Skill set (18)
Marta in a few words
An adaptive, performance-oriented, and knowledgeable Customer Support Specialist with a comprehensive background of success in communicating with high volumes of customers via digital means, managing and resolving customer inquiries, and updating large customer case databases for organization and accuracy. Growth-focused thought leader equipped with ability to operate in fast-paced, deadline driven environments and achieve performance objectives. Excellent ability in demonstrating kindness toward customers, colleagues, and team members. Self-motivated, fast learner, always looking to improve and develop skills professionally and personally. Enthusiastic team player with the ability to motivate, encourage, and excite fellow employees. Committed to quality and excellence at the highest level.
Experience
- GO CANCEL B.V.CUSTOMER SUPPORT SPECIALISTE-COMMERCEMarch 2022 - Today (2 years and 9 months)Amsterdam, NetherlandsCOUNTRY MANAGER – POLAND MARKET•Serve as initial point of contact for customers; record and upgrade customer cases following all interactions.•Organize and resolve all inbound email inquiries in a professional and friendly manner.•Input and maintain accuracy of databases for subscription-based companies for Polish market.•Craft and implement standardized responses for customer inquiries to increase levels of efficiency.CUSTOMER SUPPORT SPECIALIST•Offered direct assistance to the first line agents regarding instruction and all pre-established protocol.•Contributed to cost-effective resolutions to repair difficult claims and boost consumer satisfaction.•Certified refunds and all payment-related tasks; prioritized cases and interacting with stakeholders to develop resolutions; discovered and fostered all process improvement.•Hosted Team Meetings to guarantee swift communication of all significant info, maintaining an open forum for input; met contractual KPIs with customer service experience.•Reported directly to Chief Operating Officer; provided support to track regular target performance and provided results to management.
- NO EXCUSES AGENCY LTD., FREELANCECUSTOMER SUPPORT REPRESENTATIVENovember 2021 - Today (3 years and 1 month)Hoorn, NetherlandsMaintain extensive internal databases with key info regarding technical issues and insightful discussions with customers.•Orchestrate website modification, including evaluation, poll formation, and update profiles; log and inform customer cases across all interactions.•Fix standard customer complaints, fulfill inquiries, and perform first-line technical support.•Responded to email inquiries, providing quality service to customers.•Provided basic technical support for clients and resolving issues at 90% rate.
- ConcentrixCUSTOMER SERVICE ADVISORAugust 2020 - February 2022 (1 year and 6 months)Amsterdam, NetherlandsHandled and completed customer request by email, telephone, and chat online in English and Polish language.•Guided 50+ customer interactions daily, supplying specialized, comprehensive, professional, and friendly service to facilitate customer retention.•Charged with customer issues, resolving at point of contact and prioritized as necessary; cooperated with customers on orders and product selection.•Identified and leveraged cross-selling opportunities to boost purchase value and drive overall sales; attained consistent high call quality scores weekly, based on VOC and KPI.•Communicated with customers via phone or email to resolve any product issues, ensuring outstanding customer experience.•Devised and implemented new processes and procedures which significantly increased the quality and efficiency of customer service.
Recommendations
Education
- DIGITAL MARKETING CERTIFICATION,Growth Tribe2022DIGITAL MARKETING CERTIFICATION,
- BACHELOR IN INFORMATICS IN ECONOMY AND BUDGET MANAGEMENT & TAXES,College of Finance and Computer Science2008BACHELOR IN INFORMATICS IN ECONOMY AND BUDGET MANAGEMENT & TAXES,