Katarzyna Kaliszewska

Experience

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  ORIFLAME COSMETICS

  Sept 2008 - Sept 2011

  Independant Team Leader & Manager

  Structure Building:- recruited, trained & supervised 40 independent sales consultants- organised prospecting activitiesSales:- directly sold beauty products

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  Other Experience

  Jan 2010 - Jan 2015

  Other

  - Independent Headhunter of language specialists- Tutor of English and French- Language Teacher (Practice) in Public Schools in Warsaw- Translator (from English and French) in Various Domains e.g. IT, Architecture, Agriculture- Pollster at Copernicus Science Centre

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  DaftCode

  Jul 2014 - Dec 2015

  Customer Service Specialist

  Customer Service:- assisted customers in English, French and Czech on the phone, chat & email- enlarged the knowledge base & prepared new templates- trained French-speaking customer support agents

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  Customer Heroes

  Jan 2016 - Jan 2017

  Project Management:- managed two customer service projects - re-organised a research project for a remote work formulaRecruitment:- headhunted & hired full-time and temporary employees Customer Service:- assisted customers in English, French and Czech on the phone, chat & email- enlarged the knowledge base & prepared new templates- trained French-speaking customer support agents- helped in recruitment processes

  • Recruiter & Project Manager

    Sept 2016 - Jan 2017

  • Customer Support Specialist & Team Leader

    Jan 2016 - Sept 2016
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  European Parliament

  Jan 2017 - Jul 2017

  Office Assistance:- prepared abstracts of internal documents for parliamentary sessions in Strasbourg- managed the news & content intranet of the EU Department for Translation- published articles on machine translation & the future of languages- prepared a campaign against paper waste disseminated in the EU back office structures Translation:- translated numerous legislative & internal documents from English and French to Polish- enlarged interinstitutional terminology platforms for AI use in machine translation

  • Trainee in Directorate-General for Translation

    Apr 2017 - Jul 2017

  • DG Translation Trainee - Polish Unit

    Jan 2017 - Apr 2017
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  Customer Heroes

  Jul 2017 - Aug 2019

  Customer Operations & Project Manager

  Complex Management of the Following Projects:- customer service for multilingual online VOD services 24/7, BTC operated platforms, cloud storage & file-sharing tech solutions targeting US & Canada, Europe, Latin America- CS for international booking & CRM application - a unicorn start-up present on 80 markets- sales support for payment solutions technology specialised in subscriptions & one-click payments- global market research: a considerable size database of leads for Saas in fitness/sport industry- CS & procurement consultancy for one of e-commerce clients- lead generation & CS for a real-time asset tracking systems company- multilingual CS for e-commerce in furniture industry- mystery shopping: CS efficiency & quality research in various industriesTeam & Operations Management:- recruited, hired & trained over 100 full-time and temporary employees from over 30 countries- improved quality standards by regular evaluation, coaching, workshops & template supervision- introduced procedures of in-office communication, anti-discrimination, bonus & salaries diversification- maintained SLA required by clientsBrand Representation:- represented company interests in the investor's group- represented the brand at trade shows, fairs & events- actively looked for new clients at networking events & groups outside of work Show less

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  XperiencePoland.com

  May 2019 - Jul 2019

  Fun Experience Guide

  Organisation of Activities:- guided international groups at fun experience tours in Warsaw (city games, pub crawls, paintball & shooting activities etc.) - all activities held in English and French

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  Tylko

  Jun 2019 - May 2020

  Project Management:- implemented multiple solutions & IT improvements in the fast-growing e-commerce start-up resulting in raising results & setting new KPIs - implemented new internal and cross-departmental procedures & problem-solving solutions- undertook numerous actions to improve KPIs (result: email FRT reduced by 12%) with maintaining the expected quality of the service- initiated rebuilding of the contact form on the website by adding new functionalities for customers & re-organizing reply flows (result: increased use of the contact form & reduced time of solving issues)- introduced new customer experience solutions- worked in SCRUM team: issued & tested IT improvements of tools for CS department- conducted a pilot project on the implementation of the procurement consultancy- copyrighted & implemented new hotline IVR - initiated a multi-channel customers' feedback analysis project- supervised implementation of tagging automation - requested modifications and copyrighted some new content on product pages- contributed to new complaint management paths & proceduresOperations Management:- conducted regular and emergency meetings on problem solving, quality and communication- supervised the CS department schedules & continuity of the service- intervened in difficult cases: free returns of products or leaving negative opinions- managed messages to customers informing about major changes or service interruption- analysed & reported results of team actions (crisis management & unusual situations like price increase)- hosted potential customers in Warsaw office (sales representative function)- maintained relationships with customers participating in the referral program- managed customer reviews on the website- intervened in cash collection process - recruited & trained new employeesCrisis Management:- established and enforced new crisis procedures- supported early identification and mitigation of risks Show less - performed a detailed audit of the Customer Service department drawing conclusions and proposing short and long-term changes- gathered quality standards that resulted in preparation and testing of quality scorecards- undertook intervention with customers during service quality crisis- supervised, regularly extended and updated the knowledge base & info flow channels- prepared new recruitment tasks & standards- served with consultancy in the field of linguistic correctness & creating new templates Show less

  • Project Manager

    Sept 2019 - May 2020

  • Quality Assurance Specialist

    Jun 2019 - Aug 2019
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  MoneyGram

  Oct 2020 - now

  - providing direct management, feedback, instruction, guidance and direction to employees- streamlining Data Management by reporting process across all sites, integrating varying reporting tools and systems, integrating chat, in-store and email survey reporting and CSAT reporting (Agent & Customer survey), continuous enhancement and maintenance of DSAT analysis tool (Agent & Customer survey) - facilitating and closing the loop on DSAT audits and calibration- developing Data Analysis by ensuring systematic analysis of available data sources (Agent & Customer survey), identifying trends on DSAT drivers, cooperating with SMEs and vendors to identify areas of improvement- closing the loop, ensuring impact on business model by identifying improvement areas and processes for customer service and experience based on data available via multichannel customer survey, ensuring data and analysis results availability across the company, designing and driving customer service level improvement via regular roundtables with stakeholders, preparing report and presentations for management reporting- leading projects related to Customer Service Excellence by ensuring proper set up, stakeholders engagement and executing implementation plan, leading initiatives around Platinum Standards of Customer Care based on current observations- responsible for preparation of trend analysis to highlight current and historical performance, opportunities for improvement, product feedback, and develop plans for improvement- communicate with senior leadership on Customer Service reporting and participate in the feedback loop for CC customer experience focus Show less - developing and maintaining partnerships with the internal and outsourced (vendor) call center locations, including leading meetings, having business travels and every day operational supervision- developing, conducting training sessions for trainers (TTT) and for CS representatives on customer experience improvement, soft skills, procedures, products and CSAT measurement- preparing and updating Customer Service Excellence related documents, presentations and reports on CSAT survey measurement, procedures and standards; co-operating with QA & training teams- presenting CSAT results to broader audience on MGI Online product business meetings and summits- leading the project of revision and unifying chat templates in use for vendor locations- assisting and testing while implementing new feedback management platform (Qualtrics)- conducting monitoring sessions and calibration meetings with the purpose of identifying and improving potential areas to improve customer experience across all 9 vendor locations- identifying and documenting trends on newly released products, tools and operational changes for product owners and leadership; reporting bugs and areas of improvement for products & procedures- controlling outsourced customer service results by monitoring, revising and analyzing DSAT evaluations prepared by vendors (I also proposed and execute internal KPI of DSAT Accuracy)- assisting outsourced locations with development of training materials and improving CS quality- making business-minded decisions and proposing improvement solutions in various areas- assisting in onboarding of new team members of internal and outsourced locations by providing CSAT-related sessions, reporting onboarding and quality support- acting as backup Data Analyst - preparing Dashboards and complex reports for MGI & vendors Show less

  • Customer Service Excellence Manager

    Nov 2023 - now

  • Senior Customer Service Excellence Analyst

    Oct 2020 - Nov 2023