About
Highly accomplished IT Specialist with 8 years in customer service and 5 years in SaaS/Cloud environments, adept at merging technical expertise (Azure, VoIP, API) with strong training and knowledge management skills. Consistently recognized for high performance and efficiency, evidenced by three promotions in five years, maintaining FCR >80% and CSAT >90%. Proven innovator in system implementations, process automation, and developing technical teams for optimal operational efficiency.
Education
AGH University of Science and Technology in Krakow
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Bachelor of Science
Electronics and Telecommunications
AGH University of Science and Technology in Krakow
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Bachelor of Science
Metallurgy
Work
THULIUM Sp. z o.o.
|Technical Support Specialist - Tier II
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Summary
Provided advanced Tier II technical support to enterprise clients, specializing in complex issue resolution and seamless integration project support.
Highlights
Resolved complex technical issues for enterprise clients with an average ticket resolution time under 3 hours, consistently ensuring high client satisfaction.
Supported clients in the planning and implementation of complex integration projects with Thulium, ensuring seamless system adoption and functionality.
Performed in-depth analysis of system logs and utilized advanced VOIP traffic analysis tools to efficiently debug critical client problems.
Delivered targeted product training sessions for the support team, enhancing their technical proficiency and problem-solving skills across various functionalities.
THULIUM Sp. z o.o.
|Customer Support Senior Specialist
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Summary
Managed and resolved complex issues for key B2B clients, consistently exceeding customer satisfaction targets and enhancing support processes.
Highlights
Achieved a 95% customer satisfaction (CSAT) rate while efficiently handling over 75 tickets weekly for key B2B clients.
Provided expert configuration and business consulting to clients, optimizing their use of Thulium for maximum effectiveness and efficiency.
Developed a comprehensive library of 50 common client problem scenarios with detailed analysis and resolution methods, improving team efficiency by 30%.
Resolved ongoing client issues across multiple channels including phone, email, and chat, maintaining high service standards and client retention.
THULIUM Sp. z o.o.
|Technical Knowledge Coordinator
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Summary
Currently leading the design and implementation of a comprehensive knowledge management strategy to optimize support operations for a leading SaaS solutions provider.
Highlights
Designed and implemented a comprehensive knowledge management strategy for the entire support team, enhancing operational efficiency and knowledge accessibility.
Created extensive product and technical documentation, including instructions and training materials, to standardize support processes and improve team proficiency.
Mentored Tier 1 specialists, resulting in a 20% improvement in their average service times within two months by optimizing their problem-solving approaches.
Reduced new employee onboarding time by 30% through the creation and implementation of a structured training program and comprehensive materials.
Conducted organization-wide product and technical workshops, significantly improving cross-functional knowledge sharing and overall team capabilities.
THULIUM Sp. z o.o.
|Customer Support Specialist / Onboarding Specialist
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Summary
Led end-to-end client onboarding and product training, ensuring successful SaaS system implementation and fostering strong client relationships.
Highlights
Executed end-to-end implementation projects for over 30 new clients across diverse industries, ensuring successful SaaS system adoption.
Conducted over 100 product presentations and training sessions for clients, significantly enhancing product understanding and user proficiency.
Configured the Thulium SaaS environment to meet diverse individual business requirements, ensuring tailored solutions and optimal performance.
Identified and reported over 50 product improvements based on direct client feedback, contributing to product development and innovation.
Collaborated closely with the development team on testing new functionalities, ensuring product quality and stability prior to release.
Languages
Polish
English
German
Certificates
Microsoft Azure Fundamentals (Internal Training)
Issued By
Thulium Sp. z o.o.
Advanced VoIP Technologies (Internal Training)
Issued By
Thulium Sp. z o.o.
API (REST) - Asterisk Administration
Issued By
Not Specified
Technical Writing for IT
Issued By
Not Specified
Skills
Cloud & SaaS
Microsoft Azure, SaaS Solutions, Munin, Grafana.
VoIP & Telecommunications
SIP, Asterisk, SIP-Trunk, VOIP Traffic Analysis, Logs, HOMER, Linphone, Zoiper, PBX.
Integrations
REST API, Webhook, OAuth 2.0, JSON, XML, Zapier.
Tools
JIRA, Trello, Slack, Pipedrive, Calamari, Postman, Google Workspace, MS 365, Kipewise, Microsoft OneNote, NotebookLm, MS Teams, Zoom, Google Meet, Go to Meeting, Basecamp.
Customer Support
Tier I Support, Tier II Support, Advanced Diagnostics, Incident Handling, B2B Client Management, Configuration Consulting, Customer Satisfaction (CSAT), First Contact Resolution (FCR).
Knowledge Management
Documentation Creation, Knowledge Base Development, Training Material Development, Troubleshooting Guides, System Log Analysis.
Team Development & Leadership
Mentoring, Technical Training, Onboarding, Competency Development, Performance Improvement.
Process Optimization & Automation
Process Automation, Reporting, Service Improvement, AI-assisted Documentation Search.
Project Management
End-to-End Implementations, Client Onboarding, Requirements Gathering, Cross-functional Collaboration.
Communication
Technical Communication, Client Communication, Conflict Resolution, Escalation Management, Stakeholder Engagement.
Methodologies
Agile, Scrum.
Analytical Thinking
Troubleshooting, Problem Solving, Data Analysis.
Interests
Technology
AI, Automation, Electronics, Telecommunications.
Sports
Sport.