Hi, I’m
Uladzislau Kasalapau
Customer Success Specialist
Krakow,Poland
Summary
Currently employed as a Customer Support Specialist at Booking.
My role involves consulting partners and clients to resolve financial, legal and technical issues with reservations and our platform. I enjoy my work that involves communication with people and being a conduit between large businesses and clients and would like to explore similar job opportunities that the global market has to offer in that field, as I strongly intend to build my career in client relations.
Overview
3
Languages
5
years of professional experience
Work History
Booking.com
Customer Support Specialist
2025.01 - Current (1 education.year_Label & 8 education.months_Label)
Job overview
• Advised Booking partners and customers by email, live-chat and phone on financial, legal, and technical issues, delivering tailored, policy-compliant solutions.
• Achieved a 92% overall CSAT, surpassing the industry benchmark by 14 points (July 2026).
• Handled 4.1 cases per hour, consistently meeting high-quality standards (July 2026).
• Maintained efficient handling times to enhance client experience across support channels.
YouTube
Customer Experience Specialist
2021.11 - 2024.02 (2 education.years_Label & 3 education.months_Label)
Job overview
• Managed relationships with YouTube creators, guiding them through complex platform policies to enhance creator compliance and satisfaction.
• Reviewed visual content for policy violations, ensuring adherence to YouTube standards and maintaining platform integrity.
• Translated intricate policy requirements into clear guidance, enabling creators to understand and meet compliance expectations.
Education
Belarusian State UniversityMinsk
Master of Arts from Social Sciences
2018-01
Skills
- 4 years of customer support/customer success experience
- Fluency in Polish, Russian, English
- Strong written and verbal communication skills
- Ownership and responsibility for each task, item, KPI I'm obliged to take care of
- Ai-first mindset I'm actively using AI on my current position simplifying and automating my day-to-day tasks, also I wrote a prompt that some of my teammates has been using till today
- Covering any time zone/schedule flexibility
- Work-ready home office with reliable internet connection
Languages
English
Advanced
C1
Polish
Advanced
C1
Russian
Proficient
C2
Timeline
Customer Support Specialist
Booking.com
2025.01 - Current (1 education.year_Label & 8 education.months_Label)
Customer Experience Specialist
YouTube
2021.11 - 2024.02 (2 education.years_Label & 3 education.months_Label)
Belarusian State University
Master of Arts from Social Sciences