Ekonomická univerzita v Bratislave

Process Inhouse Consultant at ngena

Offenbach, Hessen, Germany

- Process analysis, process design and generation of proposals for optimization.• Continuous maintenance and improvement of business and operations processes.• Management of demands for process improvements and IT-Systems enhancements.• Specification and steering of implementation of process improvements, IT interfaces and reports.

ngena

Process Inhouse Consultant

- Managing assigned payment processing projects in the scope of initiation, requirements gathering, planning, project milestones, risk assessments, work packages delivery, testing, implementation, user acceptance, documentation and reporting.•	Controlling contractual requirements, project specifications, performance and ensuring client satisfaction.•	Coordinating cross-functional and cross-geographical teams responsible for all aspects of a project from initiation to closure.•	Acting as a point of contact for clients, escalation management, resources and tasks prioritization.•	Monitoring change requests and solutions are delivered on time, within budget and scope. Leading day-to-day operational aspects and weekly calls with the customers in the production environment.•	Facilitating regular service reviews with customers, ensuring the agreed delivery dates are met and issues are handled within SLAs.

RS2 Software plc

Project Manager

- As part of project managers and business analysts team working on projects for the financial institutions using BankWORKS® payment software.•	Performing gap analysis, quality assurance, gathering business requirements, drawing up functional specifications.•	Adherence to the standards and protocols of card schemes (Visa, MasterCard and Diners). •	Administrative supporting of projects, teams coordination, participating on performance & quality reviews with customers.

Project Coordinator and Business Analyst

Responsibilities: •	Managing the delivery of internal projects, defining areas for improvement, cross-functional projects support.•	Preparing and presenting results to executives, ad hoc reports, financial & data analysis.•	Acting as a subject matter expert, providing consultancy and support to regional teams, senior management, best practice sharing.•	Harmonization of DSO (Days Sales Outstanding) financial measurement model allowing the calculation of the actual results, forecast and gap analysis. •	DSO calculation and presenting results with financial analysis to senior management and CFO.•	Preparation of EMEA DSO & A/R Overdue budget requiring cross-functional cooperation and regional alignment.•	Leading regular reviews with international business partners, sales, regional finance teams and CFO to identify and resolve customer disputes.•	Maintaining, updating process documentation for a compliance audit.Achievements:•	Designed workload model allowing transparency to senior management of required headcount, focus on efficiency and productivity improvement.•	Obtained status of subject matter expert in customer claims and rebates process, acting as a consultant in process improvements, audit requirements, process documentation, preparing analysis to help senior management team in decision process.

Lenovo

Project Manager and EMEA A/R Control Tower

Responsibilities: •	Leading a team of 12 people responsible for B2B customer disputes and rebates. •	Setting and managing fulfillment of targets, KPIs, defining daily priorities in order to increase customer satisfaction, escalation management.•	Training new team members, identifying areas for personal development.•	Leading Lean Six Sigma (LSS) yellow belt project to simplify claim process which allowed enhancing speed and resource efficiency. Achievements:•	Lean Six Sigma Yellow belt certification, simplified process of low value disputes in order to focus on high value cases which can significantly impact company cash flow and to improve cash collection. Soft saving of 379 hours/ $5 686 per year.•	Promoted “end to end” process, mentored team members to obtain in-depth capabilities in disputes and rebates process and acting as one focal point for customers. •	Team members among top performers.

Customer Support Organization Team Leader

Responsibilities: •	Daily communication with UK customers, sales team over the phone and emails. •	Building a relationship with international business partners.•	Customer disputes investigation and execution of invoice corrections. •	Validation is done based on detailed knowledge of processes and product life cycle.•	Acting as a deputy team leader.                          Achievements:•	Consistent top performer of customer disputes, processed 10 % of all disputes within reaction & closure time better than set KPIs.

Customer Support Representative

Reported to: 1st line ManagerResposibilities: •	Processing flight reservations for English, Polish and Slovak customers. •	Assisting customers over the phone.•	Managing communication of delayed and cancelled flights.

Andrea Zietarska

Andrea Zietarska