Klaudia Stanczyk

Call Centre Agent → Supervisor

• Promoted to Supervisor after consistently exceeding performance targets and demonstrating strong leadership skills.
• Led a high-performing customer service team, overseeing daily operations, performance, and client engagement in a fast-paced, high-volume environment.
• Managed and optimized workflows for a dedicated business team, collaborating with senior management to ensure efficient delivery of services.
• Developed and implemented new procedures that streamlined operations, increasing team productivity and reducing response times.
• Conducted one-to-one coaching sessions, providing constructive feedback to help team members meet or exceed KPIs.
• Created a culture of open communication and collaboration within the team, fostering a supportive and productive environment.
• Led the end-to-end recruitment process, including hiring, training, and identifying high-potential employees for promotion.
• Acted as the primary point of contact for complex client complaints, applying service recovery techniques to resolve issues and maintain high satisfaction levels.
• Built and maintained strong client relationships, ensuring service expectations were consistently met.
• Identified trends in customer complaints, feeding insights into process improvements to reduce repeat issues and enhance service delivery.

• Managed high-volume customer calls in a fast-paced call centre, ensuring prompt issue resolution and maintaining a high level of customer satisfaction.
• Provided timely, accurate, and empathetic responses to customer inquiries via phone and email, meeting or exceeding service level agreements (SLA).
• Effectively escalated unresolved issues to the appropriate departments, ensuring quick resolution and follow-up.
• Built and nurtured strong client relationships, consistently exceeding service and quality standards during performance reviews.
• Promoted to admin role, handling ticket bookings for events and providing premium concierge services for clients.
• Coordinated event logistics, ensuring smooth ticketing and reservation processes for high-profile clients.
• Managed multiple administrative tasks, including client scheduling, data entry, and ensuring accurate record-keeping.
• Delivered personalized services, anticipating client needs and providing tailored recommendations to enhance their event experiences.