Anna

ANNA
DZISIAK
Business Analyst

D E TA I L S

Gdansk, Poland
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PROFILE

Experienced and dedicated professional with a demonstrated work history across multiple industries. As a
solid team player with an upbeat, positive attitude, I have proven skills in establishing rapport with clients and
am motivated to maintain customer satisfaction and contribute to company success. I pride myself on being
articulate, enthusiastic, and results-oriented, with passion for building relationships, cultivating partnerships,
and growing businesses.

E M P LOY M E N T H I S TO R Y

Business Analyst, Hempel, Gdańsk
SEPTEMBER 2022

As a member of the Digital department, my primary responsibilities include the active development of
commercial platform vital for our B2B sales team. I work closely with the Scrum Team and participate in the
entire cycle of development processes, from planning to delivery. Additionally, I am responsible for the active
development of a web-based thermal analysis solution and reporting system within the Digital department.

Tax Services Manager, Schwartz&Son Consulting INC., New York City
FEBRUARY 2018 — DECEMBER 2022

Delivered a full range of tax services, planning, consulting, and reviewing individual tax returns. Personal income
tax preparation,1040 forms and schedules, credits and calculation of return estimates.Coordinated tax audits,
prepared proper documentation and response to the IRS.

Customer Care Officer, Qatar Airways, Doha
O C TO B E R 2 0 1 6 — N O V E M B E R 2 0 1 7

Enhanced the entire investigation process, resulting in expedited case resolution and compensation for the
client. I dealt with claiming agencies, insurance providers, law firms, and other pertinent stakeholders while
handling cases in accordance with EC Regulation 261/04 and Qatar Airways policies. Additionally, I cooperated
actively with the legal department and company insurer to ensure efficient management of the cases.
Subject Matter Expert, Telus International, Sofia
A U G U S T 2 0 1 5 — O C TO B E R 2 0 1 6

Provided comprehensive support for Air France/KLM/Delta Airlines project, including coaching and supervising
the team of front-line agents. As the prime source of information on airline products and policies, I handled
difficult cases and escalations. In addition, I managed back-office activities such as ticketing (issue and reissue)
and conducted training sessions to update the team's knowledge base, including instruction on Amadeus
ticketing course.

Head of Customer Support, Oxford Biolabs, Lviv
F E B R U A R Y 2 0 1 5 — J U LY 2 0 1 5

Oversaw the quality of customer care team operations across all systems and provided systematic training and
supervision to ensure Key Performance Indicators (KPIs) were met.Reported directly to General Manager on
team performance and weekly objectives

Customer Feedback Manager, Austrian Airlines, Lviv
SEPTEMBER 2009 — JANUARY 2015

Comprehensive global support to travel agencies selling Lufthansa group products. Full B2T assistance in
resolving complex cases and unconventional situations, including granting authorizations and waivers.

Handled baggage and service claims in accordance with Montreal Convention and EC Regulation 261/04 for
Austrian Airlines. Acted as B2C direct sale and AAG client manager. Additionally, took care of corporate clients
in Poland.

E D U C AT I O N

BA in International relations and political studies, Jagiellonian University, Kraków
SEPTEMBER 2005 — SEPTEMBER 2011

English language and literature, English Teaching Training College UJ, Kraków
S E P T E M B E R 2 0 0 1 — M AY 2 0 0 4

LINKS

Linkedin

SKILLS

Microsoft Office Microsoft D365 CRM

Amadeus Artos/GuideRes

Oscar/Deltamatic/AlteaDCS Turbotax

Microsoft AzureDevops Miro/Snagit/Teams

HOBBIES

sports activities, traveling, cooking

L A N G UAG E S

English Polish
Russian Ukrainian

COURSES

I am BA-Practical course on Business Analysis in IT, IAMPM Club
F E B R U A R Y 2 0 2 3 — M AY 2 0 2 3

The Complete Agile Scrum Fundamentals Course + Certification, Udemy
JANUARY 2023

Amadeus ticketing course, Sofia Bulgaria
AUGUST 2015

Amadeus Central System Course, «Amadeus Ukraine», Kiev Ukraine
MARCH 2012

Customer Feedback Management , Vienna, Austria
FEBRUARY 2012

Communication and social competence, Vienna,Austria
JANUARY 2012

U.S. Department of Transportation “Nondiscrimination on the basis of disability in air travel”, Vienna, Austria
DECEMBER 2011

Group Reservation and Sales, Austrian Airlines, Vienna Austria
SEPTEMBER 2010

General Security Awareness in Aviation, Austrian Airlines, Vienna Austria
O C TO B E R 2 0 0 9

Reservation and Sales, Corporate client handling, Austrian Airlines/LHG, Warsaw Poland
SEPTEMBER 2009