Customer Service Manager
After creating a new customer service center and collaborating with Grouponers all over the world, Olga likes to unwind by listening to the finest heavy metal bands she can find.
Tell us about your job! What do you do? What does a typical day look like?
I’m a manager for customer service operations in Katowice supporting US and France, so I work on everything that relates to our customers’ first contact with Groupon. My team’s daily focus is based on our core KPIs, so among others, customer satisfaction but also on different initiatives that will help Groupon not only grow customers and their lifetime value but also grow our profitability as a company. To be honest I cannot really describe my typical day because it looks different every day. That’s one of the reasons I love my job!
What’s been the most challenging thing you’ve worked on?
Opening a new site in Katowice was the most challenging thing for me. I was still a Team Lead for Germany in Warsaw and it was a completely new experience for me. We were entering a whole new market with a new customer service center, new processes, and huge responsibility. I was living out of a suitcase for few months. I had a couple stressful situations but overall it was such a positive adventure! I met a lot of amazing people from the Chicago office who were supporting me with this task.
Who inspires you?
My parents. Thanks to them I built a solid base years ago for everything I have achieved recently. They taught me how to be a good person and were always supportive, no matter what comes my way. They are my best friends.
How does your work impact Groupon’s mission of building the daily habit in local commerce?
By streamlining and simplifying processes, gathering ideas for improvement, and hearing the voice of both our customers and the agents who are supporting them on a daily basis. Everything tides up with our four pillars as well as with Groupon values.
Describe the proudest moment you’ve had at Groupon.
I think that being promoted to a manager position. It was amazing feeling when I got the recruitment results. I will never forget that. It made me feel more confident with my knowledge and experience I collected through the time I’ve spent working at Groupon.
Have you won any awards?
Recently I have been awarded with a Groupon Green award! I was so surprised.
Make work less boring.
What does your family think you do?
I think that the best was a comment from my brother, who is 10 years younger than me,”You are giving orders, cause you love to interfere in everyone’s lives, don’t you?” Such a sweet 17-year-old, huh? Please, don’t believe him though! Haha!
Where were you before you joined Groupon? How did you get here?
I was still studying and working as a part-timer (giving private language lessons, translating a little bit) when I got a call from the recruitment team that they are looking for CS front-line reps with German; this is how I started my journey with Groupon. I thought that I would try it—just for few months—and after 3,5 years… I’m still here! 🙂
Your role probably exists at other companies aside from Groupon…so what makes your role at Groupon unique?
I think that Groupon differentiates itself from other companies by the atmosphere. For me Groupon = people. We hire a lot of wonderful and creative people; it’s a pleasure to work with all of them. Also, the possibilities to grow within the company we have are amazing! I’m only 26 and I was promoted for a managerial position almost a year ago. Where else would I have an opportunity like this one?
You probably have a life outside Groupon; what are you up to when you’re not at work?
Music is my passion…maybe a surprise for you, mainly heavy metal. I used to play guitar, nowadays I don’t really have time for that, but I’m trying to attend shows of my favourite bands. Last year I went to the Czech Republic to see KISS, this year I’m gonna see Guns N’ Roses in Chorzów! I also love to travel but it has become more spontaneous recently so who knows where I’m gonna be tomorrow!
If you could do another job for just one day, what would it be and why?
I’d love to be a part of road crew for one of my favourite bands to see what’s going on behind scenes. Experiencing it just for one day would be fun!
Tell us something that might surprise us about you.
I have 5 tattoos.