Nethone

Customer Success Manager

Teemyco

- Leading the Customer Success and Customer Support departments
- Ensuring low churn rate and growing revenue within existing customer base
- Maintaining good relationship with the virtual office clients and building a community, where ideas could be put into action
- Bringing the customer voice to the table and driving the user centric approach in product development
- Leading User Interviews and providing qualitative analysis in order to make product more delightful to all clients
- Acting as a Key Account Manager and ensuring that product adapts to the needs of big accounts

Customer Success and User Insights Lead

- Leading the Customer Support department in a global start-up SaaS solution
- Indicating and analyzing technical issues occurring in the product
- Leading product demos to the new clients and user interviews with existing customers
- Combining and presenting insights based on data and the user sentiment towards the product - improving user satisfaction
- Acting on all sorts of incoming communication, including general questions around the virtual office solution, technical issues, feature requests and more

Head of Customer Support

Amigo Loans

- Supporting customers contacting Complaints Department - mostly Irresponsible Lending inquiries 
- Managing customers expectations in regards to raising complaints, complaints journey, refund time frames, etc.
- Position taken after moving back to Bournemouth (United Kingdom) during pandemic

Customer Ambasador

Netflix

- Gathering and analyzing customer feedback using variety of qualitative and quantitative methodologies
- Listen and analyze call recordings
- Read and analize chat and call transcripts 
- Use and develop metrics dashboards in Tableau to detect subsets of Customers Service contacts to analyze across regions, languages and customers segments
- Conduct individual and group interviews with Customer Service agents to surface additional qualitative insights and improve usability of Customer Service tools 
- Communicating actionable insights and trends via written summaries and regular syncs with the team
- Write up findings from contact analysis into memos in business English that contain executive summaries and detailed and coherent analysis
- Participate in regular syncs with CX Analyst peers and other members of the team to share status updates, findings and best practices

Customer Experience Analyst

- Providing exceptional customer service in a non-scripted world to get members back to streaming in English and Polish
- A fast-paced and high-performance work environment
- Give and receive performance feedback with teammates and Supervisor regularly

Bilingual Customer Service Representative - Polish/English

Richmond Group

- Managing the Team of 10
- Being responsible for the recruitment process
- Delivering the training for new employees joining Collections Team
- Motivating and educating Collections Agents through the coaching sessions
- Call monitoring and feedback for existing agents to make sure the Call Quality is up to standard
- Analysing and providing feedback around statistics to the Collections Agent
- Creating Processes around Collections suitable to the business needs
- Meeting deadlines, attending meetings and reporting to the CEO of the company

Collections Manager - Polish

- Joined the fast growing startup company (Polish market)
- Managing phone calls from Polish customers in arrears
- Making sure that work is effective by less customers entering the Collections Department 
- Creatively looking for the solution for the individual customers
- Making sure to meet the Audit Guidelines set by the company
- Making sure that time at work is productive
- Providing coaching sessions for the existing agents due to the previous experience

Collections Agent - Polish

Conduent

- Quality assessing of English and Polish agents
- Monitoring and ensuring quality standards are being met
- Leading, motivating, and developing the team of 25
- Effectively managing their performance
- Providing coaching and feedback on a weekly basis
- Performance reviews
- Collecting and analysing coaching data
- Setting actions and expectations
- Monitoring team and individual productivity
- Preparing training materials and delivering training around processes and soft skills
- Calibrating with the client
- Making sure that agents are meeting their monthly KPI target

Quality Assessor

- Technical support in Polish and English language for the customers
- Professionally dealing with their complains
- Support and coaching for Polish speaking agents
- Language assessments over the phone, checking written and speaking skills of candidates in English and Polish
- Keeping great performance and statistics
- Getting knowledge about the call-centre technology and telephony systems
- Self-motivated by successfully meeting customer needs, on a daily basis

Technical Support Agent

Dorney Park & Wildwater Kingdom

- Employee on work and travel programme in amusement park in Pennsylvania, US
- Taking care of safety and comfort of park's guests
- Coaching of new employees
- Work in international environment

Operator

Orange

- Work for one of the biggest network providers in Poland
- Support over the phone for individuals and business customers
- Interviews over the phone with new employees
- Support and coaching for new agents

Dynamic and reliable, I am a seasoned professional in customer success and user insights. Starting in technical support, I've honed my skills across various roles, leading teams, ensuring quality standards, and fostering continuous improvement. My work across the UK, Netherlands, Sweden and Poland showcases my adaptability and cultural competence.

Currently, as a Customer Success and User Insights Lead, I drive customer satisfaction through data-driven insights and effective relationship management. I'm a bilingual professional (English and Polish), experienced in recruitment, training, and performance management. Open to remote opportunities, I'm committed to enhancing customer experience through digital transformation.

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