KUNDAI GWEZUVA
Warsaw,Poland
Summary
Customer service professional with strong expertise in phone and email communication. Proficient in utilizing platforms such as Zendesk, Salesforce, and Freshdesk to improve customer satisfaction and service recovery. Demonstrated skills in conflict resolution and de-escalation, with a focus on GDPR compliance and data handling. Capable of managing time effectively and multitasking under pressure while providing exceptional travel and booking support.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work history
Customer Service Agent
Snowhurst Travel Agency
2023.10 - 2026.03
- Handling customer inquiries about car hire, travel bookings, and pricing
- Responding professionally to customer emails
- Taking phone calls and giving correct travel information
- Supporting booking changes and basic troubleshooting
- Keeping data accurate and GDPR compliant
- Working in a team to ensure excellent customer service
Customer Service Representative
Foundever
Warsaw
2021.01 - 2023.01
- Supported customers via phone, email, and chat
- Helped with billing, accounts, and technical questions
- Used Salesforce and Zendesk for ticketing and case updates
- Escalated difficult cases and ensured quick resolutions
- Maintained high-quality communication standards
Customer Service Associate
OEX Voice Contact Center
2021.01 - 2023.01
- Managed appointments, follow-ups and general customer inquiries
- Ensured GDPR compliance and accuracy in all records
- Worked with the team to meet targets and KPIs
- Handled complaints with patience and empathy
Customer Service Associate
Cineworld
2018.01 - 2021.01
- Assisted customers in person and by phone in a busy cinema
- Managed ticket sales and product purchases
- Resolved complaints to ensure a great customer experience
- Supported cinema operations during peak hours
Education
Bachelor of Science - Nursing
Vincent Pol University
Lublin, Poland 2020.10 - 2023.07
Skills
- Phone & Email Communication
- Zendesk, Salesforce, Freshdesk
- Customer Satisfaction & Service Recovery
- Conflict Resolution & De-escalation
- Time Management & Multitasking
- GDPR & Data Handling
- Problem-Solving Under Pressure
- Travel & Booking Support
Languages
English – Fluent
German – Intermediate (B1→working toward B2)
Accomplishments
- Over 6 years delivering excellent customer service
- Maintained 90%+ customer satisfaction scores across roles
- Improved issue resolution time by 20%
- Recognized for professional communication and teamwork
Timeline
Customer Service Agent
Snowhurst Travel Agency
2023.10 - 2026.03
Customer Service Representative
Foundever
2021.01 - 2023.01
Customer Service Associate
OEX Voice Contact Center
2021.01 - 2023.01
Bachelor of Science - Nursing
Vincent Pol University
2020.10 - 2023.07
Customer Service Associate
Cineworld
2018.01 - 2021.01