Dorota Trybuszewska
Community Manager Social Media
Maastricht
Summary
Curious by nature and always looking for ways to make things work better. I’ve built a strong foundation in customer service and cross functional teamwork, with a growing passion for turning feedback and data into better experiences. I enjoy digging into processes, spotting where things can run smoother, and helping shape solutions that work. Organized, proactive, and big on collaboration, but also comfortable taking the lead when needed.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Social Media Community Manager
Mercedes-Benz CAC
Maastricht, Limburg
11.2023 - Current
- Manage multiple social media accounts simultaneously, making sure consistent brand voice across all platforms.
- Increase customer satisfaction by promptly addressing inquiries and resolving concerns via social channels.
- Build relationships with key stakeholders, sharing customers feedback and collaboratively resolving issues.
- Support new team members ('buddied' new starters) through consistent quality and knowledge sharing.
- Manage engagement and community interaction during social media campaigns shared by internal contacts, making sure timely and quality responses.
- Maintain and enhance the company’s online image through proactive and engaging communication.
- Offer support to colleagues by sharing knowledge and experience gained across previous roles, acting as a dedicated point of contact for MB Apps related queries, and SIRIUS support.
Technical Specialist for UK & Ireland
Mercedes-Benz CAC
03.2023 - 10.2023
- First point of contact for customers and retailers (UK & Ireland) requiring technical support.
- Guaranteeing the highest level of satisfaction to the customers (B2C and B2B) by providing support in identifying, analyzing and resolving technical issues related to Mercedes me connect.
- Liaising internally with Back Desk department to ensure the problem is solved.
- Accepting incoming work support requests and registering all incidents in SIRIUS.
- Identifying issues the customer may be facing and resolving when possible otherwise reporting to the higher level.
Customer Service Representative for UK & Ireland
Mercedes-Benz CAC
08.2019 - 11.2022
- First point of contact for customers (UK & Ireland) requiring immediate roadside assistance (taking up to 50 calls per shift depending on the workload).
- Department operating 365 days per year, 7 days a week and 24hrs a day, working on self-allocating availability planning patterns. (Alternating between morning, midday, evening and night shifts).
- Liaising between departments within the business (deployment team, Mercedes-Benz technicians, Service Managers and retailers in the UK & Ireland to ensure the customer is assisted and mobile as efficiently as possible.
- Familiar with internal CRM systems and getting to know the systems in a timely manner.
- Making sure customer stays calm in vulnerable position and at the same time manage customers expectations depending on the workload on a particular day.
- Currently working in a 60/40 hybrid model that supports blend of in office and remote work from home.
Account Manager
FiXX Coffee
09.2017 - 06.2019
- Maintaining and growing the existing client base backed up with a very strong customer service approach as one of the company’s core values.
- Developing new business via new markets both geographic and demographic as well as online e-commerce platforms.
- Database management – familiar and experienced using CRM software to log daily activities (Base).
- Representing the company at Trade Shows, Exhibitions, organizing Tasting Days with customers.
- Involved in promotional activities, marketing campaigns
- Managing accounting systems such as: stock control, invoicing, credit control (Quick Books) in conjunction with the team.
- Market analysis – always making sure that I am up to date.
- Strong appreciation for strategy – goals, KPI’s and understanding for tangible accountability for both - growth of the company and personal.
- Managing catering accounts such as cafes, restaurants, pubs – communicating directly with owners / general managers / baristas. Also looking after retail accounts – specialty stores, fine stores, wine stores, food halls.
- Traveling with work – visiting potential and building relationship with existing clients.
- Building customer portfolio – from creating account on CRM and logging activities, setting up on QB and generating invoices + collecting payments where required.
Customer Service Team Leader
Keelings Then Sysco Ireland
02.2015 - 09.2017
- Acting as a point of escalation where agents require additional assistance to manage particular customer issues and requirements.
- Leading, managing and motivating a team of Customer Service Executives and assisted in the hiring and training process.
- Overseeing a team of 14 Customer Service Executives, handling team escalation calls and reporting directly to the Office Manager.
- Held accountability for team scheduling, accurate and timely payroll submission + weekly reports (Familiar with TMS software).
- Demonstrating strong skills for communicating and relating with both - staff members and customers.
- Communicating with the existing accounts to increase or maintain level of the business activity.
- Took part and supported the team in transition of the company – from Keeling’s to Pallas Foods.
- Ensuring that all equipment and appliances needed by the Customer Team members are available and in good condition to enable smooth flow of operations and customer satisfaction.
- Managing the Customer Relationship Management database to ensure accurate and up-to-date information is available.
- Liaising between various departments on daily basis: Purchasing, Accounts, Transport, Warehouse to ensure the highest customer satisfaction is met.
- Highly multitasking with ability to handle disputes and emergencies, Result oriented.
- Proven experience as a project lead from conception to completion – creating a new role with immediate contribution to the business success, followed by training team members in order to perform the job.
- Attending Food Shows, Restaurant Awards - representing the company and building professional relationships.
Telesales Executive
Keelings
09.2013 - 02.2016
- Acting as a first point of contact between the company and customers – receiving inbound calls (200-300+ per shift / split among the team) from head chefs/managers/purchasing team from Dublin’s most major hotels/bars/restaurants.
- Making up to 30+ outbound calls per shift.
- Dealing with queries and processing e-mail orders quickly and efficiently – processing over 20+ orders each hour.
- Responsible for managing orders, returns, maximizing sales through excellent product knowledge and customers service – upselling.
- Taking full responsibility of orders from capturing them to fulfillment and delivery – liaising with internal departments when necessary to make sure the products are delivered in full and on time.
- Composing appropriate e-mail responses to customer queries – receiving 200 e-mails per shift / among the team.
- Identifying and highlighting variances in customer orders and acting accordingly.
- Ensuring all invoicing is processed in a timely and efficient manner – orders processing for the next day delivery.
- Dealing with diverse customers queries and complaints.
- Administrative support to the sales team.
- Prioritizing work, multitasking and ability to work on my own but also as a part of the team.
- IT proficient with excellent Excel and Microsoft Outlook skills and experience working on internal programs (KBS – Keeling’s Business Solution).
- Acting as a part of support for accounts – raising credit notes.
Education
Honors Bachelor in Arts - Business with Psychology
Dublin Business School
Dublin, Ireland 09.2012 - 05.2016
Mindfulness and Resilience Course - Change Management
Mercedes-Benz
Maastricht, LI 08.2023 - 09.2023
Workshop On Courgae - Transformation Labs, Change Management
Mercedes-Benz
Maastricht, Netherlands 04.2001 -
Skills
Analytical Thinking & Problem Solving
Collaboration & Communication
- Flexibility in response to change
Continuous Improvement Mindset
Timeline
Social Media Community Manager
Mercedes-Benz CAC
11.2023 - Current
Mindfulness and Resilience Course - Change Management
Mercedes-Benz
08.2023 - 09.2023
Technical Specialist for UK & Ireland
Mercedes-Benz CAC
03.2023 - 10.2023
Customer Service Representative for UK & Ireland
Mercedes-Benz CAC
08.2019 - 11.2022
Account Manager
FiXX Coffee
09.2017 - 06.2019
Customer Service Team Leader
Keelings Then Sysco Ireland
02.2015 - 09.2017
Telesales Executive
Keelings
09.2013 - 02.2016
Honors Bachelor in Arts - Business with Psychology
Dublin Business School
09.2012 - 05.2016
Workshop On Courgae - Transformation Labs, Change Management
Mercedes-Benz
04.2001 -
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