Daria Onckel
Dallas
Summary
Highly motivated contact center professional with over 15 years' experience. Consistently works to the highest professional standards and thrives when working as part of a cohesive team to deliver exceptional customer and employee experience.
Overview
18
18
years of professional experience
Work History
B2B Service Manager
Salt Mobile SA
12.2021 - 04.2024
- responsible for enhancing the B2B mobile and fiber customer experience
- defining actions to improve the service and the commercial performance while looking for opportunities to manage cost more efficiently
- acting as the single point of contact between customer operations and other divisions
- documenting and taking ownership of new and existing processes
- collecting and analyzing customer and employee feedback to identify service gaps
- supporting implementation of new products by overlooking projects and activities
- monitoring and assessing project suggestions, as well as their impact on quality and cost
- prioritizing and tracking the delivery of improvement initiatives
- alerting and resolving issues impacting customer experience and/or operational service
- defining and communicating short-term workaround procedures to avoid service interruptions, whilst looking for the most efficient long-term solutions
- Achievements: supported the launch of Pro Office - a fiber solution for small and midsize enterprises; contributed to the digital testing of the newly released Post Mobile product - a collaboration between Salt and La Poste; led the development and implementation of Better Together project aimed at collecting, reporting and analyzing internal feedback to ensure continuous improvement.
Fiber Team Leader
Salt Mobile SA
03.2018 - 11.2021
- Managing a team of 20+ customer service professionals
- reviewing KPIs to evaluate performance, analyze trends and identify areas to improve
- designing individualized development plans to ensure team members' career growth
- ensuring best practice sharing and cross-departmental information exchange
- Achievements: led a Ticket Management project resulting in 80% backlog reduction; introduced an Individual Development Plan process benefiting both high and low performers.
Mobile Team Leader
Salt Mobile SA
09.2013 - 02.2018
- managing a team of 15+ customer service professionals
- performing transaction monitoring to increase customer satisfaction, preparing and delivering monthly, quarterly and annual performance reviews
- participating in recruitment days, interviews and selection process for new hires
- Achievements: Ranked top in quarterly employee satisfaction surveys in customer service division; selected as a Top Talent leading to being involved in multiple company-wide projects (Orange to Salt rebranding, Salt Tone of Voice creation, Career Path design).
Internship coordinator in the School of Hotel, Hospitality and Design Management
IHTTI
05.2012 - 08.2013
Team Manager – Microsoft Xbox
Stream Global Services
06.2010 - 12.2011
Assistant Team Manager – Post Office and VHI
Stream Global Services
01.2008 - 06.2010
Customer Care Specialist – Aer Lingus
Stream Global Services
05.2006 - 01.2008
Education
Bachelor of Science - Teaching English As A Second Language
Institute of Western Languages - Karkonosze College
Jelenia Góra, Poland06.2005
Leaving Certificate (Matura Exam) -
II Liceum Ogólnokształcące
Jelenia Góra, Poland06.2002
Skills
- Knowledge of Atlassian Jira and Confluence
- Excellent communication skills with ability to interact with stakeholders at all levels within the organisation
- Conflict resolution
- Documentation and reporting
- Analytical thinking
- Strong organizational, multitasking, and problem-solving abilities
Languages
Polish
Native or Bilingual
English
Full Professional
German
Professional Working
Timeline
B2B Service Manager
Salt Mobile SA
12.2021 - 04.2024
Fiber Team Leader
Salt Mobile SA
03.2018 - 11.2021
Mobile Team Leader
Salt Mobile SA
09.2013 - 02.2018
Internship coordinator in the School of Hotel, Hospitality and Design Management
IHTTI
05.2012 - 08.2013
Team Manager – Microsoft Xbox
Stream Global Services
06.2010 - 12.2011
Assistant Team Manager – Post Office and VHI
Stream Global Services
01.2008 - 06.2010
Customer Care Specialist – Aer Lingus
Stream Global Services
05.2006 - 01.2008
Bachelor of Science - Teaching English As A Second Language
Institute of Western Languages - Karkonosze College
Leaving Certificate (Matura Exam) -
II Liceum Ogólnokształcące
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