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I'm Malgorzata 'Gosia' Ilnicka, a Back-Office Operations Support professional based in Burnaby, BC, with 5 years of international banking experience and additional customer-service expertise in hospitality. I excel at managing high-volume transactions while ensuring data confidentiality and compliance. I’m a clear communicator with public speaking and presentation experience, focused on delivering excellent customer service. I bring hands-on experience building and improving processes, SOPs, and training; I’ve led QA meetings, implemented paperless workflows, and streamlined KYC onboarding. I’m proficient with MS Office, Google Workspace, Zoom, Teams, POS systems, and CRM tools, and I’m eager to contribute to administrative and support needs with efficiency and accuracy.…I'm Malgorzata 'Gosia' Ilnicka, a Back-Office Operations Support professional based in Burnaby, BC, with 5 years of international banking experience and additional customer-service expertise in hospitality. I excel at managing high-volume transactions while ensuring data confidentiality and compliance. I’m a clear communicator with public speaking and presentation experience, focused on delivering excellent customer service. I bring hands-on experience building and improving processes, SOPs, and training; I’ve led QA meetings, implemented paperless workflows, and streamlined KYC onboarding. I’m proficient with MS Office, Google Workspace, Zoom, Teams, POS systems, and CRM tools, and I’m eager to contribute to administrative and support needs with efficiency and accuracy.

Gosia Ilnicka

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I'm Malgorzata 'Gosia' Ilnicka, a Back-Office Operations Support professional based in Burnaby, BC, with 5 years of international banking experience and additional customer-service expertise in hospitality. I excel at managing high-volume transactions while ensuring data confidentiality and compliance. I’m a clear communicator with public speaking and presentation experience, focused on delivering excellent customer service. I bring hands-on experience building and improving processes, SOPs, and training; I’ve led QA meetings, implemented paperless workflows, and streamlined KYC onboarding. I’m proficient with MS Office, Google Workspace, Zoom, Teams, POS systems, and CRM tools, and I’m eager to contribute to administrative and support needs with efficiency and accuracy.…I'm Malgorzata 'Gosia' Ilnicka, a Back-Office Operations Support professional based in Burnaby, BC, with 5 years of international banking experience and additional customer-service expertise in hospitality. I excel at managing high-volume transactions while ensuring data confidentiality and compliance. I’m a clear communicator with public speaking and presentation experience, focused on delivering excellent customer service. I bring hands-on experience building and improving processes, SOPs, and training; I’ve led QA meetings, implemented paperless workflows, and streamlined KYC onboarding. I’m proficient with MS Office, Google Workspace, Zoom, Teams, POS systems, and CRM tools, and I’m eager to contribute to administrative and support needs with efficiency and accuracy.

Available to hire

I’m Malgorzata ‘Gosia’ Ilnicka, a Back-Office Operations Support professional based in Burnaby, BC, with 5 years of international banking experience and additional customer-service expertise in hospitality. I excel at managing high-volume transactions while ensuring data confidentiality and compliance. I’m a clear communicator with public speaking and presentation experience, focused on delivering excellent customer service.

I bring hands-on experience building and improving processes, SOPs, and training; I’ve led QA meetings, implemented paperless workflows, and streamlined KYC onboarding. I’m proficient with MS Office, Google Workspace, Zoom, Teams, POS systems, and CRM tools, and I’m eager to contribute to administrative and support needs with efficiency and accuracy.

Skills

Experience Level

Microsoft Excel

Expert

Microsoft Word

Expert

CRM

Intermediate

Language

English

Fluent

Polish

Fluent

Italian

Advanced

Work Experience

Administrative Support Specialist at UniCredit Services

January 1, 2014 - December 31, 2016

Transferred and stabilized back-office processes from Italian branches to the Polish hub; documented workflows and risk controls; managed end-to-end online account opening workflows; verified KYC documentation; reduced case cycle time through workflow optimization.

Administrative Support Consultant at UniCredit Services

January 1, 2016 - December 31, 2019

Promoted in 2016 to consultant; transferred and optimized processes from Italy to Poland; audited internal bank accounts; performed data validation and reconciliations; maintained strict confidentiality; led onboarding and QA initiatives; tracked KPIs and implemented corrective actions.

Call Center Sales Agent at Arvato Bertelsmann

January 1, 2012 - December 31, 2013

Handled high-volume outbound calls; recorded interactions in CRM; met daily and monthly targets; provided professional customer support and objection handling; maintained compliant call documentation.

Administrative & Event Coordinator at Polish Society of Forensic Psychology

January 1, 2010 - December 31, 2011

Coordinated conferences end-to-end (logistics, schedules, speaker/participant communication, onsite support); performed daily office tasks including phone reception, correspondence, document preparation, and post-event reporting.

Hostess / Server at BC Kitchen & Honey Salt

January 1, 2019 - December 31, 2021

Managed reservations and seating for a 100-seat venue; coordinated guest flow and team communication; processed POS transactions accurately; addressed guest inquiries.

Writing Evaluator at Outlier (Remote)

January 1, 2023 - December 31, 2024

Evaluated large volumes of content against detailed guidelines; ensured data integrity, factual accuracy, and consistency; researched prompts/responses and documented results with feedback; followed SOPs and tracked productivity/quality targets.