Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10053458/

Work experience

Customer support manager

from 11.2022 to 12.2023 (1 year 2 months)
Delivery-Auto, Remote (Transportation and logistics)

Lead a team of 10-50 agents, conduct monthly performance reviews, and reduce turnover by 15-30%.

Boost CSAT scores by 15-30% and reduce average response times by 40-60%.

Review 50-100 tickets weekly to maintain 95%+ customer satisfaction.

Resolve 10-20 escalations per month within 24-48 hours.

Generate weekly and monthly performance reports for leadership.

Oversee support tools, achieving 100% adoption and reducing manual tasks by 20-40%.

Create and refine SOPs, improving efficiency by 30-50%.

Manage 2-5 crises annually with quick recovery plans.

Work with other teams on 5-10 improvement projects annually.

Recruit and onboard 10-20 new agents per year.

Call center operator

from 02.2022 to 03.2023 (1 year 2 months)
Trucking 42, usa (Transportation and logistics)

proficiency in logistics and dispatch operations

Call center operator

from 06.2014 to 10.2014 (5 months)
Allied Health Group, Other countries (Medicine, pharmacy)

prospecting and arranging meetings

Education

Taras Shevchenko National University of Kyiv

Office technology management, Kyiv
Higher, from 2017 to 2019 (2 years)

Knowledge and skills

• Conducting online chats
• MS Office
• MS Word
• Computer literacy
• PC User
• Personnel management
• HTML
• Communicability
• Educability
• Concentration
• Graphic design
• Knowledge of graphic editors
• Print design
• Adobe Photoshop
• Interior design
• 2D graphics
• Clothing design
• Creativity
• Active sales
• Direct sales
• Ability to work in multitasking mode
• Management of CRM
• B2B Sales
• Purposefulness
• Technical literacy
• Selling
• Technical
• Time management
• Responsibility
• Excellent communication skills
• Goal-oriented
• Business communication
• Phone sales
• Email Marketing
• Sale of household appliances and electronics
• Indirect sales
• Cold sales
• Logistics Software: SAP
• Oracle
• TMS
• Freightos Data Analysis T

Language proficiencies

English — advanced

Additional information

Telegram: Mu_aw7399