Paulina Gucka
Education
- World Institute for Action Learning – CALC Action Learning Coach
- Mukoid Institute of Communication and Development – professional studies – Coaching (International Coach Federation accreditation)
- School of Form – postgraduate studies – Service Design
- Adam Mickiewicz University – master studies – Romance Philology
16 years of experience in the areas
- customer service
- warehouse & e-commerce
- production (building materials)
- creating innovation
- employees’ development
16 lat doświadczenia w branżach
- outsourcing/SSC/BPO
- telecommunication
- tourism (airlines, tourist office)
References
-
Learning & Development Expert CEE, ROCKWOOL Poland (2018 – present)
- Designing and coordinating development programs for successors, talents and managers (focused on building in-house competences of the future)
- Consulting development and developing employees reporting directly to Management Team
- Supporting teams in improving communication and building business solutions by Action Learning
-
Innovation Leader, arvato Bertelsmann (2017 – 2018)
- Ensuring innovativeness in development of products and services for clients
- Pro-actively searching for, generating and analysing information about customers’ business needs, monitoring the market in the area of technological trends
- Coordinating a 12-member interdisciplinary group in the area of innovativeness implementation (including use of Design Thinking)
-
Training & Development Coordinator, arvato Bertelsmann (2015 – 2017)
- Managing development processes from needs analysis to evaluation
- Managing HR projects (e.g. onboarding standardization, implementation of onboarding game for new employees)
-
Quality & Training Manager (contact center), arvato Bertelsmann (2005 – 2015)
- Migrating the customer service proces from client’s in-house to arvato
- Managing quality and training processes in the contact center (60-350-member teams) for Polish and international clients
- Implementing a customer satisfaction survey