Open to opportunities

Joachim Łukasz Górnicki

@joachimukaszgrnicki

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Customer Service Team Lead who troubleshoots technical issues and turns data into clear reports.

Poland

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What I'm looking for

I want to lead and improve customer support by combining technical troubleshooting, quality coaching, and reporting. I’m excited to collaborate closely with IT, maintain KPI performance, and keep workflows efficient through data-driven insights.

I’m a motivated psychology and counselling graduate with over seven years of customer service experience and over one year resolving technical issues on the Duty Manager line. I currently manage and support a team of 16 Customer Service Representatives, listening in on calls, reviewing quality, and ensuring correct procedures are followed.

I troubleshoot staff’s technical issues and raise JIRA tickets to IT, while staying calm and effective during de-escalations. I also use AI to make workflows more efficient, manually checking all outputs, and I produce complex sales and service level reports using Power BI, Excel, and Looker Studio.

My background includes extensive work with Salesforce (Salesforce Lightning Console CRM and Oracle CC&B CRM) and presenting sales results to clients. Volunteering as a Power BI Support Worker and earning an MA Psychology and Postgraduate Certificate in Counselling strengthened my active listening, communication, empathy, and conflict resolution skills—values I bring to every support interaction and improvement initiative, including Lean Six Sigma Yellow Belt learning.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Fexco - Bord Gáis Energy

Mar 2025 - Present (1 year 4 months)

Manage and support a team of 16 customer service representatives, including call monitoring for quality and adherence to procedures. Troubleshoot staff technical issues, raise JIRA tickets to IT, and produce sales and service-level reports using CRM and reporting tools.

Team Management Call Quality Monitoring Customer Service Troubleshooting Oracle CC&B CRM Data Analysis Power BI Excel Looker Studio Sales Reporting Powershell Scripting AI Assisted Workflows De escalation

Customer Service Representative

Fexco - Bord Gáis Energy

Jan 2024 - Jan 2025 (1 year)

Provided inbound phone and email customer support, occasionally making outbound calls, and handled app and online account technical issues. Assisted colleagues with queries, applied feedback to improve service, and exceeded KPIs to earn promotion to Team Lead.

Inbound Calls Email Support Outbound Calling Active Listening Technical Troubleshooting Data Analysis Report Writing Policy Compliance Escalation Handling

Power BI Support Worker

Voluntary Service Aberdeen (VSA)

Jan 2018 - Jan 2023 (5 years)

Supported individuals with mental health needs in daily activities and maintained client relations with psychiatrists, caseworkers, and healthcare teams. Used Power BI and Looker Studio for reporting and supported documentation and compliance while coaching junior staff and handling escalations.

Power BI Looker Studio Genesys Cloud Salesforce CRM Excel Teams Outlook Powershell Scripting Documentation Record keeping & Compliance Conflict Resolution Coaching and Mentoring Mental Health Support

Education

Degrees, certifications, and relevant coursework

Atlantic Technological University

Creative Writing, Creative Writing

2025 - 2026

Studying Creative Writing. Also completed Lean Six Sigma Yellow Belt training during the same period.

Lean Six Sigma (Yellow Belt)

Lean Six Sigma Yellow Belt, Process Improvement (Lean Six Sigma)

2025 - 2026

Studied Lean Six Sigma Yellow Belt principles, including process improvement and waste reduction. Learned the DMAIC model and root-cause analysis to support continuous improvement and quality standards.

University of Aberdeen

Postgraduate Certificate in Counselling, Counselling

2021 - 2023

Completed a Postgraduate Certificate in Counselling with supervised counselling practice. Developed active listening, communication, empathy, and client support skills using person-centred counselling approaches.

University of Aberdeen

Master of Arts (MA), Psychology

2018 - 2020

Grade: 2:1

Earned an MA in Psychology with training in research methods, ethics, and evidence-based practice. Conducted statistical analysis using IBM SPSS and Excel and completed an experimental study investigating AI and behavioural psychology.