Stefan Roman

Delivers customer service and issue resolution across billing, account management, and technical support in a high-volume retail environment. Uses PEGA CJM and 360 Evolution for account analysis and case management.

Acts as a Samsung subject matter expert within a flagship team, promoting products and campaigns to drive sales. Delivers training and coaching to retail teams to improve product knowledge and upselling capability.

Coordinated executive store visits for C-suite stakeholders and key partners, ensuring operational readiness and brand compliance. Managed £500k+ inventory and drove sales performance through coaching and performance management.

Managed high-volume customer accounts using 360 Evolution, handling service configurations and contract processing. Maintained FCA compliance and achieved sales KPIs while performing Service Agent duties.

Provided 2nd and 3rd line technical support for 800+ users, managing service delivery against SLA and OLA targets. Automated patch management processes, increasing deployment efficiency by 250% and reducing ticket backlog by 60%.

Led UX design and development of multiple websites including e-commerce, business, education, and blog platforms. Coordinated cross-functional communication and conducted client consultations to deliver tailored user-focused outcomes.

Grade: First Class Honours

Activities and societies: Delivered introductory Programming & Robotics sessions to prospects at LSBU.

BSc Computer Science with First Class Honours. Developed a machine learning model for face mask detection and social distancing monitoring, and led development of an AI chatbot prototype using the Rasa framework.