Open to opportunities

Edit Kovacs

@editkovacs

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Multilingual customer service and IT support professional with strong coordination and training skills.

Hungary

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What I'm looking for

I seek a customer-focused role combining technical support and coordination where I can resolve complex issues, mentor colleagues, and improve processes in a collaborative culture.

I am a multilingual customer service and IT support professional with extensive experience in level 1 service desk, account support, and B2B client management. I combine strong communication skills with technical troubleshooting and CRM proficiency to resolve issues efficiently.

Over my career I have worked across telecom, IT services, finance, and consumer electronics support roles, where I handled escalations, maintained documentation, and met SLA targets. I have delivered remote support, managed ticket queues, and supported cloud-based services and deployments.

I bring proven coordination and administrative experience from executive assistant and project coordination roles in public and private sectors, managing stakeholder communication, documentation, and process workflows. I have also developed training materials and taught English and Hungarian in multiple contexts.

I am customer-oriented, organised, and adaptable, with near-native proficiency in English and German, intermediate Dutch, and a background in teaching, translation, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Techem

Jan 2025 - Present (1 year)

Provided timely customer support via phone, email and live chat; troubleshot and escalated complex issues, handled flight/seat change queries, and maintained accurate CRM records to resolve complaints.

Customer Support CRM Troubleshooting Escalation Management Phone Support Email Support Live Chat Documentation

Current

English Teacher / CELTA

Current

Self Employed

Jan 2005 - Present (21 years)

Taught English according to CELTA standards to various groups and individuals, designed materials, conducted phonetics coaching and assessed student progress.

Lesson planning Assessments Classroom Management

Customer Service Representative

24 Seven

Jan 2024 - Dec 2024 (11 months)

Delivered customer service to clients including IVECO and Ryanair, resolved inquiries via multiple channels, and maintained CRM records to support operations.

Customer Service CRM Multichannel Support Client Relations Data Entry Ticketing Communication

Customer Support Agent

Covalensolutions

Jan 2023 - Dec 2023 (11 months)

Provided multichannel customer support, troubleshot issues, escalated complex cases, handled luggage and booking complaints, and kept accurate CRM transaction records.

Customer Support CRM Troubleshooting Escalations Phone Support Email Support Documentation

Customer Service Advisor

Vodafone

Jan 2023 - Dec 2023 (11 months)

Investigated and escalated complex mobile and billing issues, advised customers on Vodafone packages, resolved complaints, logged cases in CRM and followed up on device resets and payments.

Telecommunications Support CRM Billing Support Escalation Management Customer Retention Reporting Data Protection

Customer Service Agent

Heloo Customer Service

Jan 2022 - Dec 2022 (11 months)

Resolved customer inquiries and complaints, administered customer histories, entered data, applied company standards and scheduled follow-ups to optimise contact outcomes.

Customer Service Data Entry CRM Communication

Customer Support Specialist

Transcosmos

Jan 2021 - Dec 2022 (1 year 11 months)

Handled repair-related calls and emails for Fossil/Verizon Connect, tracked deliveries, managed claims and credit notes, issued invoices/quotations and supported B2B warranty and spare-parts queries.

B2B Support Claims Management Invoicing CRM Email Support

L1 Service Desk Agent

Tata Consultancy Services

Jan 2020 - Dec 2021 (1 year 11 months)

Provided Level 1 IT support including password resets, remote troubleshooting, cloud and application support, ticket escalation and documentation while adhering to SLAs and quality standards.

IT Support Service Desk Remote Support Password Resets Cloud Services Ticketing Documentation Escalations

Order Management Specialist

Tech Mahindra

Jan 2018 - Dec 2018 (11 months)

Managed order entry and asset/software requests, created tickets, coordinated with internal partners, performed PC support and contributed to meeting service desk SLAs.

Order Management Ticketing IT Support Process Adherence Coordination Asset Management SLA Management

B2B Accounts Payable Accountant

General Electric

Jan 2017 - Dec 2017 (11 months)

Processed supplier invoices, matched invoices to purchase orders in ERP, ensured approvals, managed vendor communications and executed vendor payments for B2B accounts.

Accounts Payable ERP Invoice Processing Supplier Communication Payment Execution Salesforce Financial Reporting

Service Desk Analyst

Tata Consultancy Services

Jan 2016 - Dec 2016 (11 months)

Provided IT support and incident resolution, performed troubleshooting and escalations, and handled inbound/outbound calls to restore end-user services.

IT Support Incident Management Troubleshooting Escalations Documentation Remote Support

Office Assistant / Sample Administrator

European Commission

Jan 2013 - Dec 2015 (2 years 11 months)

Prepared papers and presentations by extracting and summarizing statistics, managed sample storage and related administration including stock counts and database updates.

Administrative Support Data Entry Reporting Stock Control Document Management Coordination

Executive Assistant

National Employment Office

Jan 2005 - Dec 2013 (8 years 11 months)

Managed documentation and unit workflows, supported HR screening, organised the annual University of Ergonomics and contributed to conferences and labour-related research projects.

Executive Support Document Management HR Support Research

Executive Assistant

Public Employment Service Coordination Office

Jan 2005 - Dec 2005 (11 months)

Coordinated projects and stakeholder engagement for public employment services, collaborated with ILO on joint research, and planned and executed training and pilot projects.

Project Coordination Stakeholder Management Reporting Communication Public Sector Liaison Event Planning

Executive Manager

Interqualitas Bt.

Jan 1993 - Dec 2005 (12 years 11 months)

Coordinated large interpretation and translation projects (PHARE, World Bank), trained labour market consultants, provided interpretation and taught English/Hungarian to VIPs.

Project Coordination Interpretation Translation Training Delivery Client Management Language Instruction