Monika Rak
Kraków
Summary
Detail-oriented Customer Service Delivery and Operations Support professional with experience supporting UK-based stakeholders in regulated, data-driven environments. Proven ability to deliver high-quality operational support, manage digital platforms and documentation, validate data, and ensure service level agreements are consistently met. Experienced in cross-border collaboration with UK teams, handling member and customer communications, supporting reporting and process improvements, and working efficiently with large volumes of data. Known for strong English communication skills (C1), excellent organization, and a proactive, continuous improvement mindset.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work history
Customer Success Specialist
Shell Business Operations (SBO)
Kraków
10.2023 - 01.2026
- Provide end-to-end operational and service delivery support for UK B2C clients, ensuring adherence to service level agreements.
- Coordinate, validate, and verify customer and operational data across digital platforms.
- Manage member and customer communications via multiple digital channels.
- Analyze service and process data to identify risks and improvement opportunities.
- Collaborate daily with UK-based colleagues and internal stakeholders.
- Support governance and compliance activities including GDPR and data privacy.
- Act as a GDPR Focal Point, supporting risk mitigation and data quality.
- Shell Business Operations (SBO)
Customer Advisor / Product Specialist
Julian Davies Opticians
Cardiff
05.2023 - 09.2023
- Acted as the first point of contact for clients, managing communications, documentation, and ad-hoc requests.
- Supported digital and administrative systems, ensuring accurate handling of customer records.
- Coordinated closely with healthcare professionals, ensuring smooth operational workflows.
- Delivered consistent, high-quality service while managing multiple priorities simultaneously.
- Julian Davies Opticians Cardiff, United Kingdom
Senior Customer Advisor
Marks & Spencer Opticians
Cardiff
03.2022 - 05.2023
- Delivered high-quality support to clients and internal stakeholders in a fast-paced, data-intensive environment.
- Managed scheduling systems and digital diaries, ensuring accurate records and efficient coordination of services.
- Maintained financial and operational trackers using Microsoft Excel and Google Sheets, supporting daily and weekly reporting.
- Processed customer data with a high level of accuracy and attention to detail.
- Supported promotional and operational initiatives, contributing to improved service delivery.
- Marks & Spencer Opticians Cardiff, United Kingdom
Sales Advisor / Optical Assistant
Scrivens Opticians & Hearing Care | Specsavers Opticians
Bristol
05.2018 - 02.2019
- Managed document handling, appointment systems, and customer data across optical and hearing services.
- Delivered accurate administrative and operational support in line with internal procedures.
- Responded to customer queries and requests, maintaining service quality in busy environments.
- Demonstrated strong attention to detail when processing prescriptions and customer records.
- Scrivens Opticians & Hearing Care | Specsavers Opticians Bristol, United Kingdom
Speech Therapist / After-School Care Teacher
Towarzystwo Przyjaciół Dzieci
Kraków
07.2018 - 05.2019
- Planned, delivered, and documented structured programs, maintaining accurate records.
- Worked with sensitive personal data, ensuring confidentiality and compliance.
- Developed strong interpersonal, organizational, and communication skills in demanding situations.
- Towarzystwo Przyjaciół Dzieci Kraków
Education
Diploma of Higher Education - MA in Speech and language therapy
University of the National Education Commission (UKEN)
Cracow 10.2016 - 06.2018
Diploma of Higher Education - BA in Polish Philology (Teacher Training) – Specialization: Speech Therapy
University of the National Education Commission (UKEN)
Cracow 10.2012 - 07.2015
Skills
- MS Office Suite including Excel proficiency
- KPI & SLA Management
- Knowledge of RPA and support tools (Zendesk, Jira, Salesforce)
- International Stakeholders Collaboration
- GDPR Compliance
- Data Privacy Compliance
- Digital Platforms and Document Management
Languages
English
Proficient (C2)
German
Elementary
Polish
Native
Timeline
Customer Success Specialist
Shell Business Operations (SBO)
10.2023 - 01.2026
Customer Advisor / Product Specialist
Julian Davies Opticians
05.2023 - 09.2023
Senior Customer Advisor
Marks & Spencer Opticians
03.2022 - 05.2023
Speech Therapist / After-School Care Teacher
Towarzystwo Przyjaciół Dzieci
07.2018 - 05.2019
Sales Advisor / Optical Assistant
Scrivens Opticians & Hearing Care | Specsavers Opticians
05.2018 - 02.2019
Diploma of Higher Education - MA in Speech and language therapy
University of the National Education Commission (UKEN)
10.2016 - 06.2018
Diploma of Higher Education - BA in Polish Philology (Teacher Training) – Specialization: Speech Therapy
University of the National Education Commission (UKEN)
10.2012 - 07.2015