Gabriela Kalla
Wroclaw,02
Summary
I am an open-minded and strong-willed professional with a passion for continuous learning and personal growth. Through diverse roles—primarily in customer care and finance environments—I’ve developed a high level of adaptability, strong communication skills, and the ability to stay effective and focused under pressure. I thrive in dynamic settings, take ownership of my responsibilities, and actively seek opportunities to expand my knowledge and contribute meaningfully to any team I join.
Overview
10
10
years of professional experience
Work History
Associate, Transfer Agency - LUX Dealing
Bank of New York
06.2024 - Current
- Oversaw daily financial cash flow management and end-of-day (EOD) reporting for management companies operating Luxembourg-domiciled investment funds.
- Processed fund transactions including subscriptions, redemptions, and switches, ensuring accuracy, AML compliance, and secure dealing procedures.
- Executed daily pricing and NAV validation for funds and investor trades, contributing to timely and accurate valuation cycles.
- Maintained direct communication with retail and corporate clients via email (in English and German) and phone (German), addressing inquiries and resolving issues promptly.
- Provided support to the Contact Center team, including German-language client callbacks during periods of high demand.
- Ensured SLA compliance across time-sensitive operational processes.
- Acted in a dual capacity as maker and checker (authorizer), maintaining high standards of control and accuracy.
- Delivered training and onboarding support to new team members, fostering team knowledge and operational consistency.
Customer Care Specialist with German
Brunata Zenner
02.2023 - Current
- Handled multiple German-language client projects, primarily through written communication via Zendesk, and by phone via AVAYA for escalated or sensitive cases.
- Managed complaints, inquiries, and support cases from both private individuals and corporate clients, ensuring timely and empathetic resolution.
- Maintained self-coordination across multiple projects simultaneously, prioritizing tasks and managing time independently in a high-volume environment.
- Utilized SAP and Zendesk daily to track, manage, and document client interactions and workflow processes.
- Demonstrated strong proficiency in Microsoft Office Suite, including Excel, Word, and Outlook, for data handling, reporting, and communication.
- Provided training and mentorship to new and junior team members; monitored team workload distribution and task completion to support team performance.
Service Desk Agent with English
Fujitsu
05.2022 - 01.2023
- Delivered technical support to a network of hotels and restaurants across the UK, remotely resolving IT issues by connecting directly to client servers.
- Communicated complex technical information in a clear, accessible way to non-technical users via phone, ensuring understanding and minimizing downtime.
- Utilized Zendesk, Microsoft Teams, and Outlook daily to manage support tickets, coordinate with internal teams, and document technical resolutions.
- Conducted onboarding and technical training for new colleagues, supporting knowledge transfer and consistent team performance.
- Built and refined strong soft skills, including patience, active listening, and conflict resolution, through direct and frequent client interactions over the phone.
Audio Visual Technician (part time)
Lewis and Clark College
09.2015 - 05.2019
- Collaborated closely with a team of installation technicians to complete audio-visual setup projects on time and according to client specifications.
- Gained hands-on experience with AV equipment, including microphones, sound systems, projectors, and presentation boards, in both small-scale and large-scale venues.
- Maintained flexibility in work schedule, including night shifts, to support project timelines and event requirements.
- Ensured excellent client communication, adapting setups and solutions in real-time to meet changing needs and preferences.
Education
Master of Arts - Psychology of Buisness
Akademia Ekonomiczno-Humanistyczna
Warszawa01-2027
Bachelor of Arts - Biochemistry & Molecular Biology (major) and Mathematics (minor)
Lewis and Clark College
IB Program -
UWC of India
Skills
- Strong interpersonal and communication skills developed across various settings – including in-person, phone, and written contact – with both individual and corporate clients
- Proficient in Microsoft Office Suite, including Excel, Word, and Outlook; easy to adapt and apprehend to new applications and software, including the AI-supported ones
- Experienced in handling customer complaints and delivering clear, professional responses in both English and German
- Excellent multitasking abilities, managing multiple projects simultaneously while maintaining focus under time pressure
- Proven team player, actively supporting colleagues and contributing to shared goals
- Demonstrated critical thinking and problem-solving skills when planning tasks and proposing process improvements
- Highly organized, reliable, and detail-oriented in managing responsibilities
- Open-minded and eager to take on new challenges, with a strong desire to continuously develop professionally
- Ability to take up new tasks not related to the role in order to support other teammates and processes, to ensure company runs better
Languages
Polish
Proficient
C2
English
Proficient
C2
German
Advanced
C1
Spanish
Elementary
A2
Disclaimer
I consent to the processing of my personal data for the purpose of recruitment for the position I am applying for.
Timeline
Associate, Transfer Agency - LUX Dealing
Bank of New York
06.2024 - Current
Customer Care Specialist with German
Brunata Zenner
02.2023 - Current
Service Desk Agent with English
Fujitsu
05.2022 - 01.2023
Audio Visual Technician (part time)
Lewis and Clark College
09.2015 - 05.2019
Bachelor of Arts - Biochemistry & Molecular Biology (major) and Mathematics (minor)
Lewis and Clark College
IB Program -
UWC of India
Master of Arts - Psychology of Buisness
Akademia Ekonomiczno-Humanistyczna
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