie into a fully operational Social Media Lead in less than 3 months - Introduced full cycle documentation optimization (fully completed and organized process for ops community relations team) - Provided reporting and analysis of social media activity, led brand watch reporting
Joined the team in developing and supporting behaviour expertise as Community Relations Specialist Behaviour expertise (major): - Provided reporting and analysis of behaviour processes - Supported and handled crisis support cases (monitoring, crisis calls, management of PR risk cases) - Led quality checks for in-house and outsourcing teams - Led training and coaching sessions for in-house and outsource teams (full cycle coaching of ops behaviour part) Bus marketplace POC (minor): - Supported ops and knowledge tasks such as quality checks, training & coaching for in-house and outsourcing teams - Created from scratch and optimized the chargeback process documentation for 3 countries
Computer Literacy Trainer - Created the course for prospective trainers on fundamentals, methodology, and management of training courses: 3 days, 10 participants - Created online courses about Google workspace usage (Gmail, Docs, Sheets, Slides and Drive): 2 courses in English and Ukrainian, 20+ videos each - Created and led computer literacy courses (Google Workspace, LinkedIn, Excel): 30+ sessions in Ukrainian, Polish, or Russian - Cooperated with Ukraiński Dom w Warszawie, Warztat Warszawski, ans Polskie Forum Migracyjne under different projects aimed at integration of migrants and/or refugees in Polish society
Social Media marketing intern - Co-created social media and marketing strategy (IG, FB) - Prepared content and launched promoted ads (IG, FB) - Prepared reports, analysis and optimized office processes: client service, documentation development, etc.
European Solidarity Corps Member - Updated, organized and automated program database: 3500 participants, 15 years of program, 5 countries, 3 languages - Prepared and launched internal email campaigns through marketing automation platform Mailchimp - Supported and assisted during projects and events of the foundation: Study Tours to Poland Program: event management, administrative support, translation, animation, Academic conference ‘5 lat okupacji. Co zmieniła ta wojna?’: event management, social media support, translation, Polskie Inspiracje Forum: administrative support, translation, travel support of 67 participants from 4 countries - Launched and managed Leaders of Change Foundation - Telegram opportunities channel: regular daily publications about growth opportunities, projects and volunteer initiative in program countries - Launched and reflected upon the project in my personal blog (EN): http://konopliankointhespot.blogspot.com - Coordinated and led English-speaking club at partner organization Ukraiński Dom w Warszawie (volunteering)
Exclusive Language School teacher - Led lessons and assessment for student during Cambridge Exam Preparation (Movers, A1) - Organized International Opportunities Presentation for levels A2-B2 - Managed summer camp activities: DIY-activities, crafts, indoor and outdoor activities, quizzes Private English Language Tutor - Prepared full-cycle teaching program for kids, teenagers and adults both offline and online - Taught mathematics in EN according to my educational background - Led online lessons through Skype+Google Tools (English: A2/B1) - Led online lessons through Skype+Google Tools (Mathematics in English: A2/B1) - Led individual, pair and group lessons (English: A2, A2/B1, B1) I am also happy to share results of my students since it’s the best evidence of professional approach for every teacher: - 3 of my students got promotion at work (Ukraine) - 1 student started studying at international school (the Netherlands) - 5 students passed Cambridge Movers Exam - 2 students continued developing their communication skills on country and international level projects (ERASMUS+, Ukrainian Leadership Academy)