Agnieszka Sochanska

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients (resellers, distributors, partners)
• Providing administrative, pre and post sales support, managing customers’ expectations
• Managing multiple accounts.
• Skilled at working independently and collaboratively in a team environment.
• Conducted training and mentored team members to promote productivity and commitment to friendly service

• Pre and Post Sales customer care - technical, educational, administrative
• Technical support via email, phone and remote sessions (Windows, Exchange, Office 365 environments as well as basic HTML, product related help)
• Being first point of contact for existing and potential customers from over 110k companies, 140 countries, including high profile customer such as Facebook, Caesars Entertainment, Unicef or plethora of government agencies
• Supporting HR Manager in recruitment process, conducting 1st step of recruitment (english language skills verification via phone conversation)
• Close cooperation with other departments (developers, technical writers, quality assurance) resulting in consistent improvements of services, products and website (based on a customer and team feedback)
• Managed time efficiently in order to complete all tasks within deadlines

Achievements - multiple industry awards and recognition for outstanding Customer Service, including:

• Finalist in the Best Customer Service category of the International CX Awards 2022
• 2022 International Business Awards (Stevie Awards) winner - Customer Service Department of the Year
• Microsoft 2020 Partner of the Year: Customer Experience Award Finalist
• Multiple recognitions from services such as G2, TrustRadius etc.

• Managing team of technicians (so called Genius team) in terms of appointments, workload and re- sources (project managing) and customer interactions
• Responsible for customers’ relations (dealing with customer interactions over the phone and in person – repairing relationships, advising, educating, pre and post repair care, troubleshooting, solution finding, logging escalations)
• Responsible for the Technical Support Department on an operational and administrative level
• Supporting Family Room staff on daily basis
• Rolling out new system features (using Apple internal CRM systems), quality programs etc
• Providing technical support and know how to new and existing staff (coaching, identifying needs and opportunities, delivering feedback)
• Responsible for inventory (ordering, checking, assigning) necessary for the technical support
• Providing analytical support to the management team in terms of productivity, workload, requirements etc
• Mentor role to new and existing members of staff, including fellow Admins
• Responsible for admin team scheduling (KRONOS)
• Managed time efficiently in order to complete all tasks within deadlines.

• Being part of 3 people team of Lead Cashiers - being responsible for in store cash office – opening and closing store, banking, finances, refunds, exchanges, customer’s queries and complaints, till investigations etc
• In charge of in store financing services with Barclays – training, overseeing, assisting and being a point of contact for all customers’ and staff queries
• Coaching and supporting employees regarding procedures and financial operations on the shop floor
• Working closely with Operational Managers and Back of House teams to ensure all procedures and policies are in places
• Building relations and being point of contact with Non End Users
• Building relations with other departments within the store and company itself
• Supporting other departments within the store with daily operations (POS systems, Stock Control
• Investigations, Customer Complaints etc)
• General customer service tasks (delivering exceptional customer service to customers, assisting them in entire process of sales, providing information etc.)
• Managing Accessories and Essential section in store (VM, loss prevention, stock levels, customer service, sales)
• Key supporting role during new product launches (pre and post launch)
• Being a part of New Store Opening team for Stratford City location
• Additional roles:
• Support Leader on the Floor – supporting management team in running sales floor during holiday and peak hours
• Mentor” role –responsible for training and development of new and existing employees, delivering training and coaching in daily basis, facilitating training sessions for employees;
• Developed and maintained courteous and effective working relationships.

• General customer service tasks, delivering exceptional customer service to visitors across entire site
• Supporting line manager and Head of Department in driving sales by influencing KPI’s (ATV drivers
• Conversion, Mystery Shopper results etc.)
• Acting as Deputy Retail Manager when necessary
• Managing and supporting three permanent on site retail outlets and couple mobile units during peak season
• Supporting Admissions department in daily tasks
• Leading and supporting team on average 10-12 people (up to 25 during peak season)
• Coaching and supporting seasonal employees
• Responsible for daily administration tasks – payroll, rosters, daily safe/cash checks, updating Head of
• Department on current sales figures
• Responsible for till operations - cash handling, procedures, till irregularities investigations etc
• Building relations with other departments – buying and merchandising, HR, Marketing, Catering and hospitality, Memberships department etc..

• Delivering outstanding customer service to all visitors (internal and external alike), leading by example
• Supporting Senior Management team in driving sales by influencing KPI’s (ATV drivers, Conversion
• Mystery Shopper results etc.)
• Leading, coaching and supporting floor team of average 25 people on a daily basis
• Responsible for supervising till operations – cash handling, procedures, till irregularities investigations etc
• Administration work such as payroll, weekly/daily rotas, sales reviews, staff reviews
• Reporting to relevant floor/store managers (till shorts/ overs , labour hours, budgets etc.)
• Building relationships with Buying and Merchandising department
• Building and maintaining relationships with concessions (including San Rio, Tantrum, GAME, Red 5, LEGO)
• Managing and assisting in recruitment and selection process
• Managing and maintaining floor’s all personnel files and other records (lateness, absence, holidays etc.)
• Worked well in team setting, providing support and guidance.

• Key responsibilities
• Daily activities such as customer service, answering calls, dealing with customers enquiries
• Managing administration task like daily/weekly rotas
• Responsible for own area of department – VM, checking availability and selection of lines, stock control etc
• Opening and closing floor, responsible for till operations
• Supporting management team in leading/coaching floor staff and driving sales figures
• Helping other departments (Cash office, Customer Service, VM department, Events)
• February 2008 – setting up the Hamleys store in HOF- Belfast
• September 2007 – part of a team setting up and opening the Hamleys stores in House of Fraser branches on Oxford Street and in Edinburgh, Glasgow, Birmingham and Manchester (VM, training and managing new members of staff)