Midee Calmel
Warsaw
Summary
IT Support & Claims Specialist with 6+ years of experience in customer service, IT troubleshooting, and process optimization in international environments. Skilled in Salesforce, Jira, MS Office, and customer communication, with a proven ability to resolve complex issues, train teams, and deliver results under pressure. Fluent in English and French (C1).
Overview
8
8
years of professional experience
Work History
Claims Handler
Evy
08.2024 - 07.2025
- Resolved complex claims with a focus on fairness and efficiency, reducing backlog by 20%.
- Delivered excellent client service, maintaining 95%+ satisfaction scores.
- Conducted investigations into suspicious/fraudulent claims, minimizing company risk.
- Trained and supported junior staff to improve onboarding and overall team performance.
- Collaborated with legal teams to ensure proper settlements.
IT Service Specialist
IKEA
02.2023 - 08.2024
- Provided IT support via phone, chat, and email, resolving 90% of incidents within SLA.
- Managed access requests, password resets, and account creation across multiple systems.
- Delivered onboarding training and knowledge articles for new employees.
- Acted as Operational Lead, overseeing escalations and daily operations.
Senior IT Support Specialist
Diebold Nixdorf
01.2020 - 10.2022
- Supported major clients (Lidl, C&A), ensuring seamless IT operations and infrastructure stability.
- Diagnosed and resolved hardware/software issues, collaborating with 2nd/3rd line teams.
- Provided proactive technical solutions, reducing repeat incidents by 15%.
Cash Collector
Accenture
01.2019 - 12.2019
- Managed financial transactions and account reconciliations.
- Implemented collection strategies, improving overdue payment recovery rates.
Back Office Specialist
Teleperformance Poland
01.2018 - 12.2019
- Supported Adidas French market operations (later promoted to Senior Specialist).
- Managed deliveries, handled escalated customer cases, and coordinated with logistics partners.
- Produced monthly reports and handled client communication via phone, email, and social media.
Education
Bachelor - Management
Kozminski Business School
Warsaw01.2015
Psychology Studies
Pierre Mendès University
Grenoble01.2011
Literature
Lycée Français de Varsovie
Warsaw01.2009
Skills
- Technical: Salesforce, Jira, Confluence, Metapack, EBS, MS Office, SharePoint, Intercom, Zimbra
- Customer Service: Claims handling, client communication, complaint resolution, fraud investigation
- IT & Operations: Troubleshooting, incident management, access management, onboarding/training
- Soft Skills: Problem-solving, teamwork, adaptability, fast learning, multicultural collaboration
- Languages: English (C1), French (C1)
Timeline
Claims Handler
Evy
08.2024 - 07.2025
IT Service Specialist
IKEA
02.2023 - 08.2024
Senior IT Support Specialist
Diebold Nixdorf
01.2020 - 10.2022
Cash Collector
Accenture
01.2019 - 12.2019
Back Office Specialist
Teleperformance Poland
01.2018 - 12.2019
Bachelor - Management
Kozminski Business School
Psychology Studies
Pierre Mendès University
Literature
Lycée Français de Varsovie
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