Simon Matousek

With a proven ability to provide exceptional customer support and foster high satisfaction, I excel in addressing product and service inquiries, delivering industry insights, and efficiently managing daily tasks. My dedication to understanding and fulfilling the needs of our users, combined with strong communication and organizational skills, aligns seamlessly with the goal of ensuring excellent service standards and nurturing positive customer experiences.

Advanced Resolution Specialist, AT&T Global Network Services Ltd. (May 2020 – August 2020)

• Provided nesting support for two teams, handling escalations, inquiries, and complaints resulting in trouble tickets.
• Acted as a senior advisor, offering guidance and training to support staff.
• Excellently explained complex technical concepts to individuals with varying levels of technical expertise.
• Contributed significantly to process enhancement initiatives by providing valuable feedback to refine and optimize training materials, guides, and tutorials.

• Achieved "Agent of the Month" within one month of starting production (August 2019).
• Received the "Extraordinary Yearly Impact" award for the year 2019.
• Played a key role in implementing the Unified Technical Care initiative, yielding great results and overall project success.
• Guided customers through technical processes, troubleshooting, and problem-solving.
• Directly interacted with US customers to assist in resolving problems and managed customer orders and projects.
• Selected to be part of the pilot for the Advanced Resolution Team, handling advanced technical tickets and cases.

Bachelor of Computer Science (BcS) - Computing for Games at Falmouth University

(September 2020 – June 2023)

Graduated with Second Class Honours, Upper Division (2.1)

Notable accomplishments

• Further developed strong written and verbal communication skills.
• Gained Experience in project management and Agile methodologies.
• Was a core member in a 3rd-year team project, resulting in an award-winning game Abyssal Dread presented at the University’s 2023 Game Expo.