EMMANUEL BAJENEZA
poznan
Summary
Developed exceptional communication and problem-solving abilities in fast-paced customer-focused environment. Skilled in addressing diverse customer needs and resolving issues efficiently, with focus on delivering excellent service. Aiming to transition into new field, leveraging transferable skills to contribute effectively in dynamic setting.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
EURO DRUK POZNAN
11.2023 - 06.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Received and responded to incoming calls, chats, and/or emails regarding client's problems while maintaining a courteous and professional demeanor.
- Managing, modifying, and checking customer tickets in Zendesk, Skyspeed, and on websites Create clear documentation for step-by step Marcos to resolve support issues in the ticketing system.
- Testing Operating system functionality | Account Set up/ Recovery on (IOS, Windows, Android etc.)
- Receive payment, Preventing Account Take Over (ATO) Protocol through PCI check.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Relationship Officer
DEVA MEDICAL CENTER
01.2018 - 10.2021
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Conducted customers’ KYC of customers to check authenticity of their Personal Identifiable Information (PII) as well as their transactions payment authenticity.
- Managed and closed the daily incidents/tickets with respect to the respective SLA and delivery timelines to ensure the excellent customer experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained statistical database of customers using CRM for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
Education
Data Analyst (Trainee) -
Kreativstorm
10.2023
Master of Science - Agri-Food Economics and Trade
Poznan University of Life Sciences
Poznan, Poland07.2023
BBA - Business Management
Mount Kenya University
Kenya08.2018
Skills
- Microsoft Office Microsoft Word Microsoft Powerpoint Microsoft Excel Google Docs Data analysis with Excel Google Spreadsheet
- Good communication skills
- Call center experience
- Customer relationship management (CRM)
- Problem Solving
- Zendesk
- Skyspeed
- Leadership and Teamwork
- Problem-Solving
- Financial report
- Data Entry
- Bookkeeping
Certification
Data Analysis Certificate
LANGUAGE SKILLS
ENGLISH: Understanding - C2, Speaking - C2, Writing - C2
Proficient
C2
FRENCH: Understanding - B1, Speaking - B1, Writing - B1
Upper intermediate
B2
GERMAN: Understanding - A1, Speaking - A1, Writing - A1
Beginner
A1
Disclaimer
I consent to the processing of my personal data contained in the offer for the purposes of the
Recruitment process in accordance with the Personal Data Protection Act of August 29, 1997,
Journal of Laws No. 101, item 926, as amended.
Timeline
Customer Service Specialist
EURO DRUK POZNAN
11.2023 - 06.2024
Customer Relationship Officer
DEVA MEDICAL CENTER
01.2018 - 10.2021
Data Analyst (Trainee) -
Kreativstorm
Master of Science - Agri-Food Economics and Trade
Poznan University of Life Sciences
BBA - Business Management
Mount Kenya University
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