Gosia Jończyk

Collaboration & Communication

• Maintained proactive and effective communication with merchants to ensure smooth chargeback handling and resolution, while closely collaborating with local managers to align with the expectations and standards set by major corporate partners.
• Provided feedback and suggestions to improve merchant communication strategies, contributing to higher satisfaction and reduced dispute escalations.

Managing a creation of new Work Instructions:

• Develop clear, concise, and comprehensive work instructions for various processes.
• Ensure all new instructions are aligned with company standards and regulatory requirements.
• Collaborate with subject matter experts to gather necessary information and validate accuracy.
• Review and analyze existing work instructions to identify overlaps and inconsistencies.

Driver of acquiring access from different card schemes:

• Identify and establish connections with various card schemes.
• Maintain strong relationships with representatives from different card schemes.

Coordinating, driving, retaining, and sharing knowledge between Polish and Danish sub-teams.

Supporting the team leader in the SCANDI region.

• Assisted the team leader in coordinating regional chargeback operations, ensuring alignment with company standards and local market practices.
• Provided regular updates and insights from merchant interactions to support strategic decision-making and improve regional performance.
• Helped monitor case quality and compliance across the SCANDI region, contributing to internal audits and training initiatives.
• Facilitated communication between team members and leadership, ensuring smooth information flow and timely issue resolution.
• Participated in planning and execution of regional goals, helping the team meet KPIs and expectations set by global partners.

Internal trainer.

Working with payments products - mortgages, collaterals and loans:

• - implementing improvements
• - training new employees and providing ongoing educations
• - managing daily volumes even in a peak moment
• - handling customers applications and administrative tasks, according to business procedures

Risk supporting:

• - handling incidents
• - escalations, identify and analysis risk
• - created CORE instruction (how to correctly report an incident, near miss or data breach and how distinguish one from another)

Supporting Team Leader and team while being on a leadership path:

• - managing daily operations
• - conducting Stakeholders meeting
• - organising team meetings and problem-solving meetings
• - conflict solving, driving changes
• - providing feedback
• - co-creating TLS Project with a third party

Handbook Work Instruction Coordinator - securing documents updates.