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Work Background
RevolutProduction Operations Manager
Oct. 2022Cracow, Małopolskie, PolandProcess Management: - Developing a process for improving user CSAT, complying with our quality guidelines - Making critical-business decisions: breaking down complex business cases and backing up reasoning using advanced analysis - Exploring and defining which projects the team should prioritise, and setting a timeline to reach goals quickly - Helping to build and implement processes and standards for delivery through the global network People Management: - Taking responsibility for the day-to-day management of Customer Experience Managers - Developing my own people as a leader of a large and growing team - Guiding my team and working with them to unlock their full potential - Leading my Team Leads by example, resolving the toughest of issues from customers and ensuring that my team consistently delivers at a high level Stakeholder Management: - Interacting and collaborating with teams from different regions and cities across the globe, who support 28+M customer users around the world - Constantly improving our level of service provided to our customers - Exceeding on agreed service levels, suggesting improvements to support logic, or crafting structures to best run our support operations - Building lasting relationships with our vendor partners, which can help influence decisions for the larger cause of the company Performance Management: - Owning business line metrics, improving people's performance, including rate and quality of decisions - Reviewing and managing daily, weekly, monthly, and quarterly operations KPIs Change Management: - Proposing, developing and implementing systems, programs and processes that strengthen the foundation of WOW service excellence to our customers
RevolutCustomer Experience Manager
Feb. 2022 - Jan. 2023Kraków, Woj. Małopolskie, PolskaThe main area of focus: CREDIT - unsecured personal loans, credit cards, and pay later Core duties: - Functional manager of Research and the specialized credit frontline team - Converting detractors RCA into actionable items for improving customers' satisfaction - Maintaining the knowledge base and documentation within the allocated vertical - Maintaining and improving feedback across the research team - Keeping the CS specialized credit frontline team informed on any upcoming launches or processes-oriented changes - Defining the factors affecting the quality of the specialized frontline team services - Coordinating with other teams such as Capacity Planning, Research, FAQ, Complaints, Compliance, Underwriters, Learning & Development, Quality and Quality assurance, Product Experts, Tech, team leads, and vendors to ensure that all teams are aligned on future changes - Coordinating with vertical Operations Manager and product owners on reported bugs and issues - Coordinating with credit product teams and preparation for any public release of a new product (reviewing materials obtained from product owners: processes, customer journey, T&Cs; reviewing and reporting FAQ for updates) - Optimising and establishing internal escalation processes in alignment with other involved teams - Mitigating the risks & crisis management Other areas developed with my help: - Account section of Revolut app: Customer onboarding process along with logging in, Account termination, Open banking, Currency exchange, Negative balance recovery flow - Extra features: Donations, Revolut Pro, Analytics & Budgeting, Revolut Junior - Internal processes: handling complaints, inbox, and back-office, legal inquiries, privacy policy, flows for vulnerable customers, reporting risk incidents
RevolutProduct Launch Specialist
Feb. 2020 - Jan. 2022Cracow, Małopolskie, PolandCore duties: - Coordinating with the relevant product team and preparation for any public release of a new product - Coordinating with other teams such as FAQ, Complaints, Compliance, Trainers, Quality, Subject Matter Experts, Tech, etc. to ensure that all teams are aligned on future changes - Decreasing chat volumes through implementing solutions after thorough data monitoring, collection, and chat analysis (issue solving) - Optimising and establishing internal escalation processes in alignment with other involved teams - Keeping the Customer Support department informed on any product or procedure-related changes - Reviewing materials obtained from product owners: processes, customer journey, T&Cs - Creating, updating, maintaining, and improving the knowledge base - Reviewing and reporting FAQ for updates - Mitigating the risks & crisis management - Creating e-learning materials, training, and Q&A sessions Cooperation with product teams in the following areas: Junior, Savings, Open banking, Revolut Pro, Revolut Lite, Push-to-card, Pay Later, Donations, Top-up with iDEAL, Credit: Development for the UK, the US, Lithuania, Poland, Ireland, Romania and Australia, Analytics & Budgeting, Cards (special editions), also internal tools and processes: personal information including KYC, account termination, account access recovery flow with resetting the passcode, negative balance recovery flow and more; price plans switching, account statements, GDPR and raising risk incidents; development of internal tools (chat and back-office).
RevolutCustomer Support Specialist
Aug. 2019 - Feb. 2020Kraków, Woj. Małopolskie, Polska- Providing phone and chat support to Retail customers - Creating and editing knowledge base fos Support departament - Creating training materials and conducting training sessions for Support departament in preparation for the launch of Junior app - Providing shadowing sessions for new joiners
Centrum Edukacyjne COMMANauczyciel języka angielskiego
Oct. 2017 - Jun. 2019Mstów
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