Joshua Gudza
Warsaw
Summary
I excel in diagnosing and resolving issues, fostering long-term client relationships through good communication and exceptional service. Skilled in computer assembly and team collaboration and customer service, I consistently deliver solutions that exceed expectations.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Foundever
09.2024 - Current
- Serve as the primary point of contact for customers, managing high-volume inquiries via phone and email while maintaining professionalism and responsiveness
- Resolve operational and service-related issues using a consultative approach, identifying customer needs and delivering tailored solutions,maintaining high CSAT (customer satisfaction scores)
- Maintain accurate and detailed records of customer interactions in CRM and ticketing systems, ensuring data integrity and service continuity
- Drive customer satisfaction through proactive follow-ups, clear communication, and timely updates on issue resolution
- Collaborate with internal teams to escalate and resolve complex cases, ensuring efficient and high-quality service delivery, resolving issues within SLA timelines
- Support onboarding and training of new team members on customer service protocols, tools, and best practices
- Identify recurring customer issues and contribute to process improvements, enhancing efficiency and customer experience
- Handled 40–60+ customer interactions daily
- Achieved first-contact resolution on a high % of cases
computer technician assistant
World Links
03.2023 - 12.2023
- Disassembled computers to perform diagnostics and check for repair needs.
- Enhanced customer satisfaction by providing timely and efficient computer repair services.
- Collaborated with team members to complete complex repairs efficiently and effectively.
- Assisted customers with the setup of new devices and provided guidance on proper usage and maintenance techniques.
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Regularly communicated with clients to provide status updates on ongoing repairs, maintaining transparency and building trust in our services.
- Built long-term relationships with clients by offering exceptional customer service and follow-up assistance when needed.
- Wrote reports on computer statuses and maintenance jobs.
sales floor assistant
OK Zimbabwe
05.2022 - 02.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Assisted in inventory management, conducting regular counts and restocking merchandise as needed.
- Utilized strong time management skills to balance multiple responsibilities, including assisting customers, managing inventory, and maintaining store cleanliness.
- Demonstrated excellent communication skills when interacting with both customers and colleagues, fostering a positive work environment.
- Communication with customers professionally and proactively to provide product information and advice.
- Communicated to customers about their queries and grievance through a live chat
Education
Business Management And Security Analytics
Vistula University
Warsaw, Poland04-2026
Skills
- Client Relationship Management
- Customer Support (Phone, Email, Digital Channels)
- Problem Solving & Conflict Resolution
- Consultative Customer Service
- CRM Systemms & Ticketing Tools (Zendesk, NetSuite)
- Microsoft Excel
- Cross-functional Collaboration
- Process Improvement & Efficiency
- Communication & Interpersonal Skills
- Time Management & Multitasking
- Active listening
- Critical thinking
Timeline
Customer Service Representative
Foundever
09.2024 - Current
computer technician assistant
World Links
03.2023 - 12.2023
sales floor assistant
OK Zimbabwe
05.2022 - 02.2023
Business Management And Security Analytics
Vistula University