Monika Grabacz
Żabia Wola 75L
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Elpes Sp. z o.o.
05.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Prepared invoices and delivery documents for clients upon dispatch of the laminated tubes
- Worked directly with logistics department to make sure deliveries are made on time
- Worked with ERP system
- Registered orders in the system, taking the customer through making a new product from the beginning
- Developed creating new products of laminated tubes, i.e. artworks and technical matters, and taken customers through the whole process of making laminated tubes until they received their order
Customer Service and Administration
Jagstone Ltd
01.2015 - 05.2023
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Fulfilled customers' orders
- Handled return requests
- Worked with accounting department directly, preparing necessary documents for tax affairs
Education
Higher Education Level 5 Diploma - Business Studies
Boston College
Boston, England 06.2019
Skills
- Multi-Line Phone Talent
- Professional Telephone Demeanor
- Service Standard Compliance
- Business Development Understanding
- Policy and Procedure Adherence
- Documentation
- Invoice Preparation and Processing
- Document Control
- Process Optimization
- Spreadsheets
- Problem-Solving Ability
- Money Handling Abilities
- Customer Service
- Shipping and Receiving Understanding
- Microsoft Excel
- Microsoft Word
- Retail Sales Customer Service
- Administrative and Office Support
- Prioritization
- Customer Consulting
- Order Fulfillment
- Project Management Abilities
Languages
Polish
Native language
English
Proficient
C2
Timeline
Customer Service Representative
Elpes Sp. z o.o.
05.2022 - Current
Customer Service and Administration
Jagstone Ltd
01.2015 - 05.2023
Higher Education Level 5 Diploma - Business Studies
Boston College
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