Lilly Tucholska
Warsaw,14
Summary
Dynamic and ambitious professional with extensive experience at Ryanair, where my passion for aviation and international relations come together. With a strong background in managing international claims, I am adept at ensuring compliance with EU261 regulations while driving customer satisfaction through effective problem-solving and leadership. My expertise in aviation operational systems, coupled with my ability to foster cross-department collaboration, enables me to contribute to operational excellence. Committed to continuous growth, I thrive in environments that challenge me to apply my skills and passion for aviation and international affairs.
Overview
2
2
years of professional experience
Work History
Supervisor (Seconded by Ryanair to Armatis)
Ryanair
03.2025 - Current
- Supervise a team of agents handling claims, ensuring compliance with procedures and maintaining high-quality service standards.
- Manage complex claims cases, including those related to EU261 regulations and refunds due to illness and other complaints.
- Provide guidance and support to agents handling back-office claims, ensuring alignment with company standards.
- Act as a liaison between Ryanair and Armatis to ensure that all claims are processed accurately and efficiently.
- Monitor and analyze team performance, ensuring that key performance indicators (KPIs) and service levels are consistently met.
- Provide continuous feedback and training to team members, fostering an environment of growth and improvement.
- Collaborate with the Armatis management team to align operations and improve the overall service delivery process.
Customer Solutions Team Representative
Ryanair
10.2024 - Current
- Transitioned from Armatis to Ryanair due to exceptional performance, as recognized by Ryanair’s assessment, which led to an offer for direct collaboration.
- Handle back-office claims and EU261-related issues with a higher level of responsibility and autonomy.
- Collaborate with legal, operations, and immigration teams to resolve escalated claims and ensure compliance with international regulations.
- Successfully manage claims processing, contributing to improved customer satisfaction and adherence to regulatory requirements.
- Claims are escalated to the department to avoid escalation to the CEO, focusing on sensitive legal matters, EU261 claims, passenger injuries, special assistance cases, and other critical issues.
Customer Service Specialist
Armatis-lc
05.2023 - 10.2024
- Handled Ryanair customer inquiries regarding ticket changes, delays, cancellations, and refund procedures.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Resolve customer issues based on internal regulations and company standards, maintaining high service quality and compliance with procedures.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Handled back-office claims, including complex EU261 claims, refunds, and customer complaints with limited access to company resources.
- Utilized available resources to effectively manage and resolve customer issues, ensuring that all claims were processed in line with Ryanair's policies and regulatory requirements.
- Maintained a high level of attention to detail and accuracy while working with limited tools and support systems.
Education
Bachelor of Arts - Diplomacy
University of Gdansk
Gdansk, Poland12-2024
Skills
- Knowledge of International Law: Gained through academic studies, covering international regulations, treaties, human rights, and international law concerning counterterrorism
- Management of International Claims: Experienced in handling claims in accordance with EU261 regulations and other international legal frameworks
- Political and Geopolitical Analysis: Expertise in analyzing geopolitical situations and their impact on international government relations
- Microsoft Office Suite: Proficient in Word, Excel, PowerPoint, and Outlook; skilled at data analysis, report preparation, presentations, and managing correspondence
- International Communication: Strong ability to collaborate with international teams, legal departments, operations, and immigration authorities
- Team Management: Supervise agent performance, ensuring efficiency, compliance with procedures, and team motivation to achieve goals
- Problem-Solving with Limited Resources: Manage complex claims, including EU261, with limited access to internal systems and resources, ensuring efficient resolution of customer issues despite constraints
- Aviation Operational Systems: Advanced knowledge of aviation operational tools such as NetLine, SkySpeed, GoNow, and other internal Ryanair systems Experienced in using these systems for efficient claims processing, scheduling, and operational coordination
Languages
Polish
Native language
English
Advanced
C1
Timeline
Supervisor (Seconded by Ryanair to Armatis)
Ryanair
03.2025 - Current
Customer Solutions Team Representative
Ryanair
10.2024 - Current
Customer Service Specialist
Armatis-lc
05.2023 - 10.2024
Bachelor of Arts - Diplomacy
University of Gdansk
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