Karolina Lewandowska
Derby,Der
Summary
Enthusiastic and multi-skilled Manager with couple of years of experience diligently training and developing teams. Provides in-depth, ongoing training and support to staff members, maximising effectiveness of the operations as well as managing efficient and effective teams. Dedicated to driving outcomes with thorough skills assessments and engaging training methods. Detail-orientated multitasker with expertise in managing large workloads in high-pressure environments. Resourceful and adaptable Manager with over 6 years of experience in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer-focused leader seeking to leverage background into a manager role with progressive organisation.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Learning and development coordinator
YMCA
Nottingham
09.2024 - 03.2025
- Monitored and evaluated the effectiveness of training programmes, using feedback to make informed adjustments for future sessions
- Maintained accurate records of training attendance, completion rates, and participant feedback, supporting compliance and audit processes
- Oversaw the development of e-learning modules, making training more flexible and accessible for remote employees
- Led the onboarding process for new hires, providing them with the necessary tools and knowledge to start their roles successfully
- Negotiated with vendors to secure cost-effective training solutions, maximising the return on investment for learning initiatives
- Collaborated with department heads to align learning and development strategies with business objectives, improving overall performance
- Conducted thorough needs analysis to identify gaps in skills and knowledge, tailoring training solutions to meet specific requirements
- Championed diversity and inclusion within learning programmes, ensuring content was relevant and resonated with a wide audience
- Coordinated with external training providers to source specialised programmes, expanding the breadth of learning opportunities available
- Created a yearly training calendar that outlined all scheduled training events, aiding in organisational planning and employee development
- Developed and delivered innovative training programmes aligned with organisational goals, enhancing workforce skills and knowledge
- Calculated costs of training programmes to align with required budget
- Created engaging training materials, including presentations, handouts, and interactive sessions, to cater to diverse learning styles
- Managed training budgets effectively, optimising resource allocation without compromising quality of education
- Coordinated with department heads to identify training requirements, aligning development plans with business objectives
- Coordinated internships and apprenticeships, fostering talent development within the organisation
- Drafted weekly, monthly, and annual reports for management review
- Designed, managed, and conducted multiple training seminars
Lead Coach
JD
Derby, Derbyshire
09.2023 - 09.2024
- Assisted the People Development Manager in achieving organizational goals through effective training delivery and team management
- Served as the point person for day-to-day people concerns within the Operational Training Team, overseeing HR-related matters
- Creating comprehensive weekly and monthly training updates, plans, and data reports
- Support with site inductions, setting new starters on systems as well as delivery of First Aid inductions and managing E-learning system and results
- Streamlined operations by developing and implementing operational capabilities, along with delivering comprehensive training on processes and behaviours
- Support operational project delivery through facilitating training resource
- Developed and managed site standard operating procedures and training library
- Successfully completed various projects, including the creation and execution of proposals for implementing new processes on site
Training Officer
Frasers
Shirebrook, Derbyshire
07.2022 - 09.2023
- Took charge of managing the complete training process for Customer Service staff from on-boarding to ongoing development; handled design, development, coordination, and delivery of training initiatives
- Managed a small team of Trainers for synchronized and efficient delivery of training
- Collaborated with internal stakeholders to develop comprehensive and efficient training materials for complete staff acquisition of role-specific knowledge
- Conducted continuous analysis of business requirements, career pathways, and performance evaluations to identify employee training needs
- Established a system of Skills Matrix and Quality Controls to enhance daily collaboration with the CS Operational Team
- Developed a strong partnership with Quality and Management to identify trends pertaining to concerns, issues or improvement areas and successfully executed targeted training solutions
- Managed and planned training budget to maximize productivity opportunities
- Managed training team across multiple global sites including UK, Malaysia and South Africa
Sales Manager
Loaf
Nuneaton, Warwickshire
08.2021 - 07.2022
- Collected and analyzed sales rates, costs, and customer service metrics for the call centre
- Utilized effective strategies for maximizing productivity of diverse resources including people and technology
- Maintained exceptional Customer Service standards through hiring, coaching, and training of personnel
- Efficiently monitored quality to enhance ordering, telephone handling, and other procedures
- Led and supervised a team of sales professionals
- Generated reports to meet the needs of different departments as well as senior executives
- Enhanced team development skills
- Managed scheduling, resource allocation, and planning tasks
Quality Control and Customer Experience Analyst
TSYS
Coventry, West Midlands
09.2017 - 07.2021
- Addressed customer issues effectively
- Demonstrated problem-solving abilities by promptly escalating concerns to the appropriate technical staff
- Managed and maintained up-to-date customer records in the company database
- Oversaw and guided groups of newly hired employees for the duration of their initial 6-week period at the company
- Effectively monitored and enhanced both KPIs and behaviour management
- Implementing consistent monthly quality checks for CS staff
- Determined emerging trends, potential challenges, and effectively communicated risks to improve business performance
- Regularly analyzed data to create informative monthly reports for senior management
- Managed training programs to enhance customer satisfaction
- Collaborated with team leaders and managers to conduct calibrations, promoting a standardized level of quality throughout the department
- Proficiently handled the budgeting and financial management of Quality and CSAT operations
- Developed interactive initiatives that fostered team collaboration and boosted CS staff performance, leading to improved Quality and CSAT results
- Took proactive steps in analyzing customer feedback, implementing effective solutions to address concerns and mitigate potential risks
Manager
Greene King
Coventry, West Midlands
09.2015 - 07.2017
- Gained experience at multiple Greene King pubs throughout Coventry
- Managed all aspects of pub operations including opening and closing procedures, cash handling, and maintaining the main safe
- Demonstrated strong managerial skills in overseeing and leading a team
- Utilized organizational skills to streamline ordering process and track stock levels accurately
- Accomplished all mandatory training and earned APLH personal license with success
Supervisor
Hilton
Birmingham, West Midlands
11.2011 - 09.2015
- Successfully closed shifts by handling all paperwork requirements and conducting accurate calculations for PDQ reports, MICROS reports, and daily tracker reports
- Optimized task allocation and break schedules for improved workflow
- Proven ability to effectively handle unexpected events, exemplified by successfully managing a delayed flight and attending to the needs of several hundred additional guests
- Consistently achieved positive outcomes in resolving guest challenges
Skills
- Customer Service
- Coaching and mentoring
- Behaviour management
- Organisation
- Presentation skills
- Analytical mind
- Results-focused
- Performance evaluation
- Team player
- Data confidentiality
- Training and Development
- Project Management
- Training development
- Forecasting ability
- Data Entry
- Zendesk
- Papaya
- TS2
- MS Office
- Prophit
- NICE
- Verint
- Horizon
- NAV
- Manhattan
- Complaint handling
- Stock management
- Effective communication skills
- Excellent timekeeping
- Excellent telephone manner
- Team Leadership
- Staff recruitment
- Change management
- Team motivation
- Training evaluation
- Proficiency in elearning platforms
- Development metrics analysis
- LMS software proficiency
- Employee engagement
- Programme implementation
- Training delivery
- Training budget management
Certification
- 01/01/13, Successfully completed Leadership 1 Programme at Hilton Birmingham Metropole
- 03/01/15, Successfully completed Operational Excellence - The 4 Disciplines of Execution Course
- 04/01/16, Completed APLH training and gained appropriate certification
- 06/01/17, Care Certificate Training and Medication
- 01/01/20, Team Manager Apprentice Program
- 01/01/22, First Aid Course
- 01/01/24, First Aid Course
- 01/01/25, IOSH Managing Safely
- 01/01/25, First Aid Train The Trainer Course
Affiliations
- Reading books
- Cooking and Baking
- Collecting various items
- Watching Horror Movies
- Walking in Nature
Languages
Polish
Native
English
Fluent
German
Elementary
References
References available upon request.
Timeline
Learning and development coordinator
YMCA
09.2024 - 03.2025
Lead Coach
JD
09.2023 - 09.2024
Training Officer
Frasers
07.2022 - 09.2023
Sales Manager
Loaf
08.2021 - 07.2022
Quality Control and Customer Experience Analyst
TSYS
09.2017 - 07.2021
Manager
Greene King
09.2015 - 07.2017
Supervisor
Hilton
11.2011 - 09.2015
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