Agata Lipniak
Summary
Proactive and dynamic problem-solver with a passion for elevating customer experiences and driving success. Skilled in building strong client relationships, improving business processes, and creating tailored solutions to meet customer needs. Recognized for collaborative approach, creative strategies, and strong customer focus. A writing geek who is passionate about clear and effective communication.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
SmartRecruiters
09.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained CSAT score of 9.6+ consistently.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
Customer Onboarding Associate
Ecovadis
03.2023 - 04.2023
- Have finished own onboarding in 2/3 required time.
Creative Copy & New Business Developer
Raymunda Boho
08.2021 - 11.2022
- Revamped copy for company's website, increasing conversions by 20%
- Improved user engagement by over 30% on Instagram
- Introduced online and social media selling techniques increasing company's sales by 40%.
Pub & Shop Manager
The Swan
12.2019 - 05.2021
- Managed over 150 covers daily
- Came up with strategy to promote pub, which increased its turnover by 30% during lockdown
- Organized charity event that raised 100% of funds needed.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Customer Support Representative
Uber
11.2017 - 12.2019
- Maintained CSAT rate of 95% for 2019
- Carried out retention campaign with unsatisfied customers, convincing 20% of them to keep using app
- Created new onboarding project by setting up and monitoring pilot group, which was implemented as company's new onboarding process
- Served 100+ customers in one shift during sales campaign and turned 80% of them into actual clients.
Project Associate
Exclusive Event
10.2016 - 05.2017
- Simultaneously handled 3 events on same day
- Successfully maintained and updated database of subcontractors and artists, making it 50% easier to reach out for specific events
- Kept simultaneous projects on schedule, during particularly busy season.
- Monitored project progress, identified risks and took corrective action as needed.
Education
Master - Psychology in Management
Uniwersytet Jagielloński
KrakówBachelor - Journalism and Social Media
Krakowska Akademia
KrakówCourse - International Tourism Management
Middlesex University
LondonFront-end Developer - undefined
Antrax Kraków
Flutter - undefined
Adam Smaka
The science of well-being - undefined
Yale University
Course - Sales
Boundless University
Skills
- HTML/CSS
- Zendesk/Salesforce/Jira/Slack
- WordPress
- Business processes improvements
- Marketing / brand strategy
- Building customer trust and loyalty
- Website/blog/creative copy
- Sales presentations
- Report generation/ Power BI
- Customer service excellence
- Data management
Languages
Polish, English
Native language
Timeline
Customer Support Representative
SmartRecruiters
09.2023 - Current
Customer Onboarding Associate
Ecovadis
03.2023 - 04.2023
Creative Copy & New Business Developer
Raymunda Boho
08.2021 - 11.2022
Pub & Shop Manager
The Swan
12.2019 - 05.2021
Customer Support Representative
Uber
11.2017 - 12.2019
Project Associate
Exclusive Event
10.2016 - 05.2017
Master - Psychology in Management
Uniwersytet Jagielloński
Bachelor - Journalism and Social Media
Krakowska Akademia
Course - International Tourism Management
Middlesex University
Front-end Developer - undefined
Antrax Kraków
Flutter - undefined
Adam Smaka
The science of well-being - undefined
Yale University
Course - Sales
Boundless University
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