Mарія

MARIA About Me

Customer Care Agent with a background in

CHERVIAK retail and online support. Strong
communication skills, calm under pressure,
and a proven ability to find win-win solutions
Contact that satisfy both customers and the company.

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Education
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BA in Secondary education
merilend_10
English, Japanese and foreign literature

2019 – 2023

Skills Kyiv National Pedagogical
University
Problem Solving
Creativity
Leadership Work Experience
Communication
Responsibility Trionika (Wentrum)
Attention to details 2022-2026
Customer Care Agent
Good at multiple-tasking Resolved client inquiries promptly and
accurately, ensuring a positive customer
experience
Linguistic skills Communicated with clients across multiple
channels, including phone, email, live chat,
and CRM system
Ukrainian - Native Recommended products and encouraged
purchases, contributing to sales growth
Russian - Proficiency Reduced refunds and chargebacks by
English – Upper intermediate addressing customer concerns proactively
and offering suitable solutions
Documented all interactions and updated
Computer-literate customer records in the CRM.

Confident MS Office user (Word, Silpo
Excel, PowerPoint), Tawk.to, Zendesk, 2020 – 2021
Intercom, Zoiper, Google Sheets, Jira, Cashier/Shop Assistant
Confluence. Processed customer purchases at the point of
sale accurately and efficiently.
Trainings and course Provided friendly, professional customer service
and resolved questions or complaints at the
checkout.
Course: “Business Analystin IT” from Assisted customers in locating products and
Genius.Space. offered recommendations.
Helped receive deliveries and unpack and sort
Trainings: "Conflict Transformation", goods.
"Business Communication", "Outstanding Worked effectively as part of a team, including
during peak hours, to keep queues short.
Customer Service", "Stress Killers".