Piotr Filip Gwoździewicz
Budapest,Hungary
Summary
Resourceful agent skilled in building and maintaining client relationships, driving satisfaction and retention. Recognized for quickly resolving complex issues and enhancing customer loyalty. Achieved high-impact results through strategic problem-solving and proactive communication.
Overview
8
8
years of post-secondary education
6
6
years of professional experience
Work history
Service Desk L1 Agent
Unisys Hungary Kft.
Budapest
2023.10 - 2026.07
- Liaised closely with other IT teams to resolve complex issues efficiently.
- Improved customer trust by establishing open lines of communication and effectively handling enquiries.
- Delivered exceptional customer service to ensure repeat business and referrals.
- Answered calls and resolved queries within target timeframes to achieve KPIs.
- Used interpersonal skills to deliver excellent internal and external customer service.
- Fulfilled client requests within agreed timeframes to maintain satisfaction.
- Updated CRM systems with accurate, current information for valid client records.
- Maintained comprehensive records and archives for thorough reference.
- Utilised advanced technical knowledge for efficient problem-solving.
- Handled high volume of calls whilst maintaining quality standards.
- Provided comprehensive IT solutions, resulting in decreased downtime.
- Facilitated software updates to improve system performance.
- Triaged incoming requests, delivering timely responses according to priority levels.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Investigated and diagnosed customer's technical and product queries.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Adhered strictly to regulatory guidelines during all stages of transactions, reducing legal risks associated with non-compliance.
Polish Customer Service Technician
Foundever Hungary Kft.
Budapest
2022.06 - 2023.10
- Provided round-the-clock support over email and phone calls alike ensuring no query went unanswered.
- Handled escalated cases proficiently, ensured client satisfaction.
- Developed strong relationships with customers through professional and friendly interactions.
- Ensured timely resolution of issues, improved customer retention rate.
- Collaborated with other departments for seamless issue resolution process integration.
- Worked closely with the team to improve overall performance and productivity levels.
- Documented all interactions with clients for future reference and efficiency enhancement.
- Resolved complex hardware problems, displayed excellent problem-solving skills.
- Ensured strict adherence to company policies whilst handling sensitive data.
- Delivered exceptional support to customers with technical queries and concerns.
- Managed large volume of inbound calls daily, showcasing excellent multitasking ability.
- Enhanced customer satisfaction by efficiently troubleshooting technical issues.
- Assisted in training new employees, resulted in a more efficient work environment.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Listened actively to customer concerns, confusions and needs for excellent communication.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Adhered strictly to policies and procedures for continued company compliance.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Boosted company reputation by providing exemplary customer service.
Desk editor
Wydawnictwo Otwarte
2021.01 - 2021.10
- Improved manuscript quality by performing thorough proofreading and editing.
- Implemented SEO strategies in articles, improving online visibility.
- Facilitated constructive criticism workshops, boosting writer skill sets.
- Applied consistent style guide across all written materials to ensure brand consistency.
- Fact-checked content to prevent publication of false information.
- Leveraged digital proofreading tools to flag and fix grammatical errors.
- Researched issues and checked facts, maintaining high standard of journalistic integrity.
- Produced knowledgeable editorials and commentaries on topics of interest.
- Verified grammar and quality of completed works against editorial standards and made adjustments.
- Adhered to established guidelines for consistency across stories and platforms.
- Partnered with production staff on final proofing to facilitate smooth and timely printing.
- Helped local businesses obtain needed publicity by assembling materials and preparing talking points.
Interpreter and Translator
Wolin National Park
2021.06 - 2021.08
- Handled literary translations, preserving original tone and style.
- Ensured linguistic consistency across all translated documents.
- Served as a cultural consultant, bridging language gaps.
- Streamlined workflow, ensuring efficient translation process.
- Conducted simultaneous interpretation, promoting real-time understanding.
- Facilitated international conferences to enable smooth interaction.
- Worked on high-profile projects to ensure seamless communication.
- Provided translation services for enhanced cross-cultural communication.
- Assisted in business meetings for effective bilingual conversation.
- Translated simultaneously using interpretation and translation equipment.
- Demonstrated cultural awareness for enhanced translation understanding and accuracy.
- Mediated bilateral interpretations in Polish and Hungarian.
Education
Master of Arts - Languages
Jagiellonian University
Krakow 2021.09 - 2026.09
Hungarian Philology - Languages
Jagiellonian University
Krakow 2017.09 - 2020.06
Skills
- Customer-oriented approach and empathy
- Policy understanding
- SAP knowledge
- Fast learner
- Adaptability
- Remote access tools
- Help desk software
- Active Directory knowledge
- Remote support capabilities
- Ticketing system operation
- User training and education
- Password reset procedures
- Troubleshooting skills
- Wireless network configuration
- Basic networking concepts
- Hardware troubleshooting
- ServiceNow proficiency
- Resilience and positivity
- SLA adherence competence
- Complaint handling
- Composure under pressure
- ITIL framework knowledge
- Process automation
- Software update installation
LANGUAGES
Polish (Native)
English (Fluent)
Hungarian (Fluent)
Timeline
Service Desk L1 Agent
Unisys Hungary Kft.
2023.10 - 2026.07
Polish Customer Service Technician
Foundever Hungary Kft.
2022.06 - 2023.10
Master of Arts - Languages
Jagiellonian University
2021.09 - 2026.09
Interpreter and Translator
Wolin National Park
2021.06 - 2021.08
Desk editor
Wydawnictwo Otwarte
2021.01 - 2021.10
Hungarian Philology - Languages
Jagiellonian University
2017.09 - 2020.06