Customer Service Specialist | Incident Manager | ServiceNow Developer
Experienced customer service specialist with over 15 years in support, incident management, and system administration. Proficient in ITIL, ServiceNow, and a range of technical tools and systems. Bilingual in English and Swedish with a proven ability to train, lead, and collaborate effectively within diverse teams. Dedicated to delivering exceptional service and solving complex problems through process improvements.
Developed customized applications on the ServiceNow platform to meet customer needs. Enhanced workflows to improve system efficiency and user experience.
Created, customized, and maintained applications on the ServiceNow platform. Trained teams in best practices and effective use of ServiceNow features.
Managed and resolved incident reports within SLA timeframes. Conducted internal training on ServiceNow usage and updates. Documented system changes and improvements to meet business goals.
Coordinated system updates and tested features for quality control. Managed and resolved incident reports within SLA timeframes. Documented user feedback and implemented system improvements.
Delivered exceptional service in a sales-oriented, inbound customer support role. Handled customer inquiries, offered tailored solutions, and supported team training.
Led a team managing technical support and delivery issues for B2B customers. Improved customer satisfaction by streamlining support processes.
Includes micro-certificates in Virtual Agent, Flow Designer, Service Portal, Agile Management, and more.
Email: silvio@fumei.net
Phone: 0761 67 58 51
Website: www.fumei.net