Piotr Mucha
@piotrmucha
Mission-driven customer experience specialist focused on empathetic problem-solving.
What I'm looking for
I am a mission-driven customer experience specialist with a strong background in retail, digital content moderation, and aviation customer service. I deliver empathetic, precise resolutions while improving operational workflows and fostering inclusive environments.
At TikTok BV Netherlands I ensured user safety and content quality through manual testing, reporting inefficiencies, and collaborating across teams to optimize moderation systems and processes. I have managed high call volumes, met SLAs, and developed QA documentation, dashboards, and evaluation forms to drive quality improvements.
My experience spans frontline retail leadership, in-flight customer service with easyJet, and regional operations management, where I trained multilingual teams, managed recruitment and stock flows, and championed sustainable practices. I bring analytical thinking, a tech-savvy approach, and a consistent focus on customer retention and service recovery.
Experience
Work history, roles, and key accomplishments
Content Specialist
TikTok BV Netherlands
Nov 2022 - Nov 2024 (2 years)
Ensured safety and well-being of users by enforcing content policies, conducted manual testing and reported compliance issues, and improved moderation processes to enhance platform quality and inclusivity.
Area Manager
Episode BV
Nov 2021 - Oct 2022 (11 months)
Managed daily operations across multiple locations with focus on recruitment, customer service and team efficiency, trained and supervised multilingual staff, and championed sustainable store practices.
Flight Attendant
easyJet
Jun 2019 - Oct 2021 (2 years 4 months)
Ensured a safe, welcoming and inclusive in-flight experience, resolved passenger concerns professionally, and adapted to high-pressure situations with empathy and calm.
Assistant Store Manager
Forever 21 B.V.
Sep 2016 - Jun 2019 (2 years 9 months)
Oversaw store operations, coached and onboarded staff, managed data entry and stock flows, and led quality calibration and performance improvement initiatives.
Sales Associate
Abercrombie & Fitch
Nov 2015 - Aug 2016 (9 months)
Provided front-line customer service, executed visual merchandising and supported store operations to drive sales and maintain brand standards.
Sales Associate
Forever 21 BV
Nov 2014 - Aug 2015 (9 months)
Delivered customer service on the sales floor, supported inventory tasks and participated in internal QA and training activities to improve customer satisfaction.
Customer Service Representative
Getin Noble Bank S.A.
Sep 2013 - Jul 2014 (10 months)
Handled customer inquiries, participated in customer satisfaction surveys and supported analysis of negative feedback to reduce churn and improve service.
Customer Service Representative
Alior Bank SA
Sep 2011 - Aug 2013 (1 year 11 months)
Managed customer service operations, resolved inquiries, and contributed to internal QA and process improvement initiatives to enhance service quality.
Education
Degrees, certifications, and relevant coursework
University of Wroclaw Institute of Journalism and Social Communication
Bachelor’s degree, Public Relations
Bachelor’s degree in Public Relations with coursework and practical experience in content moderation, quality assurance, and communication.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Job categories
Skills
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