Marcin Góra

Shell

10.2022 - Current

Providing end-to-end support for B2C customers across multiple channels, covering loyalty programs, promotions, transactions, and corrective note handling.
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Successfully initiated and led process optimization initiatives, including:
A Continuous Improvement project reducing manual reward inventory checks, as part of CI Practitioner certification (L2 OpEx savings: $8,285/year)
A JDI initiative improving the handling of customer-submitted corrective notes through better communication, digital guidance, and realignment of process ownership (OpEx savings: $12,438 total)
Acting as Focal Point in four key areas:
Business – communication link between the team and stakeholders
SuperUser – cooperation with IT to resolve team-level technical issues, onboarding support, and bridging communication between end users and process experts
Social Media – identifying recurring issues through digital feedback
Knowledge Management – maintaining, reviewing, and improving internal support documentation and self-help content
Collaborating with Product Owners, Scrum Specialists, and cross-functional teams in an Agile environment to drive continuous improvement and deliver projects on time and within scope.
Promoting Shell’s digital self-service tools and driving adoption by simplifying access to relevant information (web & mobile).