Christina Ncube
Warsaw
Summary
Results-driven professional with a proven track record in customer support, exceptional handling, and technical support. Seeking a challenging role to leverage diverse skill set and experience in delivering exceptional service, resolving complex issues, and contributing to the success of a dynamic organization. Committed to providing outstanding customer experiences, problem-solving with efficiency, and continuously expanding knowledge to stay ahead in the ever-evolving field of customer service and technical support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Operation Support Expert 2
Teleperformance
02.2024 - 03.2025
- Resolved escalated technical issues from L1, ensuring timely resolution within SLAs.
- Monitored ticket queues and alerts, troubleshooting software, hardware, and network problems.
- Conducted root cause analysis (RCA) and collaborated with engineering & DevOps for issue resolution.
- Created and updated technical documentation to improve support efficiency.
- Assisted in system upgrades, patches, and configurations to maintain service stability.
- Provided mentorship to L1 agents and engaged with key accounts for advanced technical support.
- Utilized Helpdesk & monitoring tools (e.g., Jira, Zendesk, ServiceNow) for issue tracking and analysis.
- Self-motivated, with a strong sense of personal responsibility.
Support Specialist
TELEPERFORMANCE
09.2022 - 08.2023
- Provided clear, transparent support across multiple channels (phone, email).
- Assisted customers with inquiries, troubleshooting, and issue resolution.
- Used CRM tools (Salesforce, VTM) to manage cases and maintain accurate records.
- Collaborated with technical support, sales, and billing teams to resolve escalations.
- Ensured customer satisfaction through follow-ups and proactive solutions.
- Acted as a brand ambassador, fostering customer loyalty and engagement.
- Adapted to industry trends and company updates to deliver exceptional service.
- Strong problem-solving, multitasking, and communication skills in fast-paced environments.
Education
Computer Engineering - Computer Engineering
Vistula University
Warsaw, Poland06-2025
Skills
- Business communication
- Salesforce and CRM
- Programming
- Problem-solving
- Teamwork and collaboration
- Time management and Multi-tasking
Languages
English
Proficient
C2
Certification
Dynamics 365 Customer Service Functional Consultant Associate, Zendesk Customer Support Specialist Certification and SAP Professional Fundamentals
Timeline
Operation Support Expert 2
Teleperformance
02.2024 - 03.2025
Support Specialist
TELEPERFORMANCE
09.2022 - 08.2023
Computer Engineering - Computer Engineering
Vistula University
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