Anna Paszko

Experience

• 

  Intersection Study Center

  Sept 2010 - Sept 2011

  Customer Care Assistant

  Responsibilities:• office management• customer service• telephone customer service• e-mail customer service• preliminary testing for new applicants

• 

  The British Council

  Jun 2011 - Sept 2011

  Exam Supervisor

  Service of English language exams organized by The British Council in Poland: • Cambridge ESOL, • IELTS, • University exams,• professional and educational exams.

• 

  Whirlpool

  Sept 2011 - Jan 2015

  Service Manager

  Responsibilities:• office management• team management• organisation of work• dealing with warranty and post-warranty complaints, sales complaints handling• conducting recruitment and selection process• preparation of commercial offers• preparation of the company’s marketing strategy• sale of products offered by Whirlpool Company• technical translations • customer service• telephone customer service• e-mail customer service

• 

  Groupon Shared Services Poland

  Apr 2015 - now

  • Manage day to day operations in supervised teams in order to provide the best client experience and customer satisfaction• Oversee KPIs and SLAs team specific and ensure that the teams are meeting expectations• Provide the teams with regular feedback, training and coaching they need to meet expectations• Collaborate with the Quality Analyst to ensure a high level of linguistic quality and reduce factual errors in all teams managed• Hold weekly reviews with international managers to go over the team performance, including SLAs, KPIs and quality specific for respective country across all departments (CS, MS, Editorial)• Provide clear action plans, in collaboration with Team Manager, to improve and drive results as needed• Maintain an in-depth understanding of all key policies, procedures and processes specific for respective departments• Support the strategy through implementing the operational initiatives taken to improve the efficiency of the team, processes and drive customer and merchant experience• Preparation of data, reports and other applications/tools for recurring appointments• Participation in the recruitment process, make recommendation on hires and help with adaptation process of new Show less Responsibilities:• Managing a team of customer service and merchant services dedicated to individual and business customers of Groupon • Conducting individual coaching and support agents as needed • Implementation of new staff into responsibilities • Organization of team work, arranging schedules and settling timetables of CS/MS agents • Overseeing the achievement of the goals of the team • Cooperation with other departments in order to ensure the best quality of service • Proposing and implementing improvements in processes and procedures in the team and the whole section • Preparing of data, reports and applications for recurring appointments Show less Responsibilities:• Managing a team of customer service dedicated to individual and business customers of Groupon (work with English language) • Conducting individual coaching and support agents as needed • Implementation of new staff into responsibilities • Organization of team work, arranging schedules and settling timetables of CS agents • Overseeing the achievement of the goals of the team • Cooperation with other departments in order to ensure the best quality of service • Proposing and implementing improvements in processes and procedures in the team and the whole section • Preparing of data, reports and applications for recurring appointments Show less Responsibilities:• Supervision the escalation process (work with English Language)• Monitoring Partners in accordance to their impact on the company image• Support substantive Customer Care Consultants and Team Leaders• Preparing and updating the knowledge base for employees Customer Care• Description, implementation and execution of new projects tailored to the needs of the Customer Care Department• Providing the flow of information between the Customer Care department, the business Care, Sales and others• Reporting and analysis on the needs of the department• Support in the preparation of training programs on knowledge of the product, and the internal procedures• Processing custom phrases• Taking care of the process of charging a premium user accounts, agents and contact with external payment-enabled users• Using current and approved processes and procedures in the company• Comprehensive shipping mass mailings to members• Contact with users in case of problems with payments and in situations justified by the procedures Show less

  • PL Team Leader, SSC Operations

    Apr 2018 - now

  • Customer and Merchant Services PL Team Leader

    Dec 2017 - Apr 2018

  • Customer Service UK/IE Team Leader

    Oct 2016 - Dec 2017

  • Resolution Team Specialist

    Apr 2015 - Oct 2016