Karolina Pawlak

My customer service experience starts in 2016 upon being employed by Infosys BMP Poland for Microsoft. In my current positions as Subject Matter Expert I ensure the service in the area of financial dispute process for the most demanding clients and control that the daily operations within the team are running smoothly based on the agreed SLA.

I always keep my eye on details and competitors in order to assure the best customer service experience for Clients. I am responsible for assigning the task within the team and setting up the daily priority. I also prepare the reports in MS Excel based on daily basis to ensure the priority within the team is set up correctly and goals will be completed successfully.
I take care of updating process instruction (SOP) according to the changes and requirements.

Providing the response to Microsoft clients regarding escalated cases. Query management and setting priorities based on daily needs within the team Assuring the assistance to the team in case of difficult cases. Handling clients’ escalated requests via calls and e-mails. Working with critical suppliers and constant coordination with the internal teams, suppliers to ensure that process runs smoothly, and we do not receive escalations. The partnership with Microsoft IT Team if required.

The close cooperation with Microsoft Managers from United States and Ireland regarding daily tasks: payments, program changes and issues that have been encountered during providing the customer service. Attending the skype meetings with different teams in order to speed up the process and provide the satisfactory answer to clients within the SLA.
Reporting difficult cases or help needed questions gathered within the team to the Support Lead.
Providing trainings to the newcomers and organizing skype session for Infosys agents from different regions.

Participating in global workshops in Lodz in 2017 and 2018, 2019 as a representative of the team.

Conducting a business communication with Microsoft customers, analysis of data and providing the response based to MS policy. Owning the process of payment rejection for EOC partners. Answering Clients’ questions in the area of rejected payments and assisting them to update the correct data in payment/ tax profile according to a country requirement.
The creation and updating Clients data. Providing a remote assistance via Skype. Close cooperation with technical support. Daily SAP using according to the process requirements.