Open to opportunities

Damian Nowak

@damiannowak

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Senior customer experience specialist delivering crisis-ready, process-driven support across time zones.

Poland

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What I'm looking for

I’m looking for a customer experience role where I can own crisis-ready support, improve processes, and protect compliance—while using my communication and emotional intelligence to keep CSAT high across global time zones.

I’m a Senior Customer Experience Specialist with 13+ years of customer experience leadership, including 100% SOP success as a self-sufficient remote worker. I combine a process-oriented mindset with advanced communication skills to keep international clients fully supported.

In the UK energy sector at Shell Energy, I specialized in high-stakes billing inquiries and technical account troubleshooting. I navigated UK regulatory requirements, handled professional escalations, and consistently exceeded CSAT targets.

In crisis-heavy guest and travel environments (Itaka), I owned end-to-end guest experience and logistics for major international groups. I resolved real-time crises, managed time-sensitive negotiation, and mediated complex situations between stakeholders to protect operational flow and satisfaction.

My edge is how I stay calm under pressure—grounded in professional acting techniques and high emotional intelligence for top-tier conflict resolution. I’m currently based in Krakow, Poland, with a planned transition to remote work in Thailand next year, designed to support flexibility across European and Asian time zones.

Experience

Work history, roles, and key accomplishments

Deputy Restaurant Manager

Rzeznia Restaurant

Jan 2022 - Dec 2022 (11 months)

Supported day-to-day floor operations as Deputy Restaurant Manager/Floor Manager in a high-end hospitality setting. Coordinated real-time problem-solving and staff support to handle complex customer interactions and maintain high service quality.

Floor Management Service quality Communication Under Pressure

Customer Support Specialist

Shell Energy

Jan 2022 - Dec 2022 (11 months)

Managed high-stakes billing inquiries and technical account troubleshooting for the British energy market. Navigated UK regulatory compliance while consistently exceeding CSAT targets through empathetic communication and professional escalation handling.

Customer Support Billing Technical Troubleshooting Regulatory Compliance Escalation Management Empathetic

International Travel Coordinator

Itaka Travel Agency

Jan 2023 - Present (3 years 5 months)

Spearheaded end-to-end guest experience and logistics for major international groups in high-pressure environments. Resolved real-time crises and handled time-sensitive negotiations between international stakeholders to ensure seamless operations and guest satisfaction.

Crisis Management Process Optimization Conflict Resolution Time Sensitive Mediation Customer Experience Remote Coordination

Operations Manager (Site Leader)

PKN Orlen

Jan 2021 - Present (5 years 5 months)

Transitioned from Sales Associate into site operations leadership, driving workflow coordination in a high-volume retail environment. Ensured 100% operational reliability and compliance with strict corporate standards while meeting operational efficiency targets.

Operations Management Corporate Compliance Retail Operations Process Optimization Reliability

Education

Degrees, certifications, and relevant coursework

Jagiellonian University (UJ)

Bachelor of Arts, Journalism & Social Communication

Activities and societies: Specialization: Digital Media Trends & Audience Engagement; thesis: The Architecture of Digital Personas: A Case Study of Joe Rogan’s Media Strategy.

Pursuing a BA in Journalism & Social Communication at Jagiellonian University, with specialization in digital media and audience engagement. Expected graduation is June 2026.