Postmodernism, culture, psychology of communication and well-being, politics and current affairs, jogging, baking, art of living and understanding world around you
Monika Brągiel-Szeremeta
Content Specialist
Kraków,Poland
Summary
- Experienced content creator and content project manager, comfortable working independently or collaborating with team. Strong writing, editing and researching skills paired with talent for adapting to changing work environment. Successful at posting for internal audience as well as external (Help Center) and using content management systems (Confluence, Salesforce).
- Autonomous yet communicative professional with over 4 years of experience in tech industry. Familiar with operating under demanding schedules.
- Enthusiastic about Customer Success and Customer Experience in line with business needs. Excellent reputation for resolving problems and improving customer satisfaction.
- Passionate about technical writing, content creation and knowledge management, project management, quality communication and collaboration. Motivated to learn, grow and exceed expectations.
Overview
2
2
Languages
9
9
years of post-secondary education
13
13
years of professional experience
Work History
Content Specialist
Uber COE
Kraków, Polska
11.2017 - Current
- Create and update internal processes on daily basis (process pages creation, knowledge base management) and strengthen content through proofreading and editing
- Compose original written material for various types of publications and business/stakeholder's needs (Help Center), submit for approval by supervisor
- Analyze data, propose solutions and take steps to meet various business needs in content usage and customer experience statistics (Helped to achieve required BPO absorption level and Saved Replies usage)
- Lead Content Projects (EMEA, CEE, local - e.g.: launched content for social media channels for BPO use, initiated Agent Experience Improvement project, and more)
- Collaborate with teams across EMEA, and regionally (Operations, Marketing, Compliance etc.)
- Provide support to projects running centrally while working closely with project teams, senior specialists, and other stakeholders to meet project deliverable
- Work with Community Operations, Operations, and BPO Teams to provide excellent customer experience, increase absorption, meet targets
- Create and update internal quality standards and guidelines in English and Polish language; maintain consistent voice and tone across all EMEA and local Content Resources (In-App Support, Social Media channels)
- Publish content for product launches in consultation with Product, Quality and Operations to capture specifications of products and crucial information customers need
Freelance Writer, Reviewer (literature)
Freelance
Kraków, Polska
12.2012 - Current
- Utilize exceptional writing, editing and proofreading skills to produce engaging and error-free books reviews
- Manage competing deadlines with efficiency (See articles in Nowy Napis, Biuro Literackie, Pressje)
- Write fiction or nonfiction forms such as short stories, novels or poetry as well as advertising material for use in promoting sale of contemporary books
Community Support Representative
Uber COE
Kraków, Polska
12.2016 - 11.2017
- Ensured good quality of communication, demonstrated empathy, escalated and solved problems
- Became strong advocate for partners and users, built partnerships with stakeholders to develop support and gain greater attention for important issues
- Took active role in communication planning process, detailing instructions and responding appropriately and effectively to questions and concerns
Education
Master of Arts - Literary Criticism
Jagiellonian University
Krakow 10.2013 - 09.2015
No Degree - PHD Candidate in Literature
Jagiellonian University
Krakow 10.2015 - 07.2020
Bachelor of Arts - Polish Language And Literature
Jagiellonian University
Krakow 10.2010 - 07.2013
Skills
Salesforce, Jira, Confluence, Sprinklr, Spreadsheets, G-Suite
Accomplishments
- Uber Support Superstar for Q1/2018
Interests
Additional Information
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).
Timeline
Content Specialist
Uber COE
11.2017 - Current
Community Support Representative
Uber COE
12.2016 - 11.2017
No Degree - PHD Candidate in Literature
Jagiellonian University
10.2015 - 07.2020
Master of Arts - Literary Criticism
Jagiellonian University
10.2013 - 09.2015
Freelance Writer, Reviewer (literature)
Freelance
12.2012 - Current
Bachelor of Arts - Polish Language And Literature
Jagiellonian University
10.2010 - 07.2013
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