Summary
Overview
Work History
Education
Skills
Timeline
Generic
Aneta Lukasiewicz

Aneta Lukasiewicz

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

Overview

9
9
years of professional experience

Work History

Customer Operations Analyst / Compliance Support

MoonPay
06.2022 - Current
  • Contact customers via email and chat channels to answer questions about payments and account verification queries about their crypto purchases, sales, and account verification.
  • Collecting feedback from customers and cooperating closely with other departments to solve issues raised
  • Responsible for conducting KYC and EDD reviews.
  • Improving the processes for the Customer Operations team on KYC and EDD reviews

Customer Support Representative

H&M ・
01.2021 - 07.2021
  • Contact with customers by phone, email and chat to provide information about products, orders, claims
  • Keeping records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Collecting feedback from customers and cooperating closely with other departments to implement new solutions and improve customer experience
  • Active team member of the Inclusion & Diversity team where I am preparing articles on various topics as well as work on implementation of engaging fun activities for teams during remote work meetings.

Customer Support Manager

NEKKRA UG・
10.2019 - 06.2021
  • Responsible for answering customers of Image Optimization SaaS (www.kraken.io)
  • Chat and email contacts regarding various queries such as payments , issues related API implementation, tool usage, its benefits and installation
  • Implemented structure and organization on how the incoming tasks in Zendesk are handled, improving the processes
  • Managed customer service effectiveness by monitoring performance and assessing metrics.

Compliance Support (2nd Line Support)

PAYPAL・
04.2016 - 01.2019
  • Customer care over email and phone for the Polish Market as well as Greater Europe
  • Resolving customers' service queries by performing activities such as handling claims and disputes
  • Completed training on fraud prevention in the area of online payments
  • I worked as a senior advisor in the Compliance department (KYC/KYB) for Greater Europe Markets and worked in a Team as point of contact between my Team and the compliance department by sharing reminders, providing feedback and coaching in the area of Compliance issues
  • Trained new employees and provided shadowing to ensure compliance guidelines are followed properly.

Reservations Agent

NOVOTEL ・
01.2015 - 11.2015
  • Close cooperation with booking portals and travel agencies
  • Contacting housekeeping or maintenance sta when guests reported problems
  • Recording guest comments or complaints, referring customers to managers as necessary
  • Arranging tours, taxis, or restaurant reservations for guests.

Education

Bachelor - Public Administration

University of Economics And Human Sciences
Warsaw
07.2023

Skills

  • Corrective Action Planning
  • Active Learning
  • Process Improvement
  • Policy Improvements
  • Analytical Thinking
  • Customer Service
  • Quality Assurance Controls
  • Computer Proficiency
  • Problem-Solving Skills
  • Polite Communication Skills

Timeline

Customer Operations Analyst / Compliance Support

MoonPay
06.2022 - Current

Customer Support Representative

H&M ・
01.2021 - 07.2021

Customer Support Manager

NEKKRA UG・
10.2019 - 06.2021

Compliance Support (2nd Line Support)

PAYPAL・
04.2016 - 01.2019

Reservations Agent

NOVOTEL ・
01.2015 - 11.2015

Bachelor - Public Administration

University of Economics And Human Sciences
Aneta Lukasiewicz