Lukasz Bogacz
Krakow
Summary
A collaborative individual with strong interpersonal abilities, exceptional time management, and adept problem-solving skills. Capable of functioning effectively within a team or autonomously. Consistently proactive, willing to impart knowledge to those requiring assistance. Inherently curious and driven to make a meaningful contribution, aspiring to set a positive precedent while achieving and surpassing objectives and milestones.
Overview
13
13
years of professional experience
Work History
Customer Resolution Advisor
Shell Energy
11.2021 - Current
- Handling incoming formal complaints within the regulatory deadline
- Identifying, analyzing, and resolving issues
- Helping to improve internal procedures
- Collaborating with various internal teams, such as customer service, backoffice, and quality assurance, to ensure efficient and effective complaint resolution
- Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards
Tour Guide
Self Employed
11.2011 - 06.2023
- Acting as go-to point of contact for communications between the office, clients and sub-contractors.
- Coordinating all travel arrangements; itineraries, flight check-in, transportation to and from airport, etc.
- Built personal relationships with guests to promote positive experiences.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Developed tour programming to enhance guest experiences.
- Managing and drive multiple projects and priorities at once, including off-sites and large scale events.
- Researched and studied on topics that pertained to tour locations so that such information could be added to scripts.
- Guided groups of up to 50 people on scheduled tours
Customer Experience Maker
Shell Energy
05.2021 - 10.2021
- Preparation of the necessary documentation needed for clients and supervisors
- Monitoring and maintaining data correctness in the system
- Contacting with other departments in order to assist customers and provide them with accurate informations
- Communication with clients if any additional information needed
- Solving emerging issues
Education
Bachelor of Arts - Teaching English As A Second Language
The State University Of Technology And Economics
Jaroslaw, Poland09.2013
Skills
- Problem solver
- Strong communication and investigation skills
- Fluent in English (C1) & Polish (native speaker)
- Detail oriented
- Proficient in Microsoft Office
- Competent listener
- Negotiation skills
- Working well with targets and under pressure
- Billing Procedures
- Focused on customer experience
Accomplishments
- One of the key figures in coordinating the commemoration of the 7th anniversary of the liberation of Auschwitz-Birkenau. In charge of overseeing transportation and other associated events.
- Assumed a temporary managerial position, overseeing a team of 5 staff members.
- Coordinated fundraisers aimed at benefiting children from foster homes during the Holiday season.
- Directed the relocation of refugees amidst a recent humanitarian crisis, along with replenishing essential resources and equipment in temporary accommodation sites.
Timeline
Customer Resolution Advisor
Shell Energy
11.2021 - Current
Customer Experience Maker
Shell Energy
05.2021 - 10.2021
Tour Guide
Self Employed
11.2011 - 06.2023
Bachelor of Arts - Teaching English As A Second Language
The State University Of Technology And Economics
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