Dynamic Senior Customer Service Representative with 3 years of expertise as a Portuguese Market Specialist, delivering exceptional multilingual support (Portuguese/English) and driving process excellence in high-pressure environments. Consistently exceeded team performance targets by 15–20% through strategic problem-solving, customer-centric solutions, and mentorship programs that elevated service quality.
Hi, I’m
Jose Chieva
Senior customer service representative
Warsaw,Wrasaw
Summary
Overview
3
years of professional experience
Work History
TeleperformanceWarszawa
Senior Customer service representative
05.2022 - 10.2024
Job overview
1.Technical Support & Troubleshooting: Addressed 50+ daily customer inquiries via phone/email regarding POS payment machines, resolving 95% of technical issues (e.g., transaction errors, connectivity) during initial contact using system diagnostics and remote guidance.
2.Conflict Resolution & Customer Retention: Resolved 150+ escalated complaints monthly with empathetic communication, improving customer satisfaction scores by 30% and retaining 85% of dissatisfied clients.
3.High-Pressure Problem Solving: De-escalated 20+ weekly high-stress disputes (e.g., billing discrepancies, system outages) while maintaining a 90% positive post-call survey rate and adhering to SLA timelines.
3.Escalation Management: Reduced average escalations resolution time by 25% through root-cause analysis and cross-functional collaboration, achieving a 98% resolution rate for priority cases.
4.Client Relationship Building: Recognized as “Top Performer” for 6 consecutive quarters by exceeding service KPIs (e.g., first-call resolution, CSAT) by 15% and mentoring 10+ peers on empathetic engagement strategies.
Education
Społeczna Akademia Nauk - University of Social SciWarsaw
Bachelor of Science from International Tourism And Management
11.2021 - Current
University Overview
Skills
- CRM Platforms: Salesforce, Microsoft Dynamics
- Ticketing Systems: Zendesk
- Communication Tools: Slack, Microsoft Teams, Zoom, VoIP systems (RingCentral, Five9)
- Data Analysis & Reporting: Excel (pivot tables, VLOOKUP), Google Sheets, Tableau, Power BI
- Payment Processing: Stripe, PayPal, Square
- Social Media Management: Hootsuite, Sprout Social (for omnichannel support)
- Technical Troubleshooting: Basic IT support, SaaS product navigation
- Advanced Communication: Clear verbal/written communication, active listening
- Empathy & Patience: Managing frustrated customers with compassion
- Time Management & Prioritization: Juggling high-volume tasks without compromising quality
- Adaptability: Thriving in fast-paced environments, embracing change (eg, new software)
- Collaboration: Cross-functional teamwork with sales, IT, or product teams
- Attention to Detail: Accuracy in documentation and compliance adherence
- Cultural Awareness: Serving diverse customers with sensitivity
Accomplishments
Accomplishments
- Earned “Top Performer” award 5x for resolving 99% of cases within SLA and maintaining a 4.9/5 customer rating.
- Recognized by leadership for reducing escalations to Tier 3 support by 45% through proactive troubleshooting.
- Collaborated with IT to resolve 200+ escalated POS system outages, reducing downtime by 50% YoY.
- Identified and reported a recurring software bug, leading to a vendor patch that decreased transaction errors by 60%.
- Conducted risk assessments for 50+ merchant accounts, reducing chargebacks by 22% through enhanced fraud detection.
- Mentored 10+ junior reps, improving team KPIs by 25% (e.g., faster resolution times, higher first-call resolution).
- Led cross-functional training on PCI DSS compliance, ensuring zero violations during annual audits.
- Developed a peer-review system that increased team accuracy in handling high-risk transactions by 35%.
Availability
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Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- CompTIA A+ Technician – CompTIA.
- Zendesk Support Administrator Certification - Zendesk.
- Salesforce Certified Administrator - Salesforce.
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
Timeline
Senior Customer service representative
Teleperformance
05.2022 - 10.2024
Społeczna Akademia Nauk - University of Social Sci
Bachelor of Science from International Tourism And Management
11.2021 - Current
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