Sandra Burda

Poznan,Poland

Summary

Results-oriented Customer Success Specialist with 10+ years of experience across SaaS, digital products, and international trade. Expert in managing high-volume remote environments, consistently handling 60–80 tickets daily with a 95%+ SLA compliance rate. Proven ability to maintain high satisfaction levels (4.7–4.9/5 CSAT) through technical troubleshooting, billing resolution, and proactive customer retention strategies.

Overview

years of professional experience

Work History

Customer Success & Technical Support Specialist

International SaaS eSIM Platform

07.2024 - Current

Efficiently resolve 60–80 tickets daily via Zendesk (Chat & Email), maintaining 95%+ SLA compliance.
Achieved and sustained a 4.7–4.9/5 CSAT score while resolving 85% of cases on the first response.
Specialized in eSIM activation, APN configuration, roaming, and device compatibility.
Managed complex billing disputes, payment troubleshooting, and refund cycles.
Authored internal troubleshooting guides reducing repetitive inquiries by 20%.
Analyzed customer feedback to drive improvements in service delivery and product usability.
Led initiatives to streamline ticket resolution processes, increasing team efficiency and response times.

Customer Service & Payment Specialist

Spare Parts Trade Company

01.2015 - 01.2022

Managed 40+ daily inquiries regarding international pricing, logistics, and shipping availability.
Streamlined warehouse-customer communication, reducing order-related escalations.
Managed invoicing and payment verification for cross-border transactions and B2B partnerships.
Analyzed payment discrepancies, implemented corrective actions to minimize future occurrences.
Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.

Customer Service Back Office Representative

IBM

Cairo

01.2010 - 01.2012

Processed European billing and account inquiries in KPI-driven environment.
Maintained 100% data accuracy and compliance with corporate standards.

Education

Bachelor of Science - Early Childhood & Preschool Education Specializati

WSM – Higher School of Management (Poland)

Poland

06-2008

Skills

Platforms: Zendesk, Slack, Google Workspace, CRM & Admin Panels
Expertise: Payment Processing Systems, Ticketing & Escalation Workflows, Remote Collaboration Tools
Customer support

Telecommunications
Problem resolution
Ticket support system management

LANGUAGES

Polish: Native

English: Professional Working Proficiency

Arabic: Basic

Italian: Basic

CORE COMPETENCIES

Support Operations: SaaS Support, Technical Troubleshooting (eSIM, iOS/Android), SLA Management.
Financial Care: Billing & Payment Disputes, Refund Processing, Voucher Validation.
Customer Excellence: First Response Resolution (FRR), Escalation Handling, Customer Retention.
Technical Proficiency: Zendesk, CRM Administration, Slack, Google Workspace, Process Optimization.

Timeline