Open to opportunities

Kinga Napierała

@kinganapieraa

Message

Dynamic operations leader driving digital transformation and customer experience.

Spain

Message

What I'm looking for

I seek a role that fosters innovation and values data-driven decision-making, with opportunities for growth.

I am a dynamic operations leader with over 7 years of experience in driving scalable, tech-enabled operational strategies across global markets. My proven track record includes leading cross-functional teams, implementing automation solutions, and enhancing customer experience and cost-efficiency. I excel at translating data insights into actionable process improvements, ensuring that organizations can thrive in high-growth, international environments.

Currently, I serve as the Customer Success & Performance Manager at Angel Technology SL, where I spearhead operational performance across European markets. My accomplishments include reducing average ticket handling time by 58% and developing Power BI dashboards that are now integral to strategic planning at the executive level. I am fluent in Spanish, English, and Polish, which allows me to effectively communicate and collaborate in diverse settings.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Performance Manager

Current

Angel Technology SL

Oct 2024 - Present (7 months)

Spearheaded operational performance across European markets for a tech-driven aligners platform, driving improvements in customer experience, ticket resolution, and cross-team alignment. Led the design and implementation of real-time KPI dashboards, driving data-based decisions at the executive level and enabling strategic improvements across onboarding, logistics, and support. Reduced average tic

KPIs Power BI SQL Data Driven Decision Making Process Optimization Report Automation CRM System Troubleshooting

Order-to-Delivery Customer Experience Manager

Unilever Sverige

Mar 2023 - Feb 2024 (11 months)

Directed customer success along with order-to-delivery operations across Nordic countries, managing a team of 8 senior specialists and supporting over 60-80 FTEs indirectly. Owned the execution of key CX improvement initiatives, driving SLA compliance and implementing data-backed strategies to optimize customer satisfaction and internal service delivery. Boosted SLA compliance from 87% to 96% in u

Customer Experience Management SLA Team Leadership Workflow Automation Service Design

Order-to-Cash Team Lead

Unilever Poland / Genpact Services

Oct 2021 - Mar 2023 (1 year 5 months)

Led O2C operations (up to 19 FTEs) across European markets, overseeing pricing, financial controls, and team development. Acted as a key point of contact for senior stakeholders, coordinated SAP system enhancements, and drove measurable process improvements across functions. Reduced pricing errors and compliance risks by leading system upgrade rollouts, saving €8M+ annually through process redesig

Team Leadership Financial Control System Enhancements Process Improvement Stakeholder Management Compliance Risk Management SOP Development

Pricing Master Data Specialist

Unilever Poland / Genpact Services

Jan 2019 - Oct 2021 (2 years 9 months)

Provided subject matter expertise for bill-to-cash operations and pricing data across European markets, maintaining 100% pricing accuracy in SAP for Spain. Co-led "PowerQuest" (Scrum) and "High Radius" (Lean) initiatives, reducing 2.4 FTE and saving €1M+ annually. Developed a scalable KPI dashboard in Power BI, later rolled out across multiple markets.

SAP Scrum Power BI