Mariola Kubok

Experience

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  Cathay Pacific Airways

  Apr 2016 - Jan 2022

  - Managing a team of up to 20 specialists- Working on preparation and delivery of internalprojects- Ensuring all the KPIs are met and creating reports- Monitoring team performance and satisfaction- Regularly conducting performance reviews and 1x1s for the team- Developing a broad understanding of the process assigned, actively monitoring queues, allocating work, handling escalations, managing customer expectations and planning staffing to meet business requirements- Proposing and supporting improvements of processes - Focusing on strategic goals and long-term objectives- Setting monthly and yearly team targets- Quality control- Recruiting new candidates Show less

  • GCC Customer Contact Team Lead

    Jun 2019 - Jan 2022

  • GCC Customer Service Shift Lead

    Jan 2017 - May 2019

  • Customer Service Specialist

    Apr 2016 - Dec 2016
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  UBS

  Feb 2022 - now

  Project Management Officer

  - Conducting UAT tests- Following test case scenarios and raising defects in Jira- Transforming users feedback into actionable items- Suggesting and implementing process improvements- Acting as a middleman between business users and SMEs