Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Hobbies and Interests
Training
architecture
Prussian Architecture, the Unknown of space, and its exploration
Timeline
Generic

John Thoene

Szczytno

Summary

Enthusiastic Senior Customer Service Representative with more than 3 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Specialist

HCL Poland
05.2022 - Current
  • Computer hardware diagnostics for customers, Repairing applications and hardware, including company printers, servers, adding client detail to Active Directory (Database), creating new Pool emails, Admin Groups, watching over Major Incidents, reactivating accounts,
  • Ticketing calls, emails in ServiceNow in required SLA, updating tickets, creating SR's, SCTASKS,
  • Receiving calls from Avaya, AWS, livechat, and teams
  • Occasionally fixing IOS, Android Devices, updating them, and reformatting with users or internals over meetings.
  • Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
  • Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.
  • Maintained high-quality service standards by adhering to established processes and guidelines.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
  • Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
  • Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
  • Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.

Technical Helpdesk Specialist - Cash Management

Citibank (Poland) S.A
03.2021 - 05.2022
  • - Analyzing system technical problems reported by the customer via email or phone. This includes resetting passwords to fix missing access, transactions and transaction files required for bookings by other companies. - Creating reports of completed or pending cases with customers or internal employees. - Escalating, creating tickets for backend teams to investigate issues with certain programs used by clients. - Collaborate with external companies - Effectively control the sharing of proprietary and confidential information with clients on general communication lists. - Maintaining documentation in Excel
  • Receiving calls within Avaya, making sure all calls are taken with correct SLA

A+ technician

Self-employed
01.2016 - 02.2020
  • Diagnozowanie uszkodzonych komponentów i ich naprawa
  • Flashowanie BIOS-u do najnowszej wersji
  • Formatowanie systemu, instalacja sterowników
  • Poprawki błędów oprogramowania

Service Desk Agent with English

Fujitsu
04.2019 - 07.2019
  • Computer hardware diagnostics for customers, Repairing applications, creating requests for onsite teams to fix the required hardware within clients office which would often including company printers, desk phones, monitors, cabling, fixing WiFi.
  • Creating ServiceNow reports and adding client detail to Active Directory (Database),
  • Contact with users was done by Avaya, AWS,
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Adhered to company policies, procedures and system documentation requirements.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.
  • Maintained high-quality service standards by adhering to established processes and guidelines.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.

An Internship in IT wing

IKEA Industry Poland Sp. o.o. Branch in Wielbark
10.2017 - 11.2017
  • Checking the technical condition of equipment responsible for processing data on the production floor, as well as repair of computer components, debugging OS and sending in reports to their system.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Analyzed problems and worked with teams to develop solutions.
  • Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.

Education

Licencjat - Zarządzanie i marketing, Zarządzanie

Uniwersytet Warmińsko-Mazurski w Olsztynie
05.2024

High School Diploma -

Zespół Szkół Nr 1 W Szczytnie
Szczytno
05.2018

Skills

  • Technical Support (A)
  • ServiceNow
  • Active Directory
  • Office 365
  • Helpdesk
  • Windows
  • VMWare
  • Azure
  • Mac
  • Bitlock
  • MFA
  • Two-Step Authentication Process
  • DDWI Push Package Installations
  • Android
  • IOS
  • Linux
  • Avaya
  • Documentation Review
  • De-Escalation Techniques
  • Workflow Optimization
  • Live chat support
  • Email support
  • Customer Support
  • Complaint Handling
  • Phone and Email Etiquette

Languages

angielski
polski

Personal Information

Date of Birth: 09/25/98

Hobbies and Interests

A+ (Computer Technician), archaeology, exploration of historical sites, ancient civilizations

Training

  • E.12 qualification, CKE, Installation and operation of personal computers and peripherals, 01/2018
  • E14 qualification, CKE, Creating web applications, databases and administering databases, 06/2016
  • E.13 qualification, CKE, Design of local computer networks and network administration

architecture

My interest is Prussian, and Pre WW1 architecture as many old buildings which still stand were built in such a style which is beautiful in my eyes, as well as the history of every individual building, and its owners is fascinating. 

Prussian Architecture, the Unknown of space, and its exploration

Prussian Architecture in its own is very interesting as multiple buildings in my area are built in such a style, which allows the vegetation to grow within the wooden pillars, which gives a look into how certain houses were built, and decorated over a hundred years ago.  


Space exploration, and all its findings is quite an interesting subject. 

Timeline

Senior Customer Service Specialist

HCL Poland
05.2022 - Current

Technical Helpdesk Specialist - Cash Management

Citibank (Poland) S.A
03.2021 - 05.2022

Service Desk Agent with English

Fujitsu
04.2019 - 07.2019

An Internship in IT wing

IKEA Industry Poland Sp. o.o. Branch in Wielbark
10.2017 - 11.2017

A+ technician

Self-employed
01.2016 - 02.2020

Licencjat - Zarządzanie i marketing, Zarządzanie

Uniwersytet Warmińsko-Mazurski w Olsztynie

High School Diploma -

Zespół Szkół Nr 1 W Szczytnie

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John Thoene