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Work Background
IRIS Software GroupCustomer Support Analyst 2nd line
May. 2021RemoteMy role at Senta was transferred over to IRIS back in May 2021. However, my daily responsibilities have primarily remained the same. There have been some changes, mainly around the system that we use and the products we support, all of which have been a fascinating journey in learning something new.
SentaCustomer Support Specialist
Sep. 2018 - Jun. 2022RemoteI was hired as a Support Advisor for the Support Desk when Senta SaaS was still a small start-up, working from the Engine Shed in Bristol. In the beginning, I worked as a part of a small Support Team (3 people, including myself). I have quickly learned that no two days at Senta will be the same. My day-to-day responsibilities would include: answering calls, responding to emails within the set SLA, running screen shares, writing guides to our software, helping our users to understand detailed and technical information, providing solutions to product issues, keeping myself up to date with any product changes and product knowledge, working closely with our development team to log any software issues and client requests, and most importantly being flexible with my role responsibilities. I have worked hard to contribute to building our current support team's foundations. Making our client experience with Senta as user-friendly and stress-free as possible is at the heart of everything we do.
RDS GlobalCustomer Service Representative
Jun. 2016 - Apr. 2018Derby, England, United KingdomWorking as the first point of contact for a busy IT helpdesk. My primary responsibilities include answering a high volume of calls and emails, logging technical incidents on the CRM database, assigning them a priority, and, most importantly, building a good relationship with our customers. The role can be pretty challenging and requires multitasking, excellent problem-solving skills and the ability to work under pressure.
WebhelpSales Service Advisor
Nov. 2015 - Apr. 2016Derby, England, United KingdomMy role with WEBHELP was within the SKY downgrades department. I was responsible for assisting with any account queries, payments and subscription management.
PXtechTechnical Support Specialist
Jul. 2015 - Nov. 2015Derby, England, United KingdomI was a first-line support technician; my day-to-day responsibilities were logging calls on the XCRM database, ensuring the resolution of technical incidents within SLA and escalating them where necessary.
Capita IT Professional ServicesService Desk Analyst
Mar. 2015 - May. 2015Derby, England, United KingdomWorking for a busy IT department, my role was to assist with 1st line technical incidents such as password resets, software installs, printing issues and connection problems. Role required dealing with sensitive data, working as a part of a large team, and having strong multitasking and problem-solving skills.
Office AngelsCustomer Service Representative
Sep. 2014 - Oct. 2014Newport, Wales, United KingdomProviding technical support for a busy help desk centre based in Newport called Difference Corporation, my responsibilities were to answer all incoming calls and emails and to provide technical assistance and excellent customer service experience. Unfortunately, I had to leave this role quicker than anticipated due to relocation.
Castles TechnologyBilingual Customer Service Representative
Oct. 2011 - Dec. 2013Salisbury, England, United KingdomWorking as a Bilingual Technical Support/Customer Advisor for SPIRE Payments (now known as Castles Technology) was a very diverse and exciting role where I could speak my native Polish language and English. The role's primary responsibilities were assisting with technical incidents for a busy 24/7 helpdesk, recording all data on a REMEDY system and working as part of a team. Often, the callers spoke very little English or were calling from very noisy places, so a massive part of my role was mastering the ability to listen and remain calm and professional under pressure, providing clear instructions
and excellent customer service experience. I've spent most of my role at SPIRE working during unsociable hours. Therefore, I needed to be responsible, sensible and self-motivated as I trusted working with just one team member in a large call centre building.
Salisbury City CouncilAdministrative Assistant
Nov. 2010 - Sep. 2011Salisbury, England, United KingdomMy role with the Salisbury City Council was to represent the City Council at the front desk at the historic Guildhall in the centre of Salisbury and to fulfil all administration and receptionist duties such as answering and directing all incoming calls, responding to emails and letters, taking payments and assisting with diary management, copying, scanning and more.
BSMSenior Customer Service Representative
Aug. 2007 - Oct. 2010Salisbury, England, United KingdomBSM has provided me with fantastic opportunities to develop my skills in customer service. In the first six months of my role, I was promoted to Senior Customer Service Advisor and signed up for an NVQ level 2 in Customer.
Services to further develop my skills. I’ve worked on the front desk as the first point of contact, answered calls and emails, processed payments, providing training and guidance to new starters, worked with self-employed driving instructors, managed their diaries and helped them generate more business. A considerable part of my role for BSM was target-driven sales.
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