Open to opportunities

Kianu User

@kianuuser

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Customer Support Specialist with 5+ years delivering empathetic, compliant SaaS and healthcare support.

Poland

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What I'm looking for

I’m looking for a customer-first role where I can lead multi-channel support, deliver Tier 1/Tier 2 troubleshooting, and drive CSAT through SLA management and root-cause analysis—especially in SaaS or healthcare environments.

I’m a Results-oriented, bilingual Customer Support Specialist with over 5 years of experience across phone, email, and live chat. I deliver both general and technical support for SaaS and healthcare platforms, combining empathy with clear, efficient communication.

I’m known for high-volume, multi-channel customer handling and Tier 1/Tier 2 troubleshooting in remote environments. I triage health cases via CRM, track resolution times, and identify recurring software defects for the engineering team.

I take compliance seriously—maintaining 100% regulatory adherence with GDPR/HIPAA and upholding Data Governance standards in every interaction. I also built structured frameworks for medical record management, ensuring 100% accuracy and strict confidentiality protocols.

My impact shows in outcomes: 600+ positive CSAT scores, a 150% average performance rate against departmental KPIs, and support for growth through qualifying 30+ high-value leads monthly that contributed to a 20% increase in portfolio growth.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Henry Meds

Jul 2024 - Mar 2026 (1 year 8 months)

Provided empathetic multi-channel support to patients via phone, chat, and email in a telehealth environment. Ensured regulatory compliance (including GDPR/HIPAA), triaged cases in a CRM, and identified recurring software defects for the engineering team.

Customer Support Phone Support Live Chat Support Email Support GDPR HIPAA Data Governance CRM Administration Triage Root Cause Analysis Remote Support

Sales Development Representative

Innpulse

Jul 2021 - Sep 2023 (2 years 2 months)

Served as a liaison between prospective clients and internal teams to support account expansion and revenue targets. Delivered product value presentations, executed multi-channel outreach, and managed a sales pipeline with objection handling.

Sales Development Lead Qualification Sales Presentations Account Expansion Pipeline Management Objection Handling Revenue Growth CRM Administration Stakeholder Management

Technical Support Specialist

GOG.com

Oct 2019 - Jun 2021 (1 year 8 months)

Provided Tier 1 and Tier 2 technical assistance for Windows and macOS users, diagnosing software conflicts and connectivity issues. Conducted investigations into account health, security breaches, and technical disputes, translating technical details into actionable steps for non-technical users.

Technical Support Tier 1 Support Tier 2 Support Windows Troubleshooting MacOS Support Software Conflict Diagnosis Connectivity Issues Account Health Root Cause Analysis Technical Communication

Influencer Relations Specialist

IndaHash

Oct 2018 - Oct 2019 (1 year)

Acted as the primary point of contact for international influencers, managing campaign execution with high autonomy to ensure campaign goal fulfillment.

Influencer Relations International Influencers Campaign Management Stakeholder Management Customer Relationship Management