Barbara Kozłowska
Kraków
Summary
Detail-oriented Data Classification Analyst with 4+ years of experience in trust & safety, content moderation, customer support, and incident management. Skilled in handling escalations, policy enforcement, and cross-functional collaboration in fast-paced, remote environments. Certified in compliance, blockchain, AI, and Microsoft tools. Adept at analyzing complex issues, implementing process improvements, and delivering clear communication to technical and non-technical audiences. Passionate about online safety, cybersecurity, and continuous learning.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Data Classification Analyst
SoftServe
04.2023 - Current
- Review and classify sensitive data according to policy and compliance requirements, ensuring accuracy and consistency across projects.
- Handle escalated Jira tickets, investigate technical and procedural issues, and coordinate with engineering teams for resolution.
- Produce detailed incident reports and maintain structured documentation to improve response workflows. Produce detailed incident reports and maintain structured documentation to improve response workflows.
- Collaborate with cross-functional teams using Slack and Google Workspace to ensure efficient communication and resolution.
Customer Service Representative
OANDA
10.2022 - 04.2023
- Delivered multi-channel support to clients, resolving complex account and technical issues.
- Guided customers through troubleshooting steps, improving first-contact resolution rates.
- Maintained high CSAT scores through empathy-driven and timely responses.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Content Reviewer
Genpact
08.2020 - 08.2022
- Reviewed and actioned 1000+ user-generated content reports weekly, ensuring compliance with safety and quality standards.
- Conducted investigations into harmful content, scams, and policy evasion tactics.
- Assisted with appeals processes, ensuring fairness and adherence to community guidelines.
Client Experience Representative
Pekao Bank
08.2019 - 08.2020
- Served as first point of contact for new and existing clients, providing account support and issue resolution.
- Managed onboarding processes, ensuring smooth transitions and client satisfaction.
Education
Bachelor of Arts - English Philology
Andrzej Frycz Modrzewski University
Kraków (Part-time)07-2028
Skills
- Trust & Safety – Content moderation, user escalation handling, policy enforcement
- Customer Support – Technical troubleshooting, CRM/ticketing systems, SLA management
- Cybersecurity-Adjacent Skills – Threat evaluation, incident reporting, data classification
- Tools & Platforms – Jira, Zendesk, Slack, Talos Intelligence, Google Workspace, MS Office
- Soft Skills – Analytical thinking, clear communication, problem-solving, process improvement
- Languages – Polish (Native), English (Proficient C1), Spanish (Advanced)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Polish
Native or Bilingual
Certification
- The Complete Certified Cybersecurity CC course ISC2 2025
- Cryptocurrency Investment Course 2025: Fund your Retirement!
- The Complete Bitcoin Investment Course in 17 hours.
- The Advanced Cryptocurrency Trading Course - with Strategies.
- Introduction to Blockchain: Industry Applications + ChatGPT
- Introduction to Compliance Risk Management
- A Complete ChatGPT Course for Work in 2025 (Ethically)
- English Proficiency with ChatGPT: Prompts and Methods
- Generative AI for Beginners
- Excel for Beginners
- Microsoft Excel - From Beginner to Expert in 6 Hours
Hobbies and interests
Cybersecurity trends, blockchain technology, AI and generative media, travelling, foreign languages, fitness, and healthy lifestyle.
Timeline
Data Classification Analyst
SoftServe
04.2023 - Current
Customer Service Representative
OANDA
10.2022 - 04.2023
Content Reviewer
Genpact
08.2020 - 08.2022
Client Experience Representative
Pekao Bank
08.2019 - 08.2020
Bachelor of Arts - English Philology
Andrzej Frycz Modrzewski University
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