Service Desk Coordinator with over 2 years of experience working on Pfizer's project. Possess a deep understanding of American customer service standards, having lived and worked in the USA for 9 years. Known for effectively managing client expectations and delivering high-quality support. Fluent in American English, with a strong ability to communicate clearly and professionally with diverse audiences. Seeking to leverage the expertise in customer relations and technical support in a dynamic, client-focused role.
Hi, I’m
Dominika Malus
Zgorzała,
Summary
Overview
11
years of professional experience
Work History
C&F LLC
Service Desk Coordinator
03.2023 - Current
Job overview
- Coordination of the tasks implementation reported to the Service Desk as part of the processes: Incident Management and Service Requests Fulfillment - providing support for these requests in accordance with established procedures and SLA (Service Level Agreement)
- Identifying and recording problems as part of the Problem Management process
- Defining corrective actions and coordinating their execution
- Point of contact with issues related to Jira and access
- Daily meetings with the client
- Support L1 Agents in ticket handling
- First verification of each application
- Communication to business users
- Identifying and reporting problems within the processes (Service Desk)
- Controlling SLA, reporting risks
- Co-creating standards for creating and maintaining the Knowledge Base and coordinating their implementation in the Service Desk team
- Co-creating processes related to the provision and maintenance of services
- Onboarding process for all teams – ticket handling
- Buddy role for new agents and coordination of the onboarding process
- Co-creating reports with a summary of the implementation status of requests and SLA.
C&F LLC
Junior Support Specialist
10.2021 - 03.2023
Job overview
- Monitor, analyze, and maintain data processing solutions
- Respond to and track issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
- Provide first-level contact for support services to customers with technical issues and concerns
- Basic troubleshooting support
- Institutes escalation processes to the next level of support
- Manage direct contact with data owners in order to enter, maintain and obtain missing data
- Perform quality checks to ensure the quality of master data
- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service.
OMD Media Direction
PPC Specialist
02.2015 - 03.2016
Job overview
- Full responsibility for PPC campaigns (Citroen, Dr. Oetker, Kerrygold)
- Creating reports based on Google AdWords and Google Analytics
- Processing recommendations
- Co-creating strategies for clients (Citroen, Dr. Oetker).
OMD Media Direction
Junior PPC Specialist
10.2013 - 02.2015
Job overview
- Running and optimizing search campaigns on AdWords account (PepsiCo, Citroen)
- Supervising campaigns on Facebook & YouTube
- Campaign reporting.
PHD Media Direction
PPC TRAINEE
06.2013 - 10.2013
Job overview
- Operation AdWords Editor - creating advertising structures, keyword selection, writing ad texts
- Reporting
- Making presentations.
Education
Collegium CivitasWarsaw
Master of Arts from Sociology - Media & Social Communication
01.2015
University Overview
Warsaw University of Life Sciences - SGGWWarsaw
Bachelor of Arts from Interfaculty Study of Tourism And Recreation
01.2011
University Overview
Skills
- Ticketing system proficiency
- Remote Support
- Escalation Handling
- Incident Management
- Service Desk Coordination
- Multitasking and Organization
- Handling Customer Complaints
- Team Collaboration
- Software Support
- Customer Service
- Excellent Communication
- Customer Relationship Management
Personal Information
Personal Information
- Place of Birth: Ostrow Wielkopolski, Poland
- Date of Birth: 29/07/89
Hobbies and Interests
Hobbies and Interests
- Traveling
- Hiking
- Reading
- Marvel
- Video games
Languages
English
Full Professional
Polish
Native or Bilingual
German
Elementary
Timeline
Service Desk Coordinator
C&F LLC
03.2023 - Current
Junior Support Specialist
C&F LLC
10.2021 - 03.2023
PPC Specialist
OMD Media Direction
02.2015 - 03.2016
Junior PPC Specialist
OMD Media Direction
10.2013 - 02.2015
PPC TRAINEE
PHD Media Direction
06.2013 - 10.2013
Collegium Civitas
Master of Arts from Sociology - Media & Social Communication
Warsaw University of Life Sciences - SGGW
Bachelor of Arts from Interfaculty Study of Tourism And Recreation
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