Summary
Overview
Work History
Education
Skills
Timeline

Paulina Baczak

Artarmon,NSW

Summary

I am Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. I collaborate with clients and internal team members, providing quality recommendations based on industry research. I improve existing processes, procedures, resource allocation and stakeholder engagement to align with strategic goals. . I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Knowledge Expert

Angle Auto Finance
11.2023 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.

Call Center Supervisor

Angle Auto Finance
09.2023 - 11.2023


  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behaviour identification.
  • Supervised 5 consultants in providing excellent customer service to callers requiring assistance with theis issues.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.


Customer. Service Assistant

Angle Auto Finance
12.2021 - 09.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Assisted customers by answering questions and responding to inquiries.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assist in customer service and. settlement line
  • Responded to customer calls and emails to answer questions about products and services.

Duty Manager

Virgin Active
03.2020 - 12.2021
  • Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
  • Initiated plans to improve customer relations, quality standards and service efficiency.
  • Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
  • Oversaw multiple operations tasks with team of 7 personnel.
  • Trained employees in essential job functions.
  • Developed schedules for up to 5 employees per shift.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Team Leader

The PortsideCenter
04.2016 - 07.2020
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Led team of 10 members while providing exceptional customer service.

  • Initiated timely response to emails, voicemails and written correspondence.
  • Cross-trained and provided back up for customer service managers.
  • Facilitated training for associates through daily coaching and regular performance appraisals.

Operations Assistant

Virgin Active
11.2019 - 03.2020
  • Prepared and proofread reports detailing operations activities.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Kept gym area clean and neat to give visitors positive first impression.

Sales Assistant

Aclari Dimonds
07.2015 - 11.2015
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Fielded customer questions to share information about products, availability and pricing.
  • Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions.

E-Commerce Specialist

N1 Group
12.2013 - 07.2015
  • Interacted with and sold to e-commerce customers and delivered prompt and courteous service.
  • Corresponded with online customers to address questions or complaints about products, policies or shipping methods.
  • Managed financial tracking, inventory coordination and social media marketing.

Receptionist

Reha Punkt
01.2011 - 06.2013
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.

Education

Cerifacete 3 in Fitness

TAFE NSW, Sydney, NSW
12.2019

Business English Course

Greenwich English College, Sydney
09.2016

Skills

  • Service Management
  • Service Coordination
  • Process Updates
  • Scheduling
  • Staff Management
  • Employee Training
  • Stock Control
  • Organization and Time management
  • Customer service
  • Data management
  • MS Office
  • Leadership
  • Conflict resolution
  • Responsible
  • Planning and Coordination
  • Team building
  • Fluent in Polish
  • Multitasking

Timeline

Knowledge Expert - Angle Auto Finance
11.2023 - Current
Call Center Supervisor - Angle Auto Finance
09.2023 - 11.2023
Customer. Service Assistant - Angle Auto Finance
12.2021 - 09.2023
Duty Manager - Virgin Active
03.2020 - 12.2021
Operations Assistant - Virgin Active
11.2019 - 03.2020
Team Leader - The PortsideCenter
04.2016 - 07.2020
Sales Assistant - Aclari Dimonds
07.2015 - 11.2015
E-Commerce Specialist - N1 Group
12.2013 - 07.2015
Receptionist - Reha Punkt
01.2011 - 06.2013
TAFE NSW - , Cerifacete 3 in Fitness
Greenwich English College - , Business English Course

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Paulina Baczak