Barbara Korus
Krakow
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Customer First Advisor/Billing Specialist
Shell Energy Krakow
06.2020 - Current
- Customer First Advisor- answering queries related to electricity and gas supply via phone and chats, email handling, ticket resolution, working under tight deadlines
- Complaint handling
- Billing Resolution Specialist- manual calculations, Excel calculations, resolving technical issues connected to accounts, bill authorization, data analysis
- Worked well in a team setting, providing support and guidance.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
Customer Care Specialist/Shift Leader
Cathay Pacific Krakow
07.2016 - 05.2020
- Customer Contact Specialist - creating new bookings, amending existing ones, answering queries related to aviation
- Responded to customer calls and emails to answer questions about products and services.
- People Coordinator - HR duties such as recruitment and onboarding process, handling queries related to employee benefits (staff travel, Multisport)
- Shift Leader - break management - Verint, handling escalation calls, QA assessment, coaching sessions.
- Trained staff on operating procedures and company services.
Subject Matter Expert
Webhelp Lisbon
04.2016 - 06.2016
- Provided Subject Matter knowledge to agents handling easyJet projects in Lisbon
- Handled escalations and assisted with cases via Sprinklr - Social Media Customer Case system
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Care Specialist
Serco Krakow
09.2013 - 03.2016
- Customer Contact Specialist - customer care for passengers with Special Assistance, B2B and Group Bookings calls
- Social Media Expert - customer care via Facebook and Twitter
- Navigated multiple computer systems and applications to find information.
- Responded to customer inquiries via phone, email and web-based platforms.
English and Spanish Teacher
Mak Callan School of English Krakow
01.2007 - 06.2013
- Conducted foreign language exams to determine fluency and comprehension.
- Used written exercises to test and develop reading and writing foreign languages.
- Improved student comprehension by utilizing creative teaching methods.
Education
BA - Spanish Philology
University Of Pedagogics Krakow
06.2010
MA - English Philology
University Of Pedagogics Krakow
01.2008
BA - Pedagogics
Teacher Training College Raciborz
06.2004
Skills
- Soft skills
- Data analysis
- Training and mentoring
- Problem-Solving
- Attention to Detail
- Flexible and Adaptable
- Friendly, Positive Attitude
- Fluent in English and Polish
- Intermediate in Spanish
Languages
English
Proficient
C2
Spanish
Intermediate
B1
Hobbies and Interests
- Animal Care
- Traveling
- Cooking
Other
I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Timeline
Customer First Advisor/Billing Specialist
Shell Energy Krakow
06.2020 - Current
Customer Care Specialist/Shift Leader
Cathay Pacific Krakow
07.2016 - 05.2020
Subject Matter Expert
Webhelp Lisbon
04.2016 - 06.2016
Customer Care Specialist
Serco Krakow
09.2013 - 03.2016
English and Spanish Teacher
Mak Callan School of English Krakow
01.2007 - 06.2013
BA - Spanish Philology
University Of Pedagogics Krakow
MA - English Philology
University Of Pedagogics Krakow
BA - Pedagogics
Teacher Training College Raciborz
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