JWJakub Wrona
@jakubwrona
Customer support specialist with expertise in problem-solving and communication.
ItalyWhat I'm looking for
With a Bachelor's degree in Psychology and an MBA in Marketing, I have developed a unique blend of analytical and interpersonal skills. My academic background has equipped me with the ability to understand consumer behavior and apply psychological techniques in various contexts, including clinical and corporate environments.
In my professional journey, I have excelled as a Customer Support Specialist, where I managed high volumes of customer inquiries and resolved complex issues efficiently. My experience at TechSolutions Inc. and Uber Inc. allowed me to enhance customer satisfaction significantly, achieving a 40% improvement in customer satisfaction rates through empathetic and solution-oriented support.
I am passionate about leveraging my skills to create positive customer experiences and contribute to business growth. I thrive in dynamic environments where I can utilize my problem-solving abilities and critical thinking to drive results and improve service quality.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist L2
Uber Inc.
Jan 2024 - Present (1 year 4 months)
Provided advanced support to resolve complex issues faced by passengers and drivers through various channels. Managed high-priority cases and collaborated with cross-functional teams to enhance service quality.
Customer Support Specialist L1-L2
HealthFirst Insurance
Nov 2021 - Nov 2023 (2 years)
Provided customer support via phone and email using Salesforce and the company's request portal. Improved request processing time by 25% and increased customer satisfaction by 40%.
Master of Business Administration in Marketing
Escuela de Negocios Europea de Barcelona
Oct 2022 - Jan 2023 (3 months)
Acquired skills in market research, branding, consumer behavior, and digital strategies, preparing students to develop and implement effective marketing campaigns.
Customer Care Representative
FreshGoods E-Commerce
Jan 2020 - Jan 2020 (0 months)
Handled customer inquiries via email and live chat on Shopify and Freshdesk. Resolved tickets within 24 hours, increasing product awareness by 20% and retention by 15% through empathetic support.
Customer Support Specialist
TechSolutions Inc.
Oct 2018 - Jul 2019 (9 months)
Managed over 40 customer requests daily via phone, email, and live chat using Zendesk and Salesforce. Effectively resolved technical issues, reducing escalations by 30%.
Bachelor's Degree in Psychology
Università di Cagliari
Jan 2018 - Jul 2022 (4 years 6 months)
Gained competencies in psychometric testing, conducting interviews, and psychosocial intervention, preparing for the application of psychological techniques in clinical, educational, and business contexts.
Education
Degrees, certifications, and relevant coursework
Escuela de Negocios Europea de Barcelona
Master of Business Administration, Marketing
2022 - 2023
L'MBA in Marketing fornisce competenze in ricerca di mercato, branding, comportamento dei consumatori e strategie digitali. Preparando gli studenti con abilità analitiche e creative, consente loro di sviluppare e implementare campagne di marketing efficaci, ottimizzare l'engagement dei clienti e favorire la crescita aziendale in diversi settori.
Università di Cagliari
Laurea triennale, Psicologia
2018 - 2022
La laurea in Scienze e Tecniche Psicologiche mi ha fornito competenze nell'uso di test psicometrici, nella conduzione di colloqui e nell'intervento psicosociale, preparandomi ad applicare tecniche psicologiche in contesti clinici, educativi e aziendali.
Availability
Location
ItalyAuthorized to work in
Job categories
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