Kinga Pach
Customer Experience Manager
Krakow,Ul. Lucjana Rydla 33/13
Summary
Customer Experience Manager providing leadership to colleagues and serving as escalation point for clients and internal departments. Providing senior leadership and internal stakeholders with updates and status reports. Representing strong people management skills and ability to coach, lead and develop employees.
Overview
2
2
Languages
5
5
years of post-secondary education
3
3
years of professional experience
Work History
Customer Experience Manager
Shell Energy
Kraków
09.2019 - Current
- Responsible for for supporting the team to deliver productivity and quality targets, developing a culture of high performance.
- Responsible for the customer experience, supporting the team to deliver high levels of customer satisfaction and first contact resolution where possible.
- Responsible for managing complex enquiries and expressions of dissatisfaction that cannot be resolved to the customers satisfaction at the first point of contact, preventing these from escalating into complaints and where possible resolving these immediately.
- Responsible for driving continuous performance improvement and development of all team members through building skills coaching, knowledge and overall competence ensuring personal development plans are in place and regularly reviewed.
- Accountable for delivering and evidencing robust performance management practices within team, developing a coaching culture with positive performance and behavioral results.
- Produce timely and accurate management information to cascade to stakeholders within deadlines set.
- Responsible for ensuring workloads and demand is constantly reviewed and staff fully optimized to ensure delivery of SLAs compliance with Supply License Conditions.
- Responsible for reducing 3rd line complaints as a result of ensuring effective customer contact management by all team members and outsource partners.
- Responsible for driving process improvements through reliable root cause analysis of contact drivers, customer and staff feedback, leading to time bound action plans that deliver productivity, quality, cost to serve benefits.
- Accountable for managing relationships across peers, teams, functions and business partners as required to ensure a supportive, collaborative culture is developed and maintained to aid continual improvement.
- Overseeing, planning and prioritizing ever changing workloads calmly and professionally to ensure all required deadlines are regularly achieved.
- Achieving established KPIs through teamwork and focus on customers.
- Handling monthly 121s, team briefings and trainings with each team member.
Digital Customer Service Associate
Shell Energy
Kraków
05.2018 - 08.2019
- Documented all customer information accurately within the Zendesk environment, providing dated notes for future reference.
- Assisted Team Manager with coaching, mentoring and supporting new employees.
- Handled inbound customer chat conversations from various websites.
- Worked closely with each customer to carefully resolve issues within timely fashion to develop valuable relationship with customers.
Employee Benefits Advisor - Trainee
Aon Hewitt
Krakow
02.2018 - 05.2018
- Served as subject matter expert in answering questions from colleagues regarding benefits.
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
Education
High School Diploma -
I Liceum Im. Kazimierza Brodzińskiego
Tarnów 09.2013 - 05.2016
Law
Uniwersytet Ekonomiczny
Kraków 10.2016 - 03.2019
Skills
Coaching and mentoring
Strategic planning
Analytical problem solver
Highly IT literate
Excellent communication skills - both verbal and written
Timeline
Customer Experience Manager
Shell Energy
09.2019 - Current
Digital Customer Service Associate
Shell Energy
05.2018 - 08.2019
Employee Benefits Advisor - Trainee
Aon Hewitt
02.2018 - 05.2018
Law
Uniwersytet Ekonomiczny
10.2016 - 03.2019
High School Diploma -
I Liceum Im. Kazimierza Brodzińskiego
09.2013 - 05.2016