- Wedding planning
- Snooker
- Travelling
- Swedish culture and habits
Monika Cyrańska-Pakuła
Curriculum Vitae
Profil zawodowy
I enjoy bringing structure to complex processes and helping people work more effectively. Over the past few years, I've combined experience in customer service, IT support and knowledge management, coordinating cross-functional initiatives, delivering trainings and collaborating with stakeholders across international teams both in Swedish and English. I am good at managing multiple priorities, analysing KPIs and continuously improving processes, always with a strong focus on delivering a high-quality customer experience. On top of my corporate experience, I am also event & wedding planner working under time pressure with demanding customers and various wedding vendors delivering exceptional service.
Podsumowanie
1
1
Certification
5
5
years of post-secondary education
8
8
years of professional experience
Doświadczenie
Service Desk & Knowledge Manager with Swedish
Securitas Intelligent Services Sp. z o. o.
Warsaw
2022.02 - Current
- Coordinating cross-functional knowledge management initiatives across local, cluster and global IT teams.
- Planning and delivering training sessions and onboarding programs for support teams.
- Dispatching and resolving assigned tickets.
- Collaborating with multiple stakeholders to align business and IT objectives.
- Managing multiple priorities while ensuring SLA, KPI and quality targets.
- Developing and maintaining process documentation, work instructions and communication materials.
- Supporting continuous improvement initiatives and service optimisation.
Customer Care Representative with Swedish
Schneider Electric Poland Sp. z o. o.
Warsaw
2018.10 - 2022.01
- First point of contact via phone, chat and email.
- Managing customer cases and ensuring high-quality customer experience for Swedish-speaking clients.
- Coordinating communication between customers, technicians, sales teams and master data teams.
- Handling claims, returns, invoice corrections and order-related issues in SAP ERP.
- Resolving complex customer cases and ensuring timely follow-up, problem-solving.
- Supporting VIP and segmented customers with high service orientation and customer focus.
Customer Service Coordinator with Swedish
Newell Poland Services Sp. z o.o.
Poznań
2018.02 - 2018.09
- Order processing and data verification in SAP ERP and Esker.
- Coordinating communication between customers, sales and internal departments.
- Supporting logistics processes and resolving delivery-related issues.
- Ensuring accuracy of customer and order data.
- Delivering professional customer service in a fast-paced environment.
Wykształcenie
Master's degree - Scandinavian Studies
Adam Mickiewicz University
Poznań 2016.10 - 2018.06
Erasmus+ Exchange - Linguistics/Scandinavian Studies
Lund University
Lund, Sweden 2017.01 - 2017.06
Bachelor's degree - Swedish philology
Adam Mickiewicz University
Poznań 2013.10 - 2016.06
Key Competencies
- Project and event planning
- Event logistics coordination
- Customer experience creation
- Vendor communication
- Process optimisation
- Multitasking
- Organisation and prioritisation
- Very well developed interpersonal skills
Foreign Languages
- English C1
- Swedish C1
Certyfikacja
- ITIL Foundation v4, certified 2023
- Soft Skill ASLAN Trainer (Creating Loyal Customers), certified 2022
Zainteresowania
Oś czasu
Service Desk & Knowledge Manager with Swedish
Securitas Intelligent Services Sp. z o. o.
2022.02 - Current
Customer Care Representative with Swedish
Schneider Electric Poland Sp. z o. o.
2018.10 - 2022.01
Customer Service Coordinator with Swedish
Newell Poland Services Sp. z o.o.
2018.02 - 2018.09
Erasmus+ Exchange - Linguistics/Scandinavian Studies
Lund University
2017.01 - 2017.06
Master's degree - Scandinavian Studies
Adam Mickiewicz University
2016.10 - 2018.06
Bachelor's degree - Swedish philology
Adam Mickiewicz University
2013.10 - 2016.06