Pawel Lagosz
Glasgow,Lanarkshire
Summary
Adaptable, confident and upbeat Advanced Customer Expert with proven people, stakeholder and process improvement skills, I’ve been working as trainer in Aviva for several years. I work efficiently, unsupervised and as part of a team. Diligent and a fast learner, I have excellent organisational skills, exceptional work ethics. Teacher by profession and very keen to learn new skills, I'd like to contribute to Aviva as a Digital Knowledge Consultant.
Overview
11
11
years of professional experience
Work History
Advanced Customer Expert - Grade C
Aviva Operations, Glasgow
Glasgow
2015.02 - Current
- Provided outstanding customer service to customers.
- Collaborated with teams and leaders to find solutions to customer problems.
- Recorded and investigated errors, analysed root causes, and retrained colleagues to avoid recurrence.
- Worked in Quality Assurance Team
- Developed and implemented several improvements within the team and beyond.
- Prepared procedure guides, presentations, and training schedules for the purpose of training new members of staff in the UK and India.
- Have led training and supported trainers for our offshore partner in India as part of Project Rome, 2023–26.
- Successfully completed the Aviva In-House Leadership Programme, 2023–24.
Platform Change Consultant - Grade C (Secondment)
Aviva Change Team, York
York
2024.05 - 2025.03
- Worked with the Aviva Regulatory Project team and delivered a key regulatory change: Sustainability Disclosure Requirements and Investment Labels.
- Fostered a close rapport with the test team while following the change team delivery framework to ensure the correct customer outcomes.
- Assisted with, as well as communicated, change release positions to stakeholders, and provided updates during scheduled team meetings or on an ad hoc basis.
- Worked with the Operations and Knowledge Team to ensure that service teams are aware of the regulatory change impact as part of the business readiness activity.
Education
MA (Honours) - English Language
University of Glasgow
Glasgow, Scotland, United Kingdom2011-01
BA - Teaching English
University of Maria Sklodowska Curie
Lublin, Poland2004-01
Skills
- Excellent organisation, administration, and planning
- Extensive experience of platform processes, procedures, and standards
- Proficient in using Microsoft Office and Windows operating systems
- Outstanding interpersonal and communication skills
- Change and process improvement
- Stakeholder engagement
- Full clean UK driver's licence B category
- Languages: Polish and English
References
References upon request
Hobbies and Interests
Current affairs, reading, languages, film, music, theatre, running, cooking, travelling
Timeline
Platform Change Consultant - Grade C (Secondment)
Aviva Change Team, York
2024.05 - 2025.03
Advanced Customer Expert - Grade C
Aviva Operations, Glasgow
2015.02 - Current
MA (Honours) - English Language
University of Glasgow
BA - Teaching English
University of Maria Sklodowska Curie