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Piotr Mucha

@piotrmucha

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Mission-driven customer experience specialist focused on empathetic problem-solving.

Netherlands

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What I'm looking for

I seek a mission-driven role improving customer experience and operational quality, where I can coach teams, optimize workflows, and use QA and analytics to drive measurable impact.

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.

Content Moderation Quality Assurance Zendesk Root Cause Analysis QA Rubrics Reporting

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.

Operations Management Recruitment Inventory Control Customer Service KPI Tracking Sustainability Initiatives Staff Supervision

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.

Customer Service Safety Procedures Conflict Resolution Crisis Management Communication Teamwork Time Management

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.

retail management Inventory Management Customer Experience Reporting Onboarding

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 Visual Merchandising Customer Engagement stock replenishment Upselling Team Collaboration Loss Prevention

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 QA Customer Feedback Merchandising Communication

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 Support Ticketing Data Labeling Reporting Service Recovery

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.

Customer Service Workflow Optimization Ticketing Reporting Data Analysis