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You can get this candidate's contact information from https://www.work.ua/resumes/10421201/

Work experience

Support manager

from 04.2024 to 12.2024 (8 months)
Simply Contact, Дистанційно (Телекомунікації, зв'язок)

- customer support manager in English (C1), taking inbound calls (60%), leading a conversation through chats and email (40%)
- customer service to airline customers
- multitasking and problem solving skills
- completion of time sensitive tasks
- working with a specific set of rules and regulations, following contractor’s policies
- time management
- advising and guiding customers(paxes) for smoother experience
- operated CRM, Zendesk, Microsoft Teams, Excel, Slack, various knowledge bases, did my own research, communicated effectively with team members, team leaders, senior managers, IT department and other office staff in order to achieve the best results possible using available resources

- achieved one of the best marks and feedback on the calls with customers from senior management time over time.
- proved to be an efficient problem solver and received bonuses
- took additional CS training to upgrade the skills
- took every chance to absorb new information

Took part in couple of projects of the company:

- second project was in FinTech area (open banking, managing downtimes and ensuring customer and TPP’s satisfaction with the services)

- Responsibilities and proactive behaviors were the same except there were 2 types of communication, B2B (with the banks), and B2C (with the clients or that particular service) all executed by me

- Completely remote, chats (35%), emails (65%) - all maintained in Zendesk (external), Slack (internal).

- the role demanded focus and proactive behaviors such as constant communication with other team members, QA’s and meetings on new processes etc.

Call Center Representative

from 05.2023 to 08.2023 (3 months)
Ontario Smart Energy, Toronto (Енергетика)

My main responsibility was booking meetings between specialists and existing customers who have made applications. - A quick follow up with real applications. My task was to identify the client's needs by asking questions and booking a consultation.

Торговий представник

from 10.2022 to 12.2022 (2 months)
Aventas, Toronto (Телекомунікації, зв'язок)

Independent Sales Representative for the biggest internet company in all of Ontario.
Upselling on services or products and assistance with choosing the right internet provider.

Customer service representative

from 06.2022 to 09.2022 (3 months)
CN Tower, Toronto (Шоу-бізнес, мистецтво, культура)

Helping guests purchase tickets, consulting and assisting with service selection, efficient execution of time-sensitive activities, customer service with a positive demeanor, reporting to senior management and a constant focus on creating a positive customer experience for everyone.

Education

37 школа, 69 школа, ЛЛГ

Графічний дизайн, Львів
Secondary, from 2010 to 2021 (11 years)

Середня освіта та після фокусувалась на розвитку власного бренду аксесуарів. Я обрала інший шлях навчання, бо традиційна система освіти не відповідала моїм цілям.
Я навчалася самостійно і зосередилася на практичних навичках у своїй сфері, є інтернаціональний досвід у продажах & customer support.

Additional education and certificates

Zendesk training

2 weeks
Certificate

Coursera, financial markets

3 місяці

SMM курс (невеликий, але вкладу тому що я постійно чимось новим цікавлюсь)

1 місяць

Knowledge and skills

• Application of artificial intelligence
• Innovative
• Critical thinking
• Awareness
• Аналітичне мислення
• Емоційний інтелект
• Тайм-менеджмент
• Управління проєктами
• Лідерство
• MS Excel
• Ведення звітності
• Стресостійкість
• Привітність
• Ведення CRM
• Здатність до навчання
• Комунікабельність
• Уважність
• Швидкий набір тексту
• Ведення онлайн-чатів
• Уміння працювати в режимі багатозадачності
• Slack
• Zendesk
• Користувач Salesforce

Language proficiencies

• English — fluent
• Ukrainian — fluent

Additional information

What I bring:
1. C1 oral and written English, Communication skills, hyper awareness of different dynamics;
2. Experience in various environments, ability to adapt; desire for knowledge; looking to find mentors and use and acquire skills to uplift people/team to increase efficiency. Could mix with solving customer/client issues
3. Willing to oversee in person,
Areas of interest: any and every opportunity

My non-negotiables are:
1. Compensation $700 and above
2. Internal career growth/ opportunity to grow within your structure / constant growth
3. Any schedule but preferably Flexible, only day shifts, long term employment offer.

Чекаю на імейл. Або повідомлення тут на work.ua. Телефонні дзвінки без попередньої домовленості не приймаю.