Helena Svisva
Gdansk
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Professional
Foundever
02.2023 - Current
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
Product Specialist
COLLINSON GROUP
06.2019 - 08.2022
- Took escalations, prepared back to work documents, provided coaching, and prepared end of shift reports.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Continually expanded product knowledge.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
Customer Sales Representative
CollinsonGroup
08.2017 - 06.2019
- Handled calls and emails on various campaigns
- Enrolled new members and assisted existing members
- Raised complaints and ensured a positive customer journey.
British Gas Residential emails Team
WNS
06.2015 - 08.2017
- Handled inbound emails and sent formal emails to customers
- Routed customers' emails to relevant teams
- Raised complaints on customers' accounts and made outbound calls to resolve enquiries.
Customer Sales Representative
WNS
11.2013 - 06.2015
- Answered incoming calls promptly and provided quality customer service
- Managed customer accounts and recommended best tariffs
- Researched and escalated missing payments.
Education
Bachelor of Science - Nursing Education
Powislanka Szola Wyzsza
Poland 09.2025
Skills
- Payment Processing
- De-Escalation Techniques
- Microsoft Excel
- Active Listening
- Feedback Handling
- Critical Thinking
- Complaint Handling
- Problem Resolution
- Problem-solving abilities
- Conflict Resolution
Attributes Skills
- Trainable and eager to learn
- Strong written and verbal communication skills
- Excellent problem solving ability
- Telephonic courtesy skills
- Flexible, initiative and willing to succeed
- Good team member
- Self-disciplined, proactive, dedicated and good in time management
- Computer literate
Personal Information
Passport Number: FN676047 (valid permit)
References
- Mr Dean Kyle, Supervisor, TeleTech, 071 990 0625
- Miss Megan Hussey, Manager, Primi world, 073 218 0350
- Mr Redaah Dusaart, Team Lead, British Gas Residential General Queries, 076 844 4110
- Cindy Lee Sumner, Team Lead, British Gas Customer Complaints Expert, 064 131 1886
- Craig Stoutz, Team Lead, Collinson Group, 074 358 1794
Timeline
Customer Service Professional
Foundever
02.2023 - Current
Product Specialist
COLLINSON GROUP
06.2019 - 08.2022
Customer Sales Representative
CollinsonGroup
08.2017 - 06.2019
British Gas Residential emails Team
WNS
06.2015 - 08.2017
Customer Sales Representative
WNS
11.2013 - 06.2015
Bachelor of Science - Nursing Education
Powislanka Szola Wyzsza
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