Bertold Mwinuka

• Designed and delivered customized lesson plans focused on grammar, speaking, business English, and exam preparation, leading to measurable improvements in fluency and confidence.
• Continued tutoring after relocating to Poland, teaching English to international learners through private sessions and freelance opportunities obtained via Facebook and online advertisements.
• Developed strong communication, cross-cultural teaching, and problem-solving skills by working with international learners in both in-person and online settings.
• Integrated technology tools to support language learning activities.

Proven track record of delivering exceptional customer service through active listening and efficient issue resolution. Adept at exceeding key performance indicators (KPIs) and receiving recognition for outstanding performance. Accomplishments

• Engage in training and mentorship programs, sharing knowledge and expertise to support the development of colleagues' customer support skills.
• Possess strong communication skills, problem-solving abilities, and product knowledge.
• Utilize active listening and empathy to ensure a customer service-oriented approach. Collaborate with cross-functional teams to provide comprehensive support

• Contributed to a 3–4 week humanitarian project in partnership with Fundacja Daj Herbatę, a non-profit organization dedicated to supporting homeless individuals.
• Assisted in food distribution, community support, and outreach activities, ensuring the well-being and dignity of vulnerable groups.
• Collaborated with international peers to deliver practical aid and foster dialogue, demonstrating the power of cross-cultural cooperation and community engagement in addressing homelessness.

Successfully improving customer satisfaction ratings, handling complex customer inquiries, supervising and mentoring a team, monitoring and improving performance, implementing process enhancements, and developing training programs to ensure high-quality service and operational efficiency.