Maciej Kostrz
Valencia
Summary
Customer Service leader with experience in aviation, tourism, hospitality, sporting events and education. Self-motivated, hard-working professional able to quickly establish rapport with clients, successfully grow teams and build trust. I am open-minded and ready for challenges. Multi-cultural background as a result of studying and working in several countries including: Poland, UK, Spain, Germany, Mexico, France, Russia, Indonesia & India.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TUI
03.2025 - Current
- Resolving customer inquiries through effective communication and problem-solving techniques.
- Managing booking processes using CRM systems to enhance customer experience and streamline operations.
- Collaborating with team members to improve service protocols, ensuring consistency in customer interactions.
PLAYERS SERVICES
AELTC
06.2023 - 07.2025
- Coordinating a team responsible for all interactions with players and their teams ensuring their wellbeing and comfort at the tournament.
- Liaising with other departments, ensuring supplies were sufficient, ticket requests were fulfilled and tasks were completed.
CHARTER BROKER
Ritzy Charters
08.2023 - 07.2024
- Assisting customers in making informed decisions about their yacht charter plans as well as executing the trips.
- Liaising with central agents and boat owners in facilitating the charters for the customers.
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
CUSTOMER SUPPORT TEAM LEAD
Cover Genius
12.2022 - 04.2023
- Leading a team of 6 agents, setting KPIs & assisting with career development plans.
- Managing negative customer social media reviews.
- Collaborating with team members to identify & implement improvements (automation/ process simplification) to customer service processes.
- Identifying and raising any technical issue with relevant teams.
CUSTOMER SUPPORT TEAM LEAD
Aero
01.2021 - 01.2022
- Leading a team of Concierge Representatives with the team objective of ensuring our high-value & semi-private flight customers were proactively communicated with via phone, email, and chat across US and Europe markets.
- Acting as the direct liaison between the VP of Experience and the Concierge team with the focus of streamlining operations and ensuring fluid relations with other internal teams.
- Directly contributed to the hiring, training, and ongoing management of 11 team members (grew from an initial 3).
- Process (SOP) establishment, workflow improvement, documentation, and training.
CUSTOMER SUPPORT TEAM LEAD
British Airways
01.2015 - 01.2020
- Leading teams of up to 10 colleagues in day-to-day operations for one of the busiest airlines in the largest airport in Europe.
- Solving complex, difficult and stressful customer problems under time, cost, and logistical constraints.
- Interacting with customers from all over the world in different languages.
- Maintaining the highest levels of safety, security and data protection standards.
- Experience using Amadeus GDS.
Education
M.A. DEGREE IN RUSSIAN STUDIES - Russian Studies
Jagiellonian University
Krakow10.2010
Skills
- Customer Service
- Team Leadership
- Problem Solving
- Multilingual (Polish, English, Russian, Spanish, German, French, Indonesian)
- Aviation Operations
- Safety and Security Standards
- Data Protection
- Training and Development
- Operations Management
- SOP Development
- Workflow Improvement
- Documentation
- Monitoring and Crisis Management
Languages
English
Bilingual or Proficient (C2)
Polish
Bilingual or Proficient (C2)
Russian
Advanced (C1)
Spanish
Intermediate (B1)
German
Intermediate (B1)
Timeline
Customer Service Representative
TUI
03.2025 - Current
CHARTER BROKER
Ritzy Charters
08.2023 - 07.2024
PLAYERS SERVICES
AELTC
06.2023 - 07.2025
CUSTOMER SUPPORT TEAM LEAD
Cover Genius
12.2022 - 04.2023
CUSTOMER SUPPORT TEAM LEAD
Aero
01.2021 - 01.2022
CUSTOMER SUPPORT TEAM LEAD
British Airways
01.2015 - 01.2020
M.A. DEGREE IN RUSSIAN STUDIES - Russian Studies
Jagiellonian University
Hobbies and Interests
- Traveling (visited 100 countries on all continents)
- Linguistics (speak several languages)
- Photography (urban landscapes and nature)
- Tennis (following the sport since mid 90s)
- Animals (birdwatching, nature hikes)