Magdalena Sobczak
London
Summary
Strategic Team Leader with a proven record of delivering business objectives by shaping high-performing cultures. Skilled in empowering talent through focused coaching, development, and personalised feedback. Applies curiosity and emotional intelligence to interpret diverse motivations and build psychological safety. Combines hands-on HR experience and people management, supported by CIPD insights to drive engagement, performance, and retention.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work history
Team Leader
TikTok
London
04.2021 - 12.2025
- Drove 15% KPI improvement by empowering team members through clear goal-setting, upskilling, tailored action plans, and weekly performance checks, embedding accountability and continuous learning.
- Led successful change management initiatives during business transitions to new quality and efficiency metrics by providing clear communication, targeted coaching, and data insights to mitigate resistance and sustain consistent performance growth.
- Facilitated open discussions and stress management strategies for the Ukrainian content moderation team to promote well-being during challenging times.
- Managed sensitive ER investigations by conducting impartial fact-finding and evidence analysis to deliver compliant, timely recommendations that upheld organisation standards.
- Develop future leaders and succession capability by mentoring colleagues, sharing the operational excellence framework and best practices for building high-performing teams, and supporting internal progression.
- Provided comprehensive onboarding training to reduce the learning curve for new hires.
CS Training & Quality Advisor
Booking.com
London
05.2015 - 11.2020
- Supported end-to-end launch of a new Customer Service site, achieving full operational readiness within 6 months, while recruiting and onboarding the T&Q team.
- Delivered measurable quality improvements through consistent data analysis and root cause investigation, tailoring monthly quality calibration to increase CSAT from 88% to 92% (Phone) and 85% to 92% (Non-phone).
- Led targeted security initiative that elevated site’s compliance score from 93% to 98%, successfully hitting global performance benchmarks and mitigating organisational risk.
- Facilitated DICS personality assessment workshop, resulting in increased peer-to-peer feedback and more effective cross-functional communication.
- Developed robust documentation systems, leading to enhanced traceability and accountability.
Education
CIPD Level 5 in People Management - People Management
Avado
London 09.2024 - 12.2025
Master of Science - Russian Philology
Jagiellonian University
Krakow 10.2007 - 01.2013
Diploma of Higher Education - Pedagogy
Jagiellonian University
Krakow 10.2012 - 06.2013
Skills
- Change management experience
- Conflict management
- Knowledge of employment laws
- Communication skills
- Team building
- Emotional intelligence in leadership
- Performance metrics monitoring
- Results-Oriented leadership
- Content moderation
- Disciplinary action procedures
- HR policies knowledge
- Microsoft Excel
- Goal-setting expertise
- Cross-functional stakeholder management
Languages
Polish
Native
Russian
Upper intermediate
Timeline
CIPD Level 5 in People Management - People Management
Avado
09.2024 - 12.2025
Team Leader
TikTok
04.2021 - 12.2025
CS Training & Quality Advisor
Booking.com
05.2015 - 11.2020
Diploma of Higher Education - Pedagogy
Jagiellonian University
10.2012 - 06.2013
Master of Science - Russian Philology
Jagiellonian University
10.2007 - 01.2013