Customer-obsessed manager with experience in fashion e-commerce industry, from Product to Customer Experience, with additional history of studying and working abroad. As a professional, I am deeply empathetic and passionate about forming strong and devoted teams. Throughout my career and education years, I have demonstrated a natural ability to connect with people from diverse backgrounds and leveraged communication skills to excel in multicultural environments. Having graduated from Warsaw School of Economics, I gained knowledge in economics, management and finance, and an invaluable experience of co-organising charity projects.I am committed to providing exceptional customer experiences, constantly seeking new ways to exceed expectations and make meaningful connections with those around me.I am always ready to take on new responsibilities and challenges and I take pride in motivating and developing employees, encouraging them to use their unique skills to contribute to company's success.
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Head Of Customer SuccessMiintoWarsaw, Pl
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Customer Success Team ManagerMiinto Aug 2022 - Present- Managing a direct team of 7 leaders & 150+ agents providing support in 13 markets- Increasing and developing crucial KPIs including CSAT, CES and NPS- Improving performance of the teams by cooperating with QA and Training departments - Recruiting high-skilled customer service agents fluent in various languages- Close cooperation with all internal departments to ensure unforgettable customer experience
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Customer Care Team Coordinator / LeadMiinto Group Apr 2020 - Sep 2022Warsaw, Mazowieckie, PolandBuilding and leading multiple teams of engaged agents and specialists, obsessed with customer-centric service and specialised in various Customer Excellence processes- Coordinating support of over a hundred support agents on 13 European markets- Leading multiple teams: Resolution Center, Fraud & Disputes, Shift Leads and Backoffice in Customer Care- Building attractive and effective bonus schemes based on individual and team results- Building processes, creating learning materials and holding trainings- Forecasting and assuring correct staffing on 24/7 email, phone and chat queues - Assuring a clear, aligned and transparent communication within the team and close cooperation with partner operations and tech teams
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Product Center CoordinatorMiinto Group Jul 2019 - Apr 2020Warsaw, Mazowieckie, PolandCoordinating a team of over 40 dedicated team members and SPOCs, responsible for ensuring the best selection of products on Miinto platforms.- Motivating the team to meet company's SLA- Running regular reviews of team's efficiency and significantly improving the deviations- Adjusting team capacity to the business needs through in-advance planned recruitment - Onboarding new team members by introducing them to processes, providing needed support and building a knowledge base- Monitoring the quality of team's job, spotting the errors and their causes and addressing themCoordinating various projects, eg. deduplication and discount campaigns. Managed to increase Team's capacity by 2 times during pre-Black Friday peak.
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Product Center SpecialistMiinto Group Mar 2019 - Jul 2019Warsaw, Mazowieckie, Poland
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Private TutorFreelance Jan 2017 - Jan 2019Creating a patient, supportive and productive learning environment for the most demanding students - school-age children and teenagers :)- Assessing students' knowledge and skill levels and identifying strengths and weaknesses- Understanding individual learning styles and tailoring teaching to match the needs- Keeping students focused and engaged by using diverse techniques, exercises and real-life examples- Setting achievable goals and working towards them together with the students, by providing guidance and support and monitoring the progress Improving average and below average grades of 10 students and maintaining them at excellent and very good levels.
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WaitressPrezzo Jul 2018 - Sep 2018Brighton And Hove, England, United KingdomManaging multiple tasks and guests simultaneously, and working as part of a team to ensure positive dining experiences.- Welcoming and seating guests of the restaurant followed by making suggestions based on their preference, taking orders and being available during their visit- Upselling by successfully recommending dishes to guest- Addressing any concerns and issues voiced by guests- Closely cooperating with multi-cultural management, serving and kitchen staff- Making sure that quality of served food and beverages meets the restaurant standards -
Product Center SpecialistMiinto Group Feb 2018 - Jul 2018Warsaw, Mazowieckie, Poland- Improving selection of products on Miinto by creating, merging and approving products before they go online- Providing adequate descriptions and translations- Adding product photos and editing them in accordance with company standards- Migrating products between the platforms and systems
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Team MemberPret A Manger Jun 2017 - Sep 2017London Heathrow Airport, England, United KingdomServing thousands of customers from all around the world at the busiest airport in the UK. - Creating a welcoming and safe environment - Effectively communicating with customers and providing excellent service- Training and supporting new team members - Handling cash transactions- Maintaining cleanliness and hygiene standards- Preparing and serving beverages and food according to company's high standards
Małgorzata Masłowska Education Details
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Accounting And Finance -
Business Administration And Management, General -
Global Business, Finance And Government
Frequently Asked Questions about Małgorzata Masłowska
What company does Małgorzata Masłowska work for?
Małgorzata Masłowska works for Miinto
What is Małgorzata Masłowska's role at the current company?
Małgorzata Masłowska's current role is Head of Customer Success.
What schools did Małgorzata Masłowska attend?
Małgorzata Masłowska attended Sgh Warsaw School Of Economics, University Of Patras, Sgh Warsaw School Of Economics.
Who are Małgorzata Masłowska's colleagues?
Małgorzata Masłowska's colleagues are Martyna Samek, Paulina Legut, Jonathan Llanes Tøttrup, Yasser Jaffal, Mythili Asokan, Elisa Bertoni, Aleksandra Szawarska.
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Małgorzata Masłowska
Dyrektor Zarządzający W Wamel Silniki Elektryczne Sp. Z O.O.Warsaw Metropolitan Area -
Małgorzata Masłowska
Białystok
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