Wiktoria W. Surowka Email & Phone Number

Santa Monica, California, United States

🤝 Strengthening Cross-Departmental Relationship: Successfully cultivated robust, trusting relationships between Product, Engineering, and our newly integrated Member Support department, fostering a collaborative environment that accelerates issue resolution and product improvements.🚀 Pioneered a New Support Specialist Role: Led a pilot program for a new Product Support Specialist role at Headspace, enhancing support's cross-functional involvement and aligning it with evolving internal needs.🧰 Empowering Support Agents: Gained access to additional tools empowering support agents to troubleshoot and resolve issues independently. This strategic move drastically reduced bug and issue escalations to engineers, boosting overall efficiency and customer satisfaction.🔄 Optimizing Workflow Integration: Merged two Zendesk instances, including workflows and often intersecting components, streamlining support processes for greater cohesion and efficiency.🛠️ Revamping Help Center for Empowered Support: Overhauled the Help Center with a set of new articles for a new Headspace audience, reorganized it for easier navigation, while empowering Member Support's ownership. This not only enhanced member experience but also contributed to more efficient issue resolution.

🚀 JIRA Process Optimization: Proposed and implemented internal and external JIRA process solutions, streamlining issue investigation, formatting of issue tickets, and prioritizing escalations. Aligned processes with internal stakeholders, enhancing collaboration and accelerating issue resolution.🛠️ Project Management Transformation: Introduced project management tools such as Notion and the DACI framework to the Member Support team. This initiative enhanced visibility and accountability, resulting in more successful internal project management and execution.🌐 Technical Subject Matter Expert Program: Founded, led, and trained a Technical Subject Matter Expert program within the Member Experience team. This initiative not only drove SLA improvement but also empowered agents to deepen their knowledge, resulting in increased first reply time and decreased resolution time.🧰 Tool Optimization for Efficiency: Spearheaded research, improvement, and implementation of various tools (internal and 3rd party tools and extensions) for the Member Support team. Some examples include: ADA, Zendesk Apps, JIRA integrations, UnitQ, and more in purpose to enhance operational efficiency and agent productivity.🤝 Strategic Collaboration for Team Roadmaps: Partnered with our Project Manager and co-Managers to build a comprehensive quarterly and yearly team roadmap. Considering available resources, members' immediate needs, impact measures, and future forecasting, in hopes of strategic alignment and successful project execution.

🛠️ JIRA Dashboard Mastery: Expertly gathered insights, investigated, and debugged new and ongoing issues. Maintained and prioritized incoming bug reports within a JIRA dashboard, ensuring efficient triage and swift resolution.🤝 Cross-Functional Collaboration: Collaborated with teams of Engineering and Product stakeholders to prioritize approximately 140 feature requests and product quality issues in 2021. Presented insightful analysis and solutions to ongoing issues and product releases, contributing to continuous improvements.💡 Innovative Problem-Solving: Took a driver's seat in handling 911 issues by recognizing spikes and patterns in volume. Employed creative investigation techniques and maintained clear communication with the engineering team, member experience agents, and members, ensuring rapid issue resolution.💼 Strategic Billing Rollout: Key stakeholder and partner in an internal tool billing system improvement rollout. Advocated for increased agent billing efficiency, resulting in a 50% decrease in refund process time, showcasing the impact of strategic decision-making.🤖 Self-Service Bot Implementation: Introduced a self-service bot to the Help Center, analyzing member conversations to deflect incoming volume. Achieved and maintained an impressive 65% containment rate of the self-service bot, showcasing a successful blend of automation and member satisfaction.

Santa Monica, California

📊 Queue Analysis Expertise: Proactively analyzed the member queue for critical information on raising issues, volume patterns, and member feedback. Leveraged insights to troubleshoot issues and deliver creative solutions, enhancing issue resolution efficiency.🤝 Cross-Functional Collaboration: Worked closely with members, the Member Experience Team, and cross-functional teams to identify root causes for reported issues. Collaborated seamlessly to ensure swift issue resolution, a positive member experience, streamline workflows, and enhance overall agent efficiency. 🔄 Process Optimization Champion: Supported Member Support leadership in continuously evaluating process flows, solutions, workarounds, and policies. Drove initiatives to minimize negative member experiences and maintain high efficiency on the team, contributing to a streamlined and member-focused support ecosystem.

Greater Los Angeles Area

Lead a team of five patient support coordinators to produce record setting customer/provider task solutions.Leader of multiple simultaneous projects that created greater team efficiency in current operational systems and promoted a closer patient care coordinationServed as Patient Support leader in launching of new markets.Primary trainer and training resource for incoming employees. Responsible for making Patient Support decision and provided feedback to other team members in the absence of the Patient Support Manager.Worked cross functionally with the Patient Support Manager, HR, legal, and the CMO to draft, review, and update Clinical Operations Policy and Procedures.Provided operational coverage for remote markets from Los Angeles.Collaborated with a team of Engineers to assist with program automation initiativesOversaw the efficiency of staff and functioned as the first point of issue escalation.Acted as a representative of the Patient Support Team in place of the Patient Support Manager when deemed appropriate.

Greater Los Angeles Area

Produced record setting customer/provider task solutions, an average of 1,786 Zendesk tickets solved monthlyManaged software ticket tracking system for triage, communication, and resolution workflowsUsed internal knowledge base and problem-solving skills to solve internal problems and incoming ticketsEnsured that all inbound customer communications are handled in a timely, friendly and professional mannerManaged communication and interaction between Heal and its customers by answering inbound calls with professionalism and initiating outbound calls with patients and medical facilitiesIdentified systematic issues based on my experience working directly with customersFollowed the escalation protocol correctly to ensure tickets are routed to the right Tier 2 and Tier 3 channelsResolved issues effectively and efficiently while providing an incredible customer service experience to patientsTrained new employees on all Patient Support processes and systems

Santa Monica

Became knowledgeable about the healthcare industry: pharmaceutical terminology, protocol, data verification, and insurance claimsReceived, verified, and processed over 200 medical prescriptions daily with accuracy and quicknessMade over 180 patient calls weekly to persuade the fill of prescriptions in order to increase the store's weekly dispensing recordReached out to prescribers and practitioners in order to adjust and/or verify prescriptions Utilized knowledge of the pharmaceutical and insurance industries in order to best assist customersProcessed insurance claims with multiple insurance companies, became knowledgeable about the process, overrides, exceptions, and the push for certain medications in a particular drug formulary Trained new employees on company’s protocol, customer care, and company’s softwareMaintained clear communication with customers, colleagues, pharmacists, and prescribers in order to best assist customersMaintained patient's and company's safety by adhering to state and federal regulations

Responsible for camp registration, inventory tracking, and camp logistics for 10 soccer camps across the United States with over 1,700 total camp participants (ages 6-18)Leader of proactive coordination of 2 out of the 8 sport facilities that proved for proper and efficient camp executionCreated administrative and logistical weekly execution plans for 5 soccer camps in order to improve efficiency and minimize repeating problems Outreached and organized advertising campaigns with local newspapers, magazines, and surrounding businesses to implement marketing strategy and promotion that yielded 170 camp participants in Santa Barbara--the Santa Barbara camp attendance was the 4th highest attendance out of all the campsMade over 200 calls per week to finalize a list of coach hosting families for the upcoming campArranged housing for 15 camp coaches and became the point of contact to 15 coach hosting families per camp ready to provide solutions to any arising issues and concernsAided in hotel and transport booking and camp cateringPublicized and promoted the soccer camp via windshield tagging and poster distribution

University Of California, Santa Barbara

Assisted with the development and execution of marketing and promotional plans that produced the third-highest Division-1 Men’s Soccer home attendance in 2016 with a total of 38,093 attended individuals (according to data gathered by the NCAA)Oversaw game day promotions, entertainment, and game operations during Division-1 soccer, basketball, and volleyball games Coordinated special events with community and university staff focusing on persuading game attendance and community outreach As a social media coordinator, I doubled the following and quintupled the highest “like” on the Division-1 Women’s Volleyball Team Instagram accountResponsible for facilitating and managing on-field or on-court preparation and presentation to achieve a professional level game experienceResearched game day trends and media content in order to provide a first-class fan experienceGenerated engaging social media content for individual sports and athletic department using Photoshop and GoPro Video Editor

Santa Monica

Interfaced with customers, in person and on the phoneAssisted customers to ensure satisfaction and friendly serviceTrained new employees on cashier operation, daily duties, and the establishment of great customer serviceDemonstrated organization, professionalism, and care of customers Maintained outstanding communication and teamwork with other employees

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: UCSB Club Volleyball, Blue Crew (Sports Marketing Internship)Minors in: History of Art and Architecture; Applied.

Education record

Activities and Societies: Varsity Volleyball (4 years)