Maja Longawa
Ul. Hieronima Wietora 8/20, Kraków
Summary
Knowledgeable and dedicated customer service professional with extensive experience in managing end-to-end customer objections by phone, email and written correspondence. Solid team player with outgoing, positive demeanor and proven ability to negotiate best outcomes, uphold high quality standards, use mediation strategies and simultaneously coordinate several customer complaints. Motivated to maintain customer satisfaction and contribute to company success.
Overview
2
2
years of professional experience
Work History
Customer Resolution Adviser
Shell Energy Retail Poland
04.2022 - Current
- Acknowledged, investigated, handled and resolved all escalated customer complaints
- Took ownership of individual cases from receipt to conclusion
- Applied exceptional people skills to ensure that all complaints are handled to the highest possible standard of customer care
- Cooperated and liaised with back office teams to resolve even the most complicated issues
- Trained and supported junior agents
- Planned and organized work commitments, prioritizing the most urgent tasks to meet deadlines and customer expectations
Customer First Adviser
Shell Energy Retail Poland
10.2021 - 04.2022
- Captured, handled and resolved all customer queries and non-escalated complaints
- Used problem-solving and analytical skills to resolve all queries as quickly and efficiently as possible, to the highest possible standard
- Maintained solid process and product knowledge
- Coached and supported junior agents
Education
Master of Science - Psychology
Uniwersytet Komisji Edukacji Narodowej
Kraków06.2027
Bachelor of Arts -
Akademia Muzyczna W Łodzi
Łódź06.2022
Skills
- Communication Skills
- Complaint Handling
- Problem Resolution
- Customer Service
- Quality Assurance
Languages
Polish
Native language
English
Proficient
C2
Consent
I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Hobbies And Interests
- Classical ballet
- Psychology
Timeline
Customer Resolution Adviser
Shell Energy Retail Poland
04.2022 - Current
Customer First Adviser
Shell Energy Retail Poland
10.2021 - 04.2022
Master of Science - Psychology
Uniwersytet Komisji Edukacji Narodowej
Bachelor of Arts -
Akademia Muzyczna W Łodzi
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