kamil wisniewski
@kamilwisniewski
Customer Support Specialist who handled 60+ daily tickets at a global e-commerce group while maintaining 96% CSAT.
VietnamWhat I'm looking for
At Global E-Commerce & Retail Group, I handled 60+ customer tickets daily across live chat, email, and social media while maintaining a 96% CSAT score. I resolved order tracking, refund, account, and payment issues using Zendesk and internal CRM tools.
I reduced average first response time by 15% by creating and optimizing canned responses and macros for recurring international customer issues. I also collaborated with logistics and technical teams to identify causes of systemic delays.
At Digital Service Solutions Ltd, I supported international customers with product questions, site navigation, and checkout troubleshooting. I de-escalated complex tickets and partnered with logistics and technical teams on order delays and shipping problems.
My experience also includes coordinating online order fulfillment at Albert Heijn Online Distribution Center (HSC) and handling client correspondence, workflows, and SOPs at Office Administration. I'm seeking remote Customer Support or Customer Success roles with US-based teams, and I'm available to support US customers across time zones.
Experience
Work history, roles, and key accomplishments
Senior Online Customer Support Specialist
Global E-Commerce & Retail Group
Jan 2024 - Aug 2026 (2 years 7 months)
Managed high-volume customer inquiries via Live Chat, Email, and Social Media, handling 60+ tickets daily while maintaining a 96% CSAT score. Resolved complex e-commerce issues and reduced average First Response Time by 15%.
E-Commerce Chat & Ticket Support Agent
Digital Service Solutions Ltd
Aug 2023 - Dec 2023 (4 months)
Provided real-time support to international customers via web chat on product details, site navigation, and online checkout troubleshooting. De-escalated frustrated customers and partnered with logistics and technical teams to resolve systemic issues.
Digital Operations & Order Coordinator
Albert Heijn Online Distribution Center (HSC)
Mar 2023 - Jul 2023 (4 months)
Coordinated order fulfillment within international digital distribution systems to ensure accurate and timely online deliveries. Monitored and resolved real-time operational issues in the stock and delivery process.
Assistant Manager – Client Relations & Operations
Office Administration
Jul 2022 - Feb 2023 (7 months)
Managed professional business correspondence via email, coordinating operational timelines, reporting, and client account documentation. Developed digital workflows and Standard Operating Procedures that improved response rates.
Education
Degrees, certifications, and relevant coursework
ZSGH Torun
High School Diploma, General Studies
Completed high school education at ZSGH Torun in 2023.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Salary expectations
Job categories
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