Jan Dadas
London,United Kingdom
Summary
Customer service professional with significant experience in a high-volume contact centre environment and a proven record of exceeding customer satisfaction, quality and retention targets. Currently operating in a supervisory secondment role, supporting agent performance, coaching feedback, live resource management and customer escalations. Confident communicator who leads by example, collaborates effectively with stakeholders, and balances operational excellence with outstanding customer experience.
Overview
8
8
years of professional experience
Work history
Senior Customer Care Associate (Secondment)
The Financial Times
London
2022.11 - Current
- Acted as frontline escalation point for complex and high-risk customer queries
- Monitored live dashboards to ensure adequate resourcing across channels to minimise customer wait times
- Took calls and live chats to lead by example and support the team during peak periods
- Assessed call recordings and chat transcripts to verify acquisition and retention activity, balancing process adherence, quality standards and fair bonus allocation
- Approved refunds and resolutions in line with policy, balancing customer satisfaction with commercial goals
- Reported operational insights and recurring issues to senior management to support service improvements
- Provided structured performance and behavioural feedback to Team Leaders to support coaching conversations
- Identified and escalated minor behavioural and conduct issues in line with internal processes
- Supported the achievement of team-wide QM, CSAT and SLA targets through ongoing support and performance feedback
- Maintained own QM (98.7%), CSAT (100%) and SLA (48h response time) targets
- Achieved 29.6% retention and 42.3% acquisition rates
Customer Care Associate
The Financial Times
London
2022.09 - Current
- Managed high-volume customer queries through effective time management, resulting in 100% CSAT score in 2025 (target 93%)
- Stayed current on product, security, and marketing updates, leading to 97% average QA score for 2025 (target ≥ 90%)
- Retained customers at 22% average rate (exceeding 15% target) by enhancing their FT experience
- Specially selected to be part of a small team managing a high administrative workload over an exceptionally busy period of time
- Chosen to be part of a team spearheading the incorporation of the CEMEA region into the day-to-day operations of UK Customer Care Centre agents
- Mitigated impact of customer complaints by maintaining high-quality customer experience to achieve lifetime value
- Collaborated with stakeholders from across the business to better assist clients and ensure swift service
- Identified, investigated, triaged and sought resolution for technical issues by communicating with technical support
- Worked at the Subscriber Lounge at the FT Weekend Festival to demo tools and features of readers' subscriptions to increase engagement
Front of House
The Cow - Young's and Co
London
2021.06 - 2022.09
- Responded to guest requests regarding their reservations, such as space arrangement, food and drink pre-orders or special-event requirements
- Trained new employees, while maintaining swift and fun service
- Managed bar and restaurant customer inquiries and orders in a timely manner
- Created social media content for the brand
Cook
Butchies Ltd
London
2020.05 - 2021.06
- Worked effectively with all kitchen personnel to adhere to the demanding pace of a fast-food establishment
- Organised, maintained, and labelled all stock orders prior to cooking or shelving
- Trained new batches of employees to ensure procedure adherence
Waiter
Linnaean Ltd
London
2019.10 - 2020.03
- Provided professional service in the cafe as well as the wellness venue located inside
- Prepared specialty coffee, tea drinks and cocktails in a fast-paced environment
- Adhered to the highest hygiene standards of the luxury environment
Actor
STARS Impresario Film sp. O.o
Warsaw
2018.07 - 2019.08
- Represented myself and the company at TV and film castings
- Performed at various theatres across Poland, showcasing renditions of well-renowned musicals
- Co-directed and co-choreographed some performances, as well as supervised their production in director's absence
- Ran promotional efforts to boost ticket sales
Education
BA (Hons) - African Studies and Politics
SOAS University
LondonHigh School Diploma - International Baccalaureate
Copernicus Bilingual High School
WarsawSkills
- Coaching and Performance Feedback
- Escalation Handling
- Resource and Capacity Management
- Stakeholder Communication
- Behavioural and Conduct Issue Management
- Data Analysis
- Critical Thinking
- Problem Solving
- Communication Skills
- Time Management
Timeline
Senior Customer Care Associate (Secondment)
The Financial Times
2022.11 - Current
Customer Care Associate
The Financial Times
2022.09 - Current
Front of House
The Cow - Young's and Co
2021.06 - 2022.09
Cook
Butchies Ltd
2020.05 - 2021.06
Waiter
Linnaean Ltd
2019.10 - 2020.03
Actor
STARS Impresario Film sp. O.o
2018.07 - 2019.08
BA (Hons) - African Studies and Politics
SOAS University
High School Diploma - International Baccalaureate
Copernicus Bilingual High School