M
Maciej Kostrz
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Customer Service Professional, Team Leader
València, Valencian Community, Spain
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Full-time jobs
Résumé
Jobs
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Customer Service RepresentativeTUIMar 2025 - Current (1 year 8 months)- PPlayers ServicesJun 2024 - Jul 2024 (2 months)
- Charter BrokerRitzy YachtsAug 2023 - Jul 2024 (1 year)
- PPlayers Desk SupervisorJun 2023Bett1 Open Berlin - 2022 & 2023 editions - Coordinating a team responsible for all interactions with players and their teams ensuring their wellbeing and comfort at the tournament - Liaising with other departments, ensuring supplies were sufficient, ticket requests were fulfilled and tasks were completed - Building rapport between WTA staff, players and their respective teams and the tournament staff
- Customer Support Team LeadCover GeniusDec 2022 - Apr 2023 (5 months)- Leading a team of 6 agents, setting KPIs & assisting with career development plans - Managing negative customer social media reviews - Collaborating with team members to identify & implement improvements (automation/ process simplification) to customer service processes. - Identifying and raising any technical issue with relevant teams
- Customer Support Team LeadAeroJan 2021 - Jan 2022 (1 year 1 month)- Leading a team of Concierge Representatives with the team objective of ensuring our high-value & semi-private flight customers were proactively communicated with via phone, email, and chat across US and Europe markets. - Directly contributed to the hiring, training, and ongoing management of 11 team members (which grew from an initial 3). - Acting as the direct liaison between the VP of Experience and the Concierge team with the main focus of streamlining operations and ensuring fluid relations with other internal teams. - Process (SOP) establishment, workflow improvement, documentation, and training. - Monitoring daily flight operations and taking a lead role in any IROPS situations. - Experience using HubSpot/ Twillio/ Notion/ Slack/ Go
- Customer Service RepresentativeBritish AirwaysMar 2015 - Jul 2020 (5 years 5 months)- Leading teams of up to 10 colleagues in day-to-day ground operations for one of the busiest airlines in the largest airport in Europe. - Solving complex, difficult and stressful customer problems under time, cost, and logistical constraints. - Interacting with customers from all over the world in a number of different languages. - Maintaining the highest levels of safety, security and data protection standards. - Experience using Amadeus GDS.
- HFront Desk ReceptionistHoliday Inn Express London CityJan 2013 - Apr 2014 (1 year 4 months)- Handling front desk duties - Assisting hotel guests - Booking and updating reservations - Providing with tourist information - Accepting and updating payments (credit cards and cash) - Answering phone and face to face queries - Broad knowledge of operating software Opera
- SEnglish TeacherSpeak English ClassJan 2012 - May 2012 (5 months)- Conducting classes in a provincial town of Alibaug south of Bombay, India - Working with students representing various ages from 12 till 55 - Organising social activities in the local community
- STour LeaderSuperTramp Travel AgencySep 2011 - Dec 2012 (1 year 4 months)- Self-organized adventure-style trips to South-East Asia (Singapore, Malaysia, Indonesia) - Organising own tailor-made trips for foreign customers in Poland (Krakow, Warsaw) - Managing hotel and transportation bookings - Providing own guiding information as well as hired and managed local guides - Creating new itineraries for future trips (Indonesia, Malaysia, India, Vietnam etc)
- SEnglish teacherSekolah Alam Insan Mulia SurabayaJan 2010 - Sep 2011 (1 year 9 months)- AIESEC internship - Working with students between 10-19 years old (primary school, junior high school and senior high school) - Conducting mainly conversational classes, following school’s curriculum - Conducting and assisted in outdoor activities such as outbound or outdoor classes - Organising exchanges and teleconferences with schools in Poland and Australia - Facilitating and participating in educational and cultural projects in AIESEC such as “Global Village” or “For Children” Show less
Education
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- master, Master's Degree, Institute of International and Political Studies, Russian StudiesJagiellonian UniversityJan 2005 - Jan 2010 (5 years 1 month)