Simon Marume
Warsaw,Poland
Summary
Customer Service Specialist with 5 years of experience with genuine drive to assist and support others. Possesses excellent communication and problem-solving skills, combined with proactive approach to addressing customer needs. Committed to enhancing customer satisfaction and fostering long-term loyalty.
Diligent professional aiming to excel as Warehouse Forklift Operator. Proficient in inventory management and workplace safety, paired with strong teamwork and communication skills. Committed to enhancing operational efficiency and contributing positively to warehouse operations.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Service Desk Agent
FUJITSU
, Poland
07.2023 - 11.2024
- Delivered first-level technical support to end-users via phone, email, and chat, resolving issues related to hardware, software, and network connectivity
- Diagnosed and troubleshot technical problems, ensuring quick resolution and minimal downtime
- Managed and documented service tickets in the IT service management system, ensuring accurate tracking and timely resolution
- Prioritized and escalated complex issues to higher-level support teams when necessary
- Maintained a high level of customer satisfaction by providing friendly and efficient service
- Actively listened to customer concerns and provided clear, concise information to address their needs
- Trained new team members on support procedures and best practices
- Achieved and maintained key performance metrics, including response time, resolution time, and customer satisfaction scores
- Prepared regular reports on service desk performance and user feedback
- Contributed to the knowledge base by documenting new issues and solutions
Customer Service Senior Agent
CINEWORLD
, Poland
11.2021 - 09.2023
- Managed a team of 15 customer service agents, providing coaching, support, and performance evaluations
- Conducted training sessions for new hires, focusing on customer service best practices and Cineworld policies
- Coordinated with marketing and operations teams to address and resolve service-related issues promptly
- Utilized CRM software to manage customer interactions and ensure accurate record-keeping
- Assisted customers in understanding policy terms, benefits, and coverage details, ensuring clarity and satisfaction
- Resolved customer complaints and issues, escalating complex cases when necessary, and tracked unresolved issues to ensure resolution
- Supported the sales team by providing detailed policy information, generating quotes, and processing new applications
- Participated in ongoing training and professional development, enhancing skills and knowledge relevant to customer service
- Prepared and presented regular reports on customer service activities, trends, and feedback to management
Tableau Developer
DELOITTE
, Poland
09.2022 - 07.2023
- Created interactive Tableau dashboards for clients across various industries, providing critical insights and enhancing data-driven decision-making
- Analyzed complex datasets to identify key trends and actionable insights, resulting in improved business strategies for clients
- Conducted client workshops and training sessions on Tableau best practices, enabling clients to independently manage and utilize their dashboards
- Optimized dashboard performance, ensuring seamless user experience by implementing efficient data processing techniques and reducing load times by 30%
- Integrated Tableau with diverse data sources including SQL Server, Excel, and cloud-based databases to ensure comprehensive data analysis
- Collaborated with stakeholders to understand business needs and translate them into effective visual analytics solutions
Customer Service Representative
FIRST MUTUAL LIFE
Zimbabwe
05.2019 - 07.2021
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Ensured smooth running of operations with timely preparation of reports.
- Facilitated customer loyalty programmes to enhance customer retention.
- Trained new hires for improved productivity and efficiency on the job floor.
- Assisted customers in making informed decisions by providing detailed product information.
Material handler
MOTION CANADA
Canada
02.2018 - 01.2019
- Enhanced warehouse efficiency by organising materials for easy accessibility.
- Ensured safe working environment by following health and safety regulations.
- Maintained updated inventory records through regular stock checks.
- Loaded and unloaded goods from delivery vans to increase work flow.
- Prepared orders for dispatch, ensuring accurate fulfilment of customer requests.
- Operated heavy machinery including forklifts for efficient material transportation.
- Assisted in yearly inventory audits to guarantee data accuracy.
Forklift operator
LANDTRAN
Canada
09.2017 - 01.2018
- Ensured safety by conducting daily inspections of forklift equipment.
- Improved productivity for warehouse operations by efficiently loading and unloading goods.
- Conducted maintenance with regular checks to prevent mechanical failures.
- Maintained cleanliness in the storage areas to ensure a safe working environment.
- Operated forklifts, resulting in smooth warehouse operation.
Education
BACHELOR OF SCIENCE - International Logistics
University of Economics and Human Sciences
Poland 10.2021 - 06.2024
BACHELOR OF SCIENCE - Banking & Finance
European University of Lee
North Cyprus 09.2013 - 06.2016
Foundation Degree in Arts - Business
Nilai University
Malaysia 09.2008 - 09.2009
Skills
- Data Analysis
- Customer Service
- Time Management
- Technical Proficiency
- Team Collaboration
- Communication
- Detail-Oriented
- Data Entry
Certification
Tableau Desktop Specialist
Languages
English
Timeline
Service Desk Agent
FUJITSU
07.2023 - 11.2024
Tableau Developer
DELOITTE
09.2022 - 07.2023
Customer Service Senior Agent
CINEWORLD
11.2021 - 09.2023
BACHELOR OF SCIENCE - International Logistics
University of Economics and Human Sciences
10.2021 - 06.2024
Customer Service Representative
FIRST MUTUAL LIFE
05.2019 - 07.2021
Material handler
MOTION CANADA
02.2018 - 01.2019
Forklift operator
LANDTRAN
09.2017 - 01.2018
BACHELOR OF SCIENCE - Banking & Finance
European University of Lee
09.2013 - 06.2016
Foundation Degree in Arts - Business
Nilai University
09.2008 - 09.2009
Similar Profiles
Mackenzie GallagherMackenzie Gallagher
ServiceNow Sales Development at FujitsuServiceNow Sales Development at Fujitsu
Rani AvulaRani Avula
Systems Design Expert at FujitsuSystems Design Expert at Fujitsu
Conor ChitolieConor Chitolie
Software Engineer at FujitsuSoftware Engineer at Fujitsu
Subhash ChougaleSubhash Chougale
Application Developer at FujitsuApplication Developer at Fujitsu
Mykhailo PetchenkoMykhailo Petchenko
Cashier - Sales Assistant at BiedronkaCashier - Sales Assistant at Biedronka