Jakub Komada
Kraków
Summary
Organized and creative problem solver, eager to explore new solutions and ways of exceeding expectations. Always ready to help a team achieve company goals. A team player willing to take on new professional challenges and committed to deliver superior customer care and performance.
Overview
5
5
years of professional experience
Work History
Customer Resolution Adviser
Shell Energy
01.2021 - Current
- Taking ownership of and leading high-risk escalated customer complaints to satisfactory resolution.
- Delivering live support to customer service agents.
- Providing face to face and group coaching on soft skills, interpersonal skills and complaint handling.
- Building and maintaining relationships with different teams and departments to deliver world class service and to make sure the deadlines are met at all times.
- Building relationships with company's subcontractors and working collaboratively with them.
- Building trust with customers and working with them to make sure that all concerns are fully addressed.
- Finding "outside-the-box" solutions to resolve enquiries as quickly as possible.
- De-escalating complaints to avoid external escalation costs.
- Coaching colleagues interested in joining the tema with proven experience of successfully doing so.
Customer Excellence Advisor
Shell Energy
12.2018 - 01.2021
- Handling customer queries via inbound and outbound calls, webchat and emails.
- Ensuring that customer enquires are resolved fully and in a timely manner.
- Working collaboratively with other stakeholders to make sure satisfactory resolution is provided to customers.
- Maintaining customer satisfaction by delivering exceptional service across all channels.
- Supporting new joiners live by floor walking as well as via group and one-to-one coaching.
- Supporting team leaders with performance monitoring and management, team activities and coaching.
- Ensuring that industry regulated guidelines and timescales are met each time.
- Finding ways to improve performance by supporting backlog reduction projects.
Education
BA - English Philology
Tischner's European University
Kraków, Poland07.2016
Skills
- Client issue resolution
- Time management
- Coaching
- Teamwork
- Interpersonal communication
- Team building
Accomplishments
- Achieved a significant company performance improvement by introducing multiple email macros to save time from composing each email manually.
- Coaching five agents to successfully being promoted to the Customer Resolution Adviser role.
- De-escalated multiple complaints which led to the company saving thousands of pounds in external escalation costs.
Languages
Polish
Native language
English
Proficient
C2
Spanish
Beginner
A1
Timeline
Customer Resolution Adviser
Shell Energy
01.2021 - Current
Customer Excellence Advisor
Shell Energy
12.2018 - 01.2021
BA - English Philology
Tischner's European University
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