At Armatis Polska's Ryanair Project, I managed more than 90 daily customer interactions by phone and live chat, resolving schedule changes, cancellations, and compliance requests. I maintained an 80%–96% CSAT rating while handling three chat clients concurrently.
I mentored incoming representatives on Zendesk CRM navigation and interaction logging. My work there also included keeping average service handling time to 3–4 minutes.
At United Bank for Africa, I provided first- and second-level digital banking support by chat, email, and phone, achieving an 80% First Contact Resolution rate. I analyzed client feedback metrics, contributing to a 10% reduction in customer complaints.
As a self-employed financial market analyst and trader, I formulate trading plans, analyze market structure, and research currency pairs, commodities, and equity indices. I use MetaTrader 5 and TradingView for market monitoring and trade execution, and maintain trade logs and performance journals to support risk management.
