Open to opportunities

Wiktor Schmidt

@wiktorschmidt

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Bilingual customer service adviser skilled in technical support and CRM-driven resolutions.

United Kingdom

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What I'm looking for

I seek remote roles in customer or technical support where I can use bilingual communication, CRM expertise, and incident management to improve customer outcomes and grow into senior support responsibilities.

I am a bilingual Customer Service Adviser with hands-on experience delivering technical support and exceptional customer service across chat, phone, and email in both English and Polish. I have supported large platforms such as Google services and retail clients, resolving incidents, escalating complex issues, and maintaining GDPR compliance.

I built and ran an eCommerce business selling luxury accessories in the UK and Poland, managing sourcing, order fulfilment, customer relations, and logistics end-to-end. I also completed the IBM IT Support Professional Certificate, which strengthened my hardware, software, and troubleshooting foundations.

I excel at working remotely, using CRM systems (Zendesk, ServiceNow, Salesforce) to manage cases, raise internal tickets, and track outcomes. I bring strong problem-solving, time-management, and interpersonal skills to roles that require clear communication and dependable incident management.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advisor

Current

Dunelm

Nov 2024 - Present (10 months)

Provide fast, remote chat and email support resolving product enquiries, missing orders, and refunds while handling multiple chats concurrently and coordinating with couriers to ensure timely resolutions.

Customer Support Order Management Multitasking COURIER GDPR Compliance Remote Work

First Line Incident Management

The Barcode Warehouse

Aug 2023 - Jul 2024 (11 months)

Provided night-shift IT operative support remotely, monitoring systems, troubleshooting hardware/software issues, managing CRM data, and raising tickets to Tier 2 for clients including UK and Polish retailers.

Incident Management Remote Monitoring CRM Platforms Ticketing GDPR Compliance client support Night Shift Operations

Customer Experience Associate II

Conduent

Jul 2022 - Jul 2023 (1 year)

Delivered bilingual (Polish/English) technical support for Google services via chat, phone and email, documented interactions in CRM, and escalated complex issues to Tier 2 and risk teams while ensuring data privacy compliance.

Technical Support Google Play Pay Support Bilingual Support (Polish English)CRM Escalation Management Remote Work

eCommerce Entrepreneur

Self-Employed

Feb 2020 - Mar 2022 (2 years 1 month)

Operated an online store selling luxury handbags and accessories across the UK and Poland, managing sourcing, inventory, order fulfilment, shipping, and customer service to build strong client relationships.

Inventory Management order fulfillment Customer Service Sourcing Shipping & Logistics UK Poland Markets CRM

Education

Degrees, certifications, and relevant coursework

Technical School of Food Technology and Business

Diploma, Food Technology and Business

2013 - 2017

Completed vocational education with hands-on training in food processing, product development, and business operations, graduating with a diploma.

IBM (online)

Professional Certificate, Information Technology

Completed the IBM IT Support Professional Certificate program consisting of seven courses with hands-on assessments, covering IT fundamentals, hardware, and software.