Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Hi, I’m

Klaudia Roszuk

Customer Care Team Leader
Warsaw
Klaudia Roszuk

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

14
years of professional experience
7
years of post-secondary education
3
Certifications
8
Languages

Work History

FRISTA HRM
Warsaw

Customer Care Team Leader
02.2023 - Current

Job overview

  • Providing comprehensive management of the Customer Care department, ensuring the provision of high-quality services via telephone, email, and the ticketing system.
  • Establishing and controlling Key Performance Indicators
  • Ensuring that the Service Level Agreements are met
  • Preparing the department for fluctuations in the workload, including active periods for the retail industry
  • Improving the effectiveness of processes and procedures, including automations
  • Recruitment, training, supervision, assessment, and maintaining the motivation of employees
  • Taking care of the satisfaction and development of subordinate employees, including development plans, annual appraisals, and improvement plans
  • Subject Matter Expert on Client processes

FRISTA HRM
Warsaw

Customer Care Supervisor
04.2022 - 01.2023

Job overview

  • Evaluated interactions between associates and customers to assess personnel performance.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Developed and implemented customer service policies and procedures.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Collaborated with management to identify and prioritize new development concepts.
  • Subject Matter Expert on Client processes.

FRISTA HRM
Warsaw

Senior Customer Care Specialist
10.2021 - 03.2022

Job overview

  • Increased efficiency and team productivity by promoting operational best practices.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
  • Worked with multidisciplinary teams in rollouts of new processes and software, effectively addressing inquiries and troubleshooting issues.
  • Developed and implemented customer service policies and procedures.

Frista HRM
Warsaw

Customer Care Specialist
12.2020 - 09.2021

Job overview

  • First contact for customers and stores (via phone and email). Managing complaints and escalations. Resolving delivery, return, refund, and warehouse issues. Maintaining online orders and loyalty points program.
  • Close cooperation with team leader and HQ L2 and L3 contacts; Mapping processes; Marketplace SME;
  • Training new-hires and leading trainings about new internal and external processes;

N3 (Accenture)
Warsaw

Customer Lifecycle Manager
10.2020 - 12.2020

Job overview

  • Expanding strategic customer relationships, growing the mindset of customers and partners by bringing innovative ideas, providing insight and feedback from customers and partners.

Westwing
Warsaw

Campaign Manager
04.2020 - 09.2020

Job overview

  • Managing e-commerce campaigns, creating online content, analysing sales data, performing logistic costs calculations, handling communication between Sales Team and Operations, dealing with urgent updates.

Lionbridge Poland
Warsaw

Project Manager
07.2019 - 03.2020

Job overview

  • Managing localization projects, global translation, invoicing and handling the finances of the project, orders management
  • Process optimization, onboarding support, quality trainings
  • Managing an international team of translators
  • Contact person for Business Clients.

Warsaw

Freelance German Tutor
10.2011 - 06.2019

Job overview

  • Teaching business clients as well as private clients: children, teenagers and adults.

American Express Global Business Travel
Warsaw

Business Travel Agent
08.2018 - 01.2019

Job overview

  • First contact, managing flight, hotel, and car bookings in Amadeus platform
  • Resolving internal software issues, managing urgent issues.

Teleperformance Poland
Warsaw

Quality Specialist
05.2018 - 07.2018

Job overview

  • Checking the quality of Technical Support, taking care of internal processes, taking part in international calls with company sites all over the world, creating project documentation, communicating feedback and improvement opportunities to the management.

Teleperformance Poland
Warsaw

Technical Support Agent
11.2017 - 04.2018

Job overview

  • First contact for customers (via phone and chat) resolving software issues, consulting hardware issues, repairing software bugs

Heart's Home
Athens

Volunteer
09.2016 - 10.2017

Job overview

  • Taking care of refugees, helping them with language and cultural issues, taking care of people in homelessness crisis, representing Polish people in need in front of the Polish Embassy.

Teleperformance Poland
Warsaw

Customer Service Specialist
04.2015 - 07.2016

Job overview

  • Managing complaints, resolving delivery and warehouse issues, maintaining online orders, first contact for customers (via phone)

MAG Event Staff
Vienna

Waitress and hostess
08.2010 - 08.2011

Job overview

IEEE FISTS Conference, AustriaTech
Vienna

Speakers' support, conference organization, technical support
06.2011 - 07.2011

Job overview

Starkenburgerhütte
Tirol

Guest service, kitchen help
06.2010 - 08.2010

Job overview

Education

Politechnika Warszawska

Aerospace Engineering (not completed)
10.2011 - 04.2015

University Overview

FH Technikum Wien
Vienna, Austria

Intelligent Transport Systems (not completed)
09.2010 - 06.2011

University Overview

High School in Wodzisław Śląski

High School Diploma
09.2007 - 05.2010

University Overview

Skills

    Team leadership

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Software

Office 365

Zendesk

Dynamics 365

SAP

Power BI

Certification

AgilePM Foundation

Timeline

AgilePM Foundation

03-2023
Customer Care Team Leader
FRISTA HRM
02.2023 - Current

Difficult situations in management

01-2023

Basics of team management

06-2022
Customer Care Supervisor
FRISTA HRM
04.2022 - 01.2023
Senior Customer Care Specialist
FRISTA HRM
10.2021 - 03.2022
Customer Care Specialist
Frista HRM
12.2020 - 09.2021
Customer Lifecycle Manager
N3 (Accenture)
10.2020 - 12.2020
Campaign Manager
Westwing
04.2020 - 09.2020
Project Manager
Lionbridge Poland
07.2019 - 03.2020
Business Travel Agent
American Express Global Business Travel
08.2018 - 01.2019
Quality Specialist
Teleperformance Poland
05.2018 - 07.2018
Technical Support Agent
Teleperformance Poland
11.2017 - 04.2018
Volunteer
Heart's Home
09.2016 - 10.2017
Customer Service Specialist
Teleperformance Poland
04.2015 - 07.2016
Politechnika Warszawska
Aerospace Engineering (not completed)
10.2011 - 04.2015
Freelance German Tutor
10.2011 - 06.2019
Speakers' support, conference organization, technical support
IEEE FISTS Conference, AustriaTech
06.2011 - 07.2011
FH Technikum Wien
Intelligent Transport Systems (not completed)
09.2010 - 06.2011
Waitress and hostess
MAG Event Staff
08.2010 - 08.2011
Guest service, kitchen help
Starkenburgerhütte
06.2010 - 08.2010
High School in Wodzisław Śląski
High School Diploma
09.2007 - 05.2010

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Klaudia RoszukCustomer Care Team Leader