Angelika Poplonska
Lodz,10
Summary
Professional with strong background in customer engagement and satisfaction. Proven track record in quality communication (NPS>80%) and enhancing customer experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Agent
eyerim s.r.o
02.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Monitored customer feedback to identify areas of improvement in customer experience.
Specialist for building customer engagement (Chat Support)
mBank S.A.
06.2019 - 12.2021
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Streamlined chat support processes for improved response times and increased customer retention rates.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Conducting informative presentations and workshops.
- NPS always over 80%, with around 100 conversations per day.
Interior Designer
Freelancer
06.2016 - 06.2019
- Designed floor plans, elevations, 3D perspective views and material boards for review and presentation
- Selected and sourced materials, furniture, and accessories for aesthetically pleasing spaces.
- Developed comprehensive design concepts through sketches, renderings, and 3D models.
Education
Postgraduate Studies - Customer Experience Management
Kozminski University
Warsaw06-2025
Course - Coach ICF
Coach School Meritum
Warsaw, Poland10-2021
Bachelor degree - Interior Design
Academy of Fine Arts
06.2016
Skills
- Main talents according to the Gallup test: WOO, Communication, Individualization, Visionary, Interdependence
- Call center experience
- Transaction processing
- Sales transactions
- English fluency
- Translation and interpretation services
- Problem-solving skills
Accomplishments
- NPS above 80% with approximately 100 customer interactions per day.
- Conducting customer service quality workshops for co-workers
- Winning a development competition organized by the employer
- Working in Agile and Scrum systems
Certification
- Design Thinking Fundamentals, 10/01/21, 70891/2021
- Coaching Course Coach ICF, 06/01/21
- Copywriting Masterclass, 11/01/21
- AgilePM Foundation, 01/01/22
- AgilePM Practitioner, 01/01/22
Languages
Polish
Native language
English
Upper intermediate
B2
Conventions and workshops
- ACN International Business Convention with Donald Trump and Darren Hardy / Barcelona 2011
- Confidence Arithmetic - 7-element method for building self-confidence with Sebastian Kotów, Fryderyk Karzełek and Brian Tracy
Training and certificates
Training:
- ACN International Business Convention with Donald Trump and Darren Hardy / Barcelona 2011
- Confidence Arithmetic - 7-element method for building self-confidence with Sebastian Kotów, Fryderyk Karzełek and Brian Tracy 2022
Certificates:
- AgilePM Foundation 2022 / InProgress
- AgilePM Practitioner 2022 / InProgress
- Design Thinking Foundation 2021 / InProgress
- Managing a Customer Service Team / Linkedin
- Using Assessments to Hire Customer Service Reps / Linkedin
- Customer Service Leadership . Linkedin
- Customer Experience Leadership / Linkedin
Timeline
Customer Experience Agent
eyerim s.r.o
02.2022 - Current
Specialist for building customer engagement (Chat Support)
mBank S.A.
06.2019 - 12.2021
Interior Designer
Freelancer
06.2016 - 06.2019
Bachelor degree - Interior Design
Academy of Fine Arts
Postgraduate Studies - Customer Experience Management
Kozminski University
Course - Coach ICF
Coach School Meritum
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