Agnieszka Demirci
Milton Keynes
Summary
Experienced in call centre operations, with a proven track record of utilizing call centre software and digital tools to improve customer engagement. Demonstrates strong skills in CRM software and database management, facilitating seamless order processing and issue resolution. Known for exceptional empathy and active listening, contributing to superior inbound call experiences. Focused on advancing knowledge in digital communication strategies to boost customer service effectiveness.
Overview
21
21
years of professional experience
Work history
Customer care adviser
bp pulse
Milton Keynes
2022.01 - Current
- Managed high volume of inbound calls for issue resolution.
- Maintained updated knowledge on company's policies and promotions for accurate information dissemination.
- Worked extensively under pressure during peak hours without compromising service quality.
- Collaborated effectively with team members to meet service goals.
- Social Media experience as part of digital team dealing with customers enquiries on social media platforms
- Salesforce expert
- Spoken to different markets - UK, German, USA adapting to difference cultures and communication styles
- Obtained 100% Satisfaction score
- Achievements for the year 2025 - 88% VSAT performance achieved across all different markets combined
- Identified customer needs for appropriate recommendations and solutions.
- Adapted quickly to new technologies for improved efficiency.
- Escalated complex issues to senior management when necessary, ensured comprehensive solution provision.
- Handled sensitive information confidentially, upheld data protection regulations.
- Skillfully navigated challenging phone conversations with resilience, confidence and interpersonal skills to achieve positive outcome.
Service Department Administrator
Hikoki Power Tools( formerly Hitachi)
Milton Keynes
2013.10 - 2021.11
- Processed online warranty returns and coordinated tool collections via FedEx.
- Registered repairs in internal systems and provided regular status updates to customers.
- Served as main contact for all service-related inquiries, handling high call and email volumes.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
Office Administrator – Transport Department
Actona Company
Milton Keynes
2005.04 - 2013.08
- Planned and coordinated bulk shipments and home deliveries across the UK.
- Managed transport issues and liaised with distribution centres and customers.
- Created sales orders and handled customer service queries using multiple IT systems.
Education
Cosmetology College
Wroclaw, PolandHigh School Equivalent A-Level: Polish, History, German
Skills
- Call centre software
- Digital communication tools
- Understanding basic computer troubleshooting
- Email correspondence
- Empathy demonstrations
- Working with databases
- Order processing
- Active listening
- Query problem solving
- CRM Software proficiency
- Positive attitude
- Inbound call handling
Languages
English
Fluent
German
Advanced
Polish
Native
Timeline
Customer care adviser
bp pulse
2022.01 - Current
Service Department Administrator
Hikoki Power Tools( formerly Hitachi)
2013.10 - 2021.11
Office Administrator – Transport Department
Actona Company
2005.04 - 2013.08
Cosmetology College
High School Equivalent A-Level: Polish, History, German