Roxana Hlodec

In this role I am helping our leaders to develop and supporting them to create high performing teams by using Agile methods and practices. My main focus is to design and deliver leadership development programs for new and existing leaders, to managing leadership development initiatives including planning, stakeholder management, program design, program delivery, evaluation and sustainment.

Responsible for all projects of operative and strategic relevance in the global Customer Service - Training & Design team

In charge of talent management, succession planning, performance appraisal cycles, employee engagement, development programs, technical certifications, compensation & benefits and other HR activities for over 300 IT Operations employees  Effectively reduced hiring costs by 20% in 2013 through an internal promotion rate of 75% vs. the targeted 60%  Successfully coordinated the technical certification program  Properly reassigned 90% of the redundant workforce in efficient roles

 Reduced the learning curve by 2 weeks through the implementation of a training progress tracking tool and also through the improvement of the new employees induction training  Successfully implemented a system for standard operating procedures, centralization and mechanism review

 Lead the department through a period of organic growth and managed the induction of 300 employees  Reduced the yearly training budget by 15% through the development of internal subject matter experts to leverage internal training resources and promote the transfer of knowledge among colleagues  Coordinated the external certifications for the Finance and Accounting departments with a 25% penetration rate

 Increased revenue by 15% by adding 2 new languages, Polish and Czech, to the service desk  Received 100% positive customer feedback (Net promoter score)  Managed a multilingual team of 30 associates, offering around the clock support in 11 languages for 40.000 users

- Taking calls on English and German language, handling emails/ web cases for IT related issues - Troubleshooting IT problems (Internet Explorer, Networking, Lotus Notes, Outlook, VPN) - Manage several Information Security systems including SupplyNet, Cognos, Lotus Notes (User Maintenance)