Robert Osenjak

Run an agricultural smallholding with full responsibility for daily operations, scheduling, equipment, and seasonal planning. Automated routine tasks to free time for full-time employment.

Hands-on build, assembly, and testing of physical products for early-stage startups. Performed component and mechanical assembly, repairs, soldering of PCBs and electronics.

Handled numerous simultaneous live chat conversations in the highest-volume support queue at the world's largest cryptocurrency exchange. Sustained a CSAT of 97.9% improving to 98.3% and specialized in financial and on-chain cases.

Led a team of 8 Customer Support Advisors plus trainees, holding team CSAT at 99.7% for over a year. Delivered an average first response time of 5 seconds against a 30-second SLA target and rebuilt knowledge base content.

Audited support quality, advisor performance, and SLA adherence across a team of 8 advisors plus trainees. Produced weekly and monthly quality reports and developed internal documentation and knowledge base content.

Handled 50–70+ tickets and chats per day in a technical SaaS environment. Supported customers with product questions, account issues, and technical troubleshooting via ticket-based communication.

Completed coursework in computer systems networking and telecommunications, including CCNA 1-2, CompTIA Network+, and CompTIA A+ certifications.