Mateusz H.

Name: Mateusz Hornowski Experience: 10 Years Location: Kraków, Poland Languages : Polish - native, German - native level, English - full professional proficiency Summary A dedicated and highly skilled Customer Support and Technical Support Representative with 10 years of comprehensive experience in providing exceptional customer service and technical assistance. Proven track record of resolving complex issues, enhancing customer satisfaction, and contributing to the success of various organizations. Adept at communicating effectively with clients, troubleshooting technical problems, and delivering solutions that exceed expectations. Key Skills Customer Support: Exceptional communication and interpersonal skills Proficient in handling customer inquiries and complaints Ability to manage high-volume call and email traffic Skilled in customer relationship management (CRM) software Technical Support: Expertise in troubleshooting hardware and software issues Knowledge of various operating systems (Windows, macOS, Linux) Proficiency in remote desktop support tools Problem Solving: Strong analytical and diagnostic skills Ability to think critically and provide innovative solutions Experience in documenting and improving support processes Skilled in root cause analysis and incident management Team Collaboration: Experience working in cross-functional teams Ability to train and mentor junior support staff Proficient in knowledge base creation and maintenance Strong teamwork and collaboration abilities Delivered high-quality customer support through various channels (phone, email, chat) Resolved customer issues with a over 90% first-call resolution rate Assisted in developing and implementing customer service policies Trained new hires on customer service best practices and company procedures Provided technical assistance for software and hardware issues Diagnosed and resolved network connectivity problems Created detailed technical documentation for internal and external use Achieved a 98% customer satisfaction rate through effective problem resolution Regularly attended workshops and seminars on customer service and technical support Completed courses on advanced troubleshooting techniques and customer relations Personal Attributes Highly organized and detail-oriented Patient and empathetic with a customer-first mindset Strong time management and multitasking abilities Continuous learner, staying updated with the latest industry trends and technologies References Available upon request.