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Customer Service Representative

Quezon City, Quezon City, Philippines
September 18, 2019

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Manila Address : ***-C D. Tuazon Road, Brgy. Maharlika Sta. Mesa Heights, Q.C.,Philippines

Poland : Os. Handlowe 8/124, 31-936 Krakow Poland

Mobile No : +639**-*******

Viber No. : +487********

Email :


Date of Birth : June 13, 1991

Nationality : Polish

Place of Birth : Krakow

Sex : Male

Civil Status : Single

Height : 6’4 ft.

Weight : 165 lbs.


TERTIARY Saint Vincent College 2007 - 2009

Qualification : College Degree

Field of Study : Math, English, Biology


GCSE’s Certification (UK)

Employment History

Company Name : Pontoon Poland

Position Title : MSP Technical Support Representative

Duration : August 2018 to June 2019

Work Description

•Answers and processes all technology application support inbound telephone calls and incident case submittals in a timely manner/according to established SLA’s

• Utilizes Salesforce Ticketing System, Internal Technologies, like CRM software and/or ATS systems, to effectively track cases, detail support activities and manage tasks

• Comprehends Vendor Management Systems (VMS) functionality, work-flow and dependencies to troubleshoot, issue replicate and/or escalate cases for resolve

• Accesses standardized responses, SOPs, FAQs and processes necessary for case resolution protocol

• Assesses customers' support needs, then provides resolutions or refers them to other support channels within the organization

• Acts with flexibility to regularly rotate through different technical specialties and skill sets

• Adapts well to changes as products evolve

• Escalates issues according to standard escalation process and protocol

• Participates in scheduled information sharing and education events to train fellow colleagues

• Responds and answers all inbound telephone calls and correspondence in a timely manner/according to department established SLA’s

• Works to meet all existing SLA’s and to improve overall process by recommending improvements to Supervisor.

• Researches, documents, and escalates Technology Service Representative requests to higher level support departments and or VMS partners, when necessary.

• Trouble-shoots and processes error handling files for integration and data exchange feeds

• Works with leads, supervisors, and/or managers to train, mentor, and offer troubleshooting best practices and techniques to Technology Service Representatives

• Assists Data Support Analyst with Quality Assurance checks for all data – both uploaded and manual portions of configuration • Manages daily integration error handling

11.2016 – 31.07.2017

CH2M Poland

Senior Recruitment Coordinator

05.2016 – 10.2016

Alexander Mann Solutions - Administration Specialist

SC Johnson

15.09.2014 - 05.2016

Alexander Mann Solutions - Senior Recruitment Coordinator Business Support Services,

Barclays Bank Support Team

25.10.2013 - 08.2014

Capita Translation and Interpreting (Poland) – Customer Service Assistant

05.03.2013 - 05.06.2013

SU Clinic of Hematology Transport of biological material

10.07.2012 - 10.03.2013

The Bonerowski Palace - Porter

09.06.2012 - 01.07.2012

MPK SA Kraków-Public Transport Information

Providing information to tourists arriving in connection with Euro 2012

02.09.2010 - 23.12.2011

Estee Lauder companies in Segensworth (UK) – Logistic Specialist Shipping Department

15.11.2009 - 20.02.2010

Rich's Bakery in Fareham (UK)

01.04.2009 - 10.11.2009

Seasonal work in English Landscapes in Portsmouth (UK)


Working on weekends Carleen Care Home in Portchester (UK)




Additional skills:

Work in an Office environment

Ability to use the computer in advanced level Knowledge of English - C1/ C2

Certified Native speaker in English and Polish

Ability to work in a team, openness, good self-confidence, good communication with all age groups

I hereby declare that all the facts and information for this cover letter and CV are true. I allow my personal data stated in the above-mentioned applications to be processed for recruitment, in accordance with the Personal Data Protection Act dated 29/08/1997 (Dz. Ust. No. 133, item 883)

References will be available upon request.

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