Commodity Analyst & CIP Lead

Dividing responsibilities equally between Continuous Process Improvement tasks for the team and operational tasks, leveraging AI solutions, detecting and addressing process bottlenecks, leading process improvement projects, creating local solutions in Power Apps, Power Automate and SharePoint, processing payments in SAP, arranging settlements, monitoring contract lifecycle, booking invoices in internal ERP system, addressing process gaps, working closely with middle office and traders, cooperating with project managers and developers to create automations.

Leading a team of 10 PayOps specialists, interviewing candidates, developing backlog fighting strategies reducing pending chargeback cases by 90%, optimizing internal communication, implementing knowledge checkers improving quality score by 10%, cooperating with process owners to develop automations and tools, overlooking daily chargeback inflow and addressing disputes.

Leading 2 team leaders, providing feedback, addressing difficult situations, making strategic business decisions, performing data analysis, cooperating with C-level executives on strategy planning and execution, monitoring project progress using Jira, Google tools, Slack workflows and Asana.

Leading a group of 15 payout specialists, preparing and adjusting schedules, conducting training sessions, detecting and addressing process bottlenecks, working with project managers and software engineers using agile approaches, working on internal projects in Jira, creating extensive workflows.

Handling airtickets refund processes end to end, cooperating with airlines globally, chasing missing payments, clearing invoice discrepancies, updating journal entries in MX Dynamix 365, processing customer payments through various PSP platforms and manual bank transfers.

Achieving high customer satisfaction, managing reservation system, handling incoming calls and emails, addressing customer inquiries and resolving issues professionally.

Resolving customer complaints, using CRM systems to track and manage customer data, training and mentoring new call center representatives, handling high volume customer inquiries professionally and timely.

Leading a team of 10 business travel consultants, ensuring KPIs are met, training team members, motivating during difficult times, conducting monthly meetings, resolving complex client queries, managing invoicing with external clients.

Planning travel itineraries for business clients, providing C-level executives with services such as business lounge access and limo drivers, adjusting travel plans, negotiating terms and prices.

Assuring seamless travel experience in Polish, English and Spanish, managing rebooking and refund processes, calculating costs, processing operations through Amadeus GDS, collecting and processing payments through Adyen PSP.