Summary
Overview
Work History
Education
Skills
Additional Information
Design Portfolio
Hi, I’m

Anna Golec

Customer Experience Executive
Anna Golec

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Friendly and open-minded personality, self-motivated and creative in solving cases.

Overview

9
years of professional experience
1
year of post-secondary education

Work History

eve Sleep

Customer Experience Executive
01.2022 - Current

Job overview

  • Remain courteous and calm at all times, even during moments of intense customer displeasure
  • Improved understanding of Zendesk customer service software, as well as GFS Seeker and ShipUp to track shipments and report on movement of orders
  • Competent understanding of NetSuite for order fulfilment and stock tracking
  • Consistently exceeding key performance indicators, and individual and team targets
  • Handle 50+ customer interactions per day, giving detailed, personalised, friendly & polite service to ensure customer satisfaction
  • Maintain average of 85% for tickets and 92% for live chat customer satisfaction rating, in line with company KPIs
  • Ownership of any escalated issues regarding delivery or collection, following up with customer and logistic partners to ensure fast resolution
  • Maintaining complete understanding of the eve products to ensure top quality assistance for pre-sale enquiries and drive them to successful sale
  • Representing the brand
  • Act as eve's voice, and always provide engaging, positive, vibrant and extraordinary customer experience
  • Providing excellent aftercare-sales service by processing return requests in a timely and effective manner
  • Working closely with the Operations team and following up on outstanding orders and shipping updates
  • Attending weekly team meetings, 1:1 sessions with team leader to discuss progress and targets

Good Sixty

Customer Service Agent
12.2021 - 01.2022

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Scheduling agendas and optimising routes for riders
  • Entered customer information into customised computer system to document and organize client records.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Provided primary customer support to internal and external customers.
  • Resolved over 50+ customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

Direct Fabrics

Sales Administrator
05.2021 - 10.2021

Job overview

  • First‑line contact with customers via email, online chat and phone for sales enquiries
  • Working independently and managing work ow to ensure all inquiries are responded on time and orders are completed within lead time
  • Quoting projects and submitting through email and online platforms
  • Ensuring customers are kept up to date on stock levels, delivery dates, and any issues with their orders
  • Processing orders and following up with technical and manufacturing teams with necessary documentation
  • Working and operating daily with software such as Magento, Tawk (live chat) and outlook
  • Liaising with contractors and suppliers regarding projects and custom orders
  • Update the daily leads with all incoming inquiries
  • Managing invoices daily and reporting any low margins and discrepancies in prices based on manufacturer price list.

BGSW CRC Probation Services

Lead Receptionist
09.2020 - 05.2021

Job overview

  • Coordinate and oversee the probation reception activities to ensure compassionate and professional service is provided and efficient workflow
  • Process incoming and outgoing telephone calls, take messages, and answer queries appropriately and in line with recognized procedures
  • Demonstrate pro‑social modelling by consistently reinforcing and challenging pro‑social behavior and attitudes
  • Work in accordance with the organization's Safeguarding policies and procedures and assist organisation in carrying out its duties to protect children and vulnerable adults and promote their welfare
  • Collaborate with the broader management team to create and enhance communication within offender managers, the police front office, service users, case admin team and external institutions
  • Produce and monitor weekly and monthly financial reconciliations statements and report to facility coordinator
  • Review and improve operational processes

Sonnes Art

Independent Business Owner
02.2016 - 02.2020

Job overview

  • Lead and operate a one‑person independent art business, including Pop‑Up markets & online store
  • Completed commissions for a range of clients (dBs Music, Cabot Circus, Elevator Sound, Zebra Proof, B24/7)
  • Performed successfully at many local and international markets and festivals
  • Created a broad range of work using various design techniques
  • Developed creative design for print materials, banners and signs
  • Designed logos, infographics and unique posters

dBs Sound & Music Institute

Receptionist Administrator
03.2016 - 11.2019

Job overview

  • Handled various administrative duties for the academic team of lectures, HE Administrator and staff, including clerical support, data entry, and meetings
  • Greet and welcome new students who arrived for a pre‑booked tour of facility
  • Assist with bookkeeping tasks such as bank reconciliation, invoice chasing, reporting irregularities to management
  • Book and arrange travel, transport, accommodation, staff events
  • Recruit, train and manage a team of 5 baristas for internal coffee shop
  • Liaise with IT, techs, marketing, HR team, and other executives on behalf of the manager

Education

Weston College

UAL Foundation Degree in Art & Design from Level 4
09.2021 - 06.2022

University Overview

Gloucestershire College

Business Administration from Level 2
08.2020 - 08.2020

University Overview

Skills

Adaptable

Positive attitude

Hard working

Patient

Empathic

Multitasking

Cooperation

Creative problem solving

Zendesk

Live Chat

Complaint resolution

Additional Information

Additional Information

Volunteering at BBUltra 55K Marathon

The BB Ultra – https://bbultra.co.uk/ – is based in the heart of the Brecon Beacons National Park. The route is a point-to-point 55 km ultra-marathon crossing of the central section of the Brecon Beacons National Park. It takes in all of the main summits and stunning ridge line.

Volunteering at the checkpoints, serving water and snacks, and making sure runners are a good fit to continue the race. The best part is to have a chat with them, support them when they needed and boost their confidence :)

Art Battle - Volunteer

Live Competitive Painting.

Bristol Letters Project

My artwork was chosen by voters via the Cabot Circus Shopping Mall fan page.

Installation is still up, in the centre of Bristol.

https://www.flickr.com/photos/baker_1000/43843326684

Design Portfolio

Design Portfolio

https://www.behance.net/imanka

Anna GolecCustomer Experience Executive
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