Summary

Overview

Work History

Education

Skills

Timeline

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

years of professional experience

Work History

Customer Operations Analyst / Compliance Support

MoonPay

Remote

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・

BERLIN

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.