Юлія

Resume
Personal information:
Name: Yuliia Andriienko
Address: 3-54 Glybotska str., Boryspil, Ukraine
Date of birth: 23 March 1998
Phone: [open contact info](look above in the "contact info" section).
E-mail: [open contact info](look above in the "contact info" section)

Education:
2017 - 2021 Philologist. English language and literature, Institute of philology, Borys Grinchenko Kyiv University (part-time form)
2013 - 2017 Elementary school teacher, Borys Grinchenko Kyiv University college

Professional Summary
Driven and customer-focused professional with over 5 years of experience in fast-paced service environments, specializing in car rental and education sectors. Known for delivering world-class support, solving complex customer issues swiftly, and increasing customer satisfaction and loyalty. Skilled at managing high volumes of inquiries while maintaining attention to detail and empathy. Adept at working collaboratively across departments to ensure seamless service and operational excellence.
Success Story & Key Achievements
• Transformed customer experience at Hertz by proactively identifying client needs and offering tailored ancillary services, boosting customer satisfaction scores by 15% and increasing ancillary sales revenue.
• Streamlined rental and return processes by meticulously managing documentation and liaising with service stations and insurance companies, resulting in a 20% reduction in client complaints and faster issue resolution.
• Resolved complex customer disputes and concerns professionally, using advanced communication and problem-solving skills to turn challenging situations into positive outcomes, earning recognition from management for outstanding client relations.
• Supported team and management operations, handling scheduling, order processing, and coordination of events, which enhanced overall office efficiency and workflow.
• Leveraged English language skills (B2 level) to effectively communicate with international clients and partners, ensuring clarity and customer trust in a multicultural environment.
Core Skills
• Customer Relationship Management (CRM)
• Conflict Resolution & Problem Solving
• Effective Communication & Negotiation
• Sales & Upselling Techniques
• Administrative Support & Coordination
• Fluent English (B2 Level)
• Time Management & Multitasking

Professional Experience
Customer Service Representative
Hertz Car Rental | August 2018 – Present
• Delivered high-quality support in a dynamic, fast-paced environment, ensuring rental procedures adhered to company policies while exceeding client expectations.
• Coordinated with service stations and insurance companies to resolve vehicle and contract issues efficiently.
• Maintained positive client relations through personalized communication and active listening.

English Tutor
Goodline Language Courses | 2016 – 2017
• Designed engaging lesson plans and provided personalized tutoring to children aged 6–17.
• Fostered a supportive learning environment, maintaining regular communication with parents to track progress and address concerns.

Personal qualities: leadership, energy, optimism, confidence, sociability,
focus on results, purposefulness, ability to negotiate and persuade, presentable appearance.