ALEXANDER EKNER
Katowice
Summary
Customer-centric focused professional with extensive experience in customer support, sales, and technical support. Proven ability to build strong relationships with customers, colleagues, and stakeholders, working with others to achieve common goals. Adept at managing and resolving complex customer issues, ensuring customer satisfaction. Recognized for exceptional communication skills and problem-solving abilities, achieving remarkable customer satisfaction.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Solenis
01.2025 - Current
- Receive, enter, and manage customer orders in Swedish market—from order receipt through shipment and handling returns
- Respond to routine customer inquiries regarding orders
- Track order status and communicate issues and solutions; collaborate with European plants, external warehouses, and logistics partners
- Maintain daily communication with customers to address their needs
- Support transport and logistics optimization projects
- Handle customer claims and proactively resolve complaints; provide feedback on complaint status
Customer Support
Majorel
07.2023 - 04.2024
- Assisted customers of Microsoft products through incoming calls and chat communication in the Swedish market using tools like Microsoft Dynamics 365 and Hive Client.
- Delivered accurate and timely information on products, services, and policies to enhance customer understanding, knowledge, and CRM efficiency to ensure consistency and quality.
- Resolved customer issues efficiently, ensuring customer satisfaction and quality by employing troubleshooting techniques.
- Educated customers on Microsoft products and services to enhance customer experience and understanding.
- Implemented strategies such as comprehensive feedback loops and performance tracking to enhance customer experience and operational efficiency.
Customer Support Engineer
Konecranes
07.2019 - 05.2023
- Managed day-to-day operations of Customer Support and Technical Support for Konecranes, ensuring seamless service delivery.
- Facilitated and managed methods for collecting customer satisfaction data using CRM, NPS, and Feedback Management systems.
- Developed and implemented efficient support strategies using CRM and collaboration software, resulting in enhanced customer satisfaction.
- Facilitated collaboration between Customer Support, Sales, Operations, and Technical teams, promoting teamwork to drive improvements and resolve technical issues.
- Developed and maintained strong client relationships by regular communication and scheduled follow-ups, contributing to brand loyalty.
Tech Support
Dialpad
02.2018 - 05.2023
- Led all operations of Customer Support and Technical Support in the Swedish market, ensuring seamless service delivery.
- Facilitated and managed methods for collecting customer satisfaction data using CRM, NPS, and Feedback Management systems.
- Developed and implemented efficient support strategies using CRM and collaboration software, resulting in enhanced customer satisfaction.
- Facilitated collaboration between Customer Support, Sales, Operations, and Technical teams, promoting teamwork to drive improvements and resolve technical issues.
- Developed and maintained strong client relationships by regular communication and scheduled follow-ups, contributing to brand loyalty.
Customer Support
Teleperformance
09.2014 - 09.2018
- Designed and developed Customer Support Processes using ITIL framework and Zendesk.
- Created and documented standard operating procedures and SOPs for customer support teams to streamline processes and improve support metrics.
- Developed and assessed technical support strategies and implemented them to ensure alignment with specified SLAs using analytics tools to identify root causes and implement effective solutions.
- Implemented strategies for enhancing customer service, including creating and executing improvement plans based on feedback analysis and performance metrics.
Telesales Representative
Telelink Ltd
06.2013 - 03.2014
- Proactively contacted potential and existing customers to present products and services, utilizing CRM tools such as Salesforce to manage interactions and track leads.
- Created and maintained records of calls and sales, inputting useful information in databases to ensure accurate and up-to-date customer data.
- Used CRM data to re-engage customers, build rapport, and close sales by effectively managing existing accounts and follow-up communication.
- Continually updated knowledge of company products, services, and policies through research, training, and professional development.
- Utilized CRM tools and Knowledge Management Systems (KMS) to stay informed and provide accurate information to customers.
- Handled customer queries with empathy and efficiency to provide outstanding customer service and implement best practices.
Sales Representative and Sales Coach
HBG
11.2009 - 05.2013
- Successfully managed inbound calls, effectively addressing customer technical and operational issues using advanced CRM and telecommunication tools.
- Assessed and resolved customer issues, ensuring high levels of customer satisfaction through effective problem-solving techniques.
- Facilitated learning sessions to Team Leaders, developing effective communication skills to enhance problem-solving and collaboration.
- Identified and capitalized on up-sell and cross-sell opportunities, increasing revenue and customer satisfaction.
- Presented a positive image of the company and its services during customer interactions, enhancing brand reputation and customer relationships.
Sales Representative
Monetar
01.2007 - 01.2009
- Boosted sales by identifying customer needs and providing tailored solutions, leveraging in-depth product knowledge and consultative selling techniques.
- Consistently met and exceeded monthly sales targets by effectively promoting the benefits of every product and successfully upselling clients through cross-selling and follow-up.
- Maintained exceptional client relationships and loyalty through consistent follow-up and client feedback, utilizing feedback to continually improve.
- Trained and mentored new sales consultants, enhancing their development through training programs, coaching, and performance feedback.
Skills
- Customer support
- Tech & IT support
- Proficient in Microsoft Dynamics CRM
- Experience with Zendesk and HelpScout
- SaaS management
- Jira issue tracking
- SalesForce
- Skilled in utilizing Microsoft 365 tools & Google Suite
- SAP ERP
- B2B outbound sales proficiency
- Strategic problem solving
- IT Escalation Management
LANGUAGES
Swedish | Native
English | Advanced
Timeline
Customer Service Representative
Solenis
01.2025 - Current
Customer Support
Majorel
07.2023 - 04.2024
Customer Support Engineer
Konecranes
07.2019 - 05.2023
Tech Support
Dialpad
02.2018 - 05.2023
Customer Support
Teleperformance
09.2014 - 09.2018
Telesales Representative
Telelink Ltd
06.2013 - 03.2014
Sales Representative and Sales Coach
HBG
11.2009 - 05.2013
Sales Representative
Monetar
01.2007 - 01.2009
I like to play with fire:)
Poi, fire breathing
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