Katarzyna Wnuk
Poznan
Overview
8
8
years of professional experience
Work History
Senior Customer Service Specialist
Enel-Med Medical Centre
07.2022 - Current
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Escalated issues to proper supervisors when standard processes were not effective.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Team Leader
Pijalnia Czekolady E.Wedel
07.2017 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
High School Diploma -
1st General Secondary School in Zamość
Zamość, Poland06-2016
Bachelor of Science - Geography
Adam Mickiewicz Univesity
Poznan, Poland09-2019
Master of Science - Environmental Management
Adam Mickiewicz University
Poznan, Poland06-2021
Skills
- Data reporting and analysis
- Mentorship and coaching
- Reviewing documentation
- Educating customers
- Email communication and support
- Ticket management systems
- Client service excellence
- Processing payments and credit cards
- Collaborative teamwork
- Effective problem resolution
- Multitasking abilities under pressure
- Composed professionalism in challenging situations
- Expertise in medical terminology
- Office administration support
- Proficient in Microsoft Office
Languages
Polish
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
German
Beginner (A1)
Russian
Beginner (A1)
Timeline
Senior Customer Service Specialist
Enel-Med Medical Centre
07.2022 - Current
Team Leader
Pijalnia Czekolady E.Wedel
07.2017 - Current
High School Diploma -
1st General Secondary School in Zamość
Bachelor of Science - Geography
Adam Mickiewicz Univesity
Master of Science - Environmental Management
Adam Mickiewicz University
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