Paulina Niemas

I have over 8 years of experience in Customer Support, with the last 5 years spent growing within the same company. I started from an entry-level Customer Support Agent role and was promoted step by step to Shift Manager, then Quality Assurance Manager, and Team Leader. This progression reflects both my performance and my commitment to continuous improvement. I am highly self-motivated and results-driven. I have led and supported teams of 35+ people, successfully increasing Customer Satisfaction scores and helping agents grow professionally and achieve their goals. I have worked on improving and redesigning internal procedures, and I created new company policies to support quality and operational efficiency. One of my key achievements was strengthening communication and team culture across remote environments - building a supportive, collaborative “one team” mindset where people help each other and stay engaged despite working remotely. I am computer-literate and comfortable with a wide range of tools, including MS Office, Google Docs and Sheets, Google Calendar and Google Meet, Jira, Zendesk, and Slack. I have also developed Slack workflows, managed multiple channels, and organized file structures to improve team productivity. I am looking for a remote role where I can contribute my leadership, customer support expertise, and process improvement skills while continuing to grow and support high-performing teams.