Helena Svisva
Gdansk
Summary
Experienced and dependable Customer Service Representative with excellent communication, problem-solving, and client relationship skills. Proficient in handling inquiries on various platforms to deliver outstanding customer experiences. Currently pursuing a BSc in Nursing, I offer a unique combination of empathy, attention to detail, and service excellence.
Overview
12
12
years of professional experience
Work History
Customer Service Professional
Foundever
Poland
02.2023 - Current
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication.
- Responded to customer calls and emails regarding products and services.
- Continuously improved sales abilities and product knowledge to provide optimal service.
- Established trust with customers through transparent communication and realistic expectations.
Claims Handler – Customer Service
Arla Foods
Gdańsk, Poland
07.2023 - 10.2023
- Managed and processed customer claims promptly and accurately.
- Investigated issues and provided timely, empathetic resolutions.
- Collaborated with internal departments to streamline claim handling processes.
- Maintained precise documentation of customer interactions and claims in company systems.
Customer Service Specialist
Collinson Group
Cape Town
08.2017 - 08.2022
- Prepared operational reports and assisted in workflow management.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Customer Service Advisor
WNS Global Services
Cape Town
11.2013 - 08.2017
- Responded to customer inquiries through calls and emails, including managing complaints.
- Resolved billing issues, missing payments, and account queries.
- Routed customer emails to relevant internal teams for efficient handling.
- Provided professional, courteous support to drive customer satisfaction and loyalty.
Education
Bachelor of Science - Nursing
Powiślanka Szkoła Wyższa
Gdansk, 2209.2025
Skills
- Excellent verbal and written communication
- Active listening
- Empathetic customer engagement
- Problem-solving
- Time management
- Analytical and logical reasoning
- Customer journey management
- Conflict and complaint resolution
- Quality customer service delivery
- Claims handling and escalation management
- Sales support and product advisory
- Email management (Outlook)
- CRM Systems: SAP
- CRM Systems: Salesforce
- Microsoft Office Suite (Word, Excel, PowerPoint)
Languages
English
Bilingual or Proficient (C2)
Additional Information - References
Available upon request
Organisational Managerial Skills
- Problem-solving
- Time management
- Analytical and logical reasoning
Timeline
Claims Handler – Customer Service
Arla Foods
07.2023 - 10.2023
Customer Service Professional
Foundever
02.2023 - Current
Customer Service Specialist
Collinson Group
08.2017 - 08.2022
Customer Service Advisor
WNS Global Services
11.2013 - 08.2017
Bachelor of Science - Nursing
Powiślanka Szkoła Wyższa