Alexandru Golis
@alexandrugolis
Customer-focused customer service advisor delivering measurable satisfaction improvements.
United KingdomWhat I'm looking for
I am a customer-focused, tech-savvy Customer Service Advisor with over five years' experience in fast-paced contact centres and retail environments. I consistently resolve multi-channel enquiries with empathy and efficiency, using CRMs like Zendesk and Salesforce and reporting tools such as Power BI to drive improved first-contact resolution and CSAT.
I have a strong background in telecommunications, logistics, and retail and have led service improvements that cut resolution times and repeat contacts. At DHL I maintained a 92% monthly CSAT, improved first-contact resolution by 22%, trained new team members, and was recognised as Top Performer of the Quarter.
Experience
Work history, roles, and key accomplishments
Customer Service Advisor
DHL UK
Jan 2024 - Present (2 years 1 month)
Manage multi-channel parcel and logistics enquiries, improving first-contact resolution by 22% and maintaining a monthly CSAT of 92%; trained 3 hires and recognised as Top Performer in Q4 2024.
Customer Support Specialist
Costco UK
Mar 2021 - Dec 2023 (2 years 9 months)
Delivered phone, email and counter support in a high-volume retail environment; reduced repeat contacts by 15% and boosted online order satisfaction by 18% during peak seasons.
Customer Service Assistant
One Call Insurance
Mar 2020 - Jan 2021 (10 months)
Handled telephone and webchat insurance enquiries and claims, maintained sub-6 minute AHT while piloting a cross-department escalation process that cut wait times by 40%.
Education
Degrees, certifications, and relevant coursework
SUSheffield Hallam University
Master of Arts, Public Relations
Master of Arts in Public Relations from Sheffield Hallam University.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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