FILIP NYCZ
Customer Service Agent
Poręba
Summary
Results-driven Customer Service Professional with extensive experience in remote and in-person roles across the travel, banking, gaming, and retail industries. Skilled in Salesforce, Zendesk, and Helpdesk software, with a strong ability to manage customer interactions efficiently. Adept at problem-solving, account management, and ensuring compliance with security and GDPR regulations. Fluent in English and Polish, with a background in gaming industry support and equine care.
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Offering strong interpersonal skills and positive attitude, eager to learn and develop in customer-focused environment. Brings solid foundation in communication and problem-solving. Ready to use and develop organizational and multitasking abilities.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Service Agent
Armatis
09.2024 - 01.2025
- Outsourced to project Flixbus.
- Provided customer support via email and phone using Salesforce and internal programs.
- Managed reservations, schedules and payments.
- Assisted customers with booking changes, refunds and policy inquiries.
- My role was focused on handling customer interactions efficiently, ensuring smooth travel experiences and resolving any issues related to reservations and payments.
Customer Service Agent
Capillary Technologies
10.2023 - 06.2024
- Company Overview: Outsourced to the NatWest banking group at Capillary Technologies.
- Handled customers from NatWest and the Royal Bank of Scotland.
- Assisted customers with account benefits, including cinema tickets and airport parking and booking expensive theatre tickets for exclusive customers.
- Managed account issues and login problems
- Focus on GDPR and security, maintaining the safety of member's banking information.
- My role focused on ensuring secure account management, providing high-level customer support, and enhancing customer satisfaction with premium banking services.
Customer Service Advisor
Sigma Connected Group
04.2022 - 08.2022
- Company Overview: Outsourced to Scottish Power while working at Sigma Connected
- Worked with vulnerable customers and people struggling with debt during the United Kingdom's energy crisis
- Utilised internal programs to create contracts for customers while also managing existing ones.
- Handles customer payment and banking information.
- Developed important customer service traits and qualities while assisting a diverse customer base
- Promoted energy-saving products while ensuring compliance with industry regulations.
- My role focused on helping customers navigate financial difficulties, managing energy accounts, and ensuring accurate billing and contract resolutions.
Customer Service Agent
Woven
11.2021 - 01.2022
- Company Overview: Assisted the company as a Customer Service Agent for the Selfridges retailer project
- Handled mostly phone calls and often did email work
- Used Salesforce and various internal programs to manage customer data and orders
- Assisted the company as a Customer Service Agent for the Selfridges retailer project
Customer Service Advisor
Keywords Studios
08.2020 - 06.2021
- Company Overview: Part of three large projects: Surgeon Simulator 2, Fall Guys, and Free Phone Games as a Player Support Agent
- Used programs such as Helpdesk, Zendesk, and an internal system called 'Angel' to assist players in email tickets and live chats
- Adhered to strict KPIs while assisting players
- Participated in game testing for the Surgeon Simulator 2 project
- Developed customer service skills from this role
- Part of three large projects: Surgeon Simulator 2, Fall Guys, and Free Phone Games as a Player Support Agent
Stablehand
Bishopston Sports Horses
04.2017 - 11.2017
- Company Overview: I had the opportunity and privilege to work on a contract with a sports yard
- Previously, all my work with horses had been volunteer-based
- I had the opportunity and privilege to work on a contract with a sports yard
Education
NC (SCQF Level 5) - Applied Science
North East Scotland College
04.2001 -
SQA NC (ANC1) - Animal Care
SRUC - Scotland's Rural College
Secondary Education - undefined
Oldmachar Academy
Primary Education - undefined
St. Peters Primary School
Skills
Customer Support & Complaint Resolution
Account & Payment Management
Salesforce, Zendesk, Helpdesk Software
GDPR & Security Compliance
Remote & In-Person Client Interaction
Problem-Solving & Multitasking
Conflict Resolution
Data Entry
Quality Assurance
Customer service
Decision-making
Information verification
Complaint handling
Websites
Timeline
Customer Service Agent
Armatis
09.2024 - 01.2025
Customer Service Agent
Capillary Technologies
10.2023 - 06.2024
Customer Service Advisor
Sigma Connected Group
04.2022 - 08.2022
Customer Service Agent
Woven
11.2021 - 01.2022
Customer Service Advisor
Keywords Studios
08.2020 - 06.2021
Stablehand
Bishopston Sports Horses
04.2017 - 11.2017
NC (SCQF Level 5) - Applied Science
North East Scotland College
04.2001 -
Secondary Education - undefined
Oldmachar Academy
Primary Education - undefined
St. Peters Primary School
SQA NC (ANC1) - Animal Care
SRUC - Scotland's Rural College
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