zielenow
Director Of Customer Operations
I’m a passionate, driven idealist in the workspace.
I like to have the ability to come up with original solutions and I appreciate to be given the freedom to be innovative.
My curiosity, imagination and courage often tell me to step out of my comfort zone or go beyond my job description to get things done. As a result, I can grow as a person and achieve great outcomes.
I have strong people skills, which makes me an approachable, friendly, altruistic, empathetic and cooperative leader. I’m also a great listener and I know how to adapt my communication style to my audience.
I’m fascinated by new ideas, both in terms of developments in the fields I am already familiar with, and when new subjects go along.
I like to have the ability to come up with original solutions and I appreciate to be given the freedom to be innovative.
My curiosity, imagination and courage often tell me to step out of my comfort zone or go beyond my job description to get things done. As a result, I can grow as a person and achieve great outcomes.
I have strong people skills, which makes me an approachable, friendly, altruistic, empathetic and cooperative leader. I’m also a great listener and I know how to adapt my communication style to my audience.
I’m fascinated by new ideas, both in terms of developments in the fields I am already familiar with, and when new subjects go along.
Experience: 9 years
Yearly salary: $100,000
Hourly rate: $50
Nationality: 🇵🇱 Poland
Residency: 🇬🇧 United Kingdom
Experience
Customer Service Lead
Plutus 2024 - 2025
Led a 15-person support team, including 3 direct reports, across email and live chat channels. Resolved a backlog of 10,000+ tickets in one quarter, reducing response time from 14 days to 6 hours and raising CSAT from 74% to 89%. Rolled out weekly business reviews and automated dashboards, enhancing KPI visibility and operational agility. Introduced a QA framework that increased team scores from 62% to 85%. Increased agent productivity from 6.7 to 10 tickets/hour by optimizing workflows and training.
Director of Customer Operations
MoonPay 2021 - 2024
Launched a BPO team for 24/7 support, reducing internal volume by 40%. Introduced VoC program and revamped Help Centre, decreasing contact rate by 22%. Improved key metrics: resolution time from 48h to 12h, CSAT from 82% to 92%, QA scores from 68% to 88%. Raised NPS from –36 to +2 by aligning service with customer feedback. Achieved eNPS of 63, reflecting strong team culture and engagement.
Head of Customer Support
MoonPay 2020 - 2021
Managed 30+ agents across locations; implemented Zendesk and LivePerson to streamline operations.
Customer Support Manager
PaySend 2019 - 2020
Managed a team of 5 support reps, promoting a culture of ownership, learning, and accountability.
Complaints Team Lead
Revolut 2018 - 2018
Led a team of 4 analysts handling regulated customer complaints. Created a resolution framework that cut average resolution time from 10 to 2 days. Strengthened complaint handling QA from 75% to 90% through targeted training. Transformed insights from complaints into process improvements, reducing recurrence by 15%.
Customer Support Team Lead
Revolut 2016 - 2018
Supervised a team of 8 support reps, maintaining a first-contact resolution rate of 87%. Implemented feedback loops and boosted CSAT from 84% to 91%. Accelerated new hire ramp-up by 25% through mentoring and onboarding initiatives.
Customer Support Specialist
Revolut 2016 - 2016
Delivered multichannel support and technical troubleshooting with a 92% satisfaction rate.
Skills
operations
project-manager
customer-support
english
polish