Experience

British International School Gdańsk

• Poland
• Education Administration Programs
• 1 - 100 Employee

• Recruitment & Marketing Administrator

  • Nov 2021 - Present



Sopotorium Medical Resort

• Poland
• Hospitality
• 1 - 100 Employee

• Sales and Marketing Manager

  • Jan 2020 - Nov 2020

  Sales and Marketing Manager - hotel pre-opening and opening Sales and Marketing Manager - hotel pre-opening and opening



Refinitiv, an LSEG business

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Support Executive

  • Oct 2018 - Mar 2019

  Customer Support Executive, Data and Applications Customer Support Executive, Data and Applications



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Markets and Applications Specialist

  • Sep 2010 - Sep 2018

  Areas of responsibility: • Frontline client support (telephone, e-mail and Live Chat) in Polish, Russian and English for Thomson Reuters products (Eikon, Datascope Select, FXTrading, Dealing 3000); • Resolving functionality and data queries, troubleshooting; • Liaising with other departments and teams to provide timely and efficient customer support. Main achievements: • Being part of a long-term top-performing Frontline Customer Support team (performance evaluated based on clients’ feedback and achievement of Service Pulse targets); • Successfully passed internal examinations (FXMM, Commodities, Equity, Fixed Income – Level 1). Show less



Novotel Ekaterinburg Centre Hotel 4*

• Ekaterinburg, Russia

• Front Office Manager

  • May 2009 - Mar 2010

  New hotel opening. Areas of responsibility: • Performing a full range of managerial duties for Reception and Reservations departments during a hotel opening; • Preparation of department documentation, Service Operations procedures; • Effective dealing with conflict situations with guests and minimizing their occurrence; • Acting as a Duty Manager (on rota basis with the other managers). Main achievements: • Recruited and fully trained Reception and Reservations teams; • Provided coaching for new or less experienced colleagues; • Excelled in effective and creative resolution of guests’ complaints, while minimizing financial losses from them. Show less



Thistle Hotels, United Kingdom

• London, United Kingdom

• Front Office Supervisor

  • Jun 2007 - Jan 2009

  Supervising day-to-day Reception operations, reporting to Front Office Manager Areas of responsibility: • Daily coordination of the Department’s operations in line with continuously changing situation in the hotel, aimed at achieving objectives and financial results; • Monitoring the quality of staff work, its conformity with the standards of hotel service; • Being responsible for Upgrade Revenue (Sales of additional services) and Mystery Guest Standards; • Conducting training for new and existing employees (Introduction, Customer Service in Reception, working with Opera, dealing with difficult guests etc.); create and administer training programs (update contents, feedback); • Carrying out Performance Reviews and Assessment Interviews at the end of probationary period with new staff, setting their individual development goals (Key Result Areas - KRAs) with subsequent control of performance and achievements; • Anticipating and dealing with customer complaints and service issues, aiming at minimizing their occurrence and financial loss from them. Main achievements: • Successfully replaced Head of Department (Front Office Manager) in his absence; • Performed duties of Hotel Duty Manager (on rota basis with the other managers); • Made decisions at the Department level on staff replacement, overtime work, use of Petty Cash (hotel’s urgent expenses, refunds, discounts); • Acquired competence in resolving guests and staff issues efficiently, while staying positive and calm. Show less