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Paulina Gradzka

@paulinagradzka

Functional Analyst at Almaviva de Belgique who supported the rollout of EEAS’s in-house document management application.

Belgium

Message

At Almaviva de Belgique, I worked with an Agile team developing and rolling out an in-house document storage and management application for EEAS and affiliated institutions. I gathered and clarified requirements, then translated operational needs into application changes.

I investigated application issues and provided functional and technical support using ServiceNow and Hello Admin. I also carried out end-to-end testing, reviewed defects and user feedback, and supported release readiness and rollout planning.

At Bandwidth (Voxbone), I managed customer accounts and operational requests, including checking customer information and supporting documents during onboarding and account maintenance. I investigated data gaps and supported improvements to customer data validation and operational workflows.

Earlier, I worked across mortgage operations, compliance and complaints at Metro Bank, Lloyds Banking Group, Allianz, Nationwide Building Society and Barclaycard. My work included KYC checks, complaint investigations and quality reviews, as well as supporting analyst training and coaching.

Experience

Work history, roles, and key accomplishments

Functional Analyst & Business Analyst

Almaviva de Belgique

Dec 2022 - May 2025 (2 years 5 months)

Worked within an Agile team developing and rolling out an in-house document storage and management application for EEAS and affiliated institutions. Gathered and clarified business and user requirements, provided functional and technical support, and carried out end-to-end testing.

Agile Requirements Gathering Stakeholder Management ServiceNow Admin Jira Confluence Application Testing Documentation

Account Manager & Operations Specialist

Bandwidth

Oct 2021 - Dec 2022 (1 year 2 months)

Managed customer accounts and operational requests, coordinating with international business partners and internal teams. Performed KYC checks, investigated data inconsistencies, and supported improvements to validation and operational workflows.

Account Management KYC Customer Due Diligence Quality Assurance Process Improvement Data Validation

Mortgage Operations Specialist

Metro Bank

Nov 2016 - Jan 2021 (4 years 2 months)

Coordinated mortgage applications from receipt through processing, reviewing customer information and supporting documents. Performed customer due diligence and KYC checks, liaised with brokers and internal teams, and maintained accurate records.

Mortgage Processing KYC Customer Due Diligence Fraud Detection Stakeholder Management Record keeping

Compliance Analyst & Deputy Team Leader

Lloyds Banking Group

Feb 2015 - Aug 2016 (1 year 6 months)

Reviewed and analysed customer complaint cases against regulatory requirements and internal procedures. Supported deputy team leadership, including onboarding, coaching, and training analysts, and performed quality reviews.

Compliance Complaint Investigation Quality Assurance Team Leadership Coaching Training Regulatory Compliance

Insurance Analyst

Allianz

Mar 2014 - Nov 2014 (8 months)

Investigated insurance complaints and reviewed supporting information, documenting findings and outcomes. Supported quality assurance and worked with colleagues on process and customer journey improvements.

Insurance Complaint Investigation Quality Assurance Process Improvement Documentation

Mortgage Operations Specialist

Nationwide Building Society

Apr 2013 - Oct 2013 (6 months)

Processed mortgage applications and performed customer onboarding, KYC, and fraud-related checks. Reviewed applicant information, followed up on missing documents, and escalated concerns to relevant teams.

Mortgage Processing Customer Onboarding KYC Fraud Detection Customer Service

Complaint Analyst

Lloyds Banking Group

Jan 2013 - Mar 2013 (2 months)

Investigated customer complaints by reviewing case evidence, customer records, and relevant policies. Documented decisions and communicated with colleagues to resolve cases within procedural and regulatory deadlines.

Complaint Investigation Regulatory Compliance Documentation Communication Skills

Payment Protection Insurance Analyst & QA

Barclaycard

Jul 2011 - Dec 2012 (1 year 5 months)

Investigated and resolved PPI complaints, reviewing customer records and communicating outcomes. Took on quality assurance and training responsibilities, reviewing case work and providing feedback to analysts.

PPI Complaint Investigation Quality Assurance Training Feedback