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Work experience

Quality assurance analyst

from 08.2023 to now (3 years)
Quantum AI, Remote (Finance, banking, and insurance)

Evaluated and monitored customer interaction quality to ensure compliance with company standards and regulatory requirements.

• Identified process gaps and provided actionable feedback to improve agent performance and conversion rates.

• Conducted detailed call audits, maintaining high accuracy in quality assessments and reporting.

• Contributed to improved customer experience by tracking key quality metrics and recommending process enhancements.

• Assisted in reducing compliance risks by identifying and escalating critical issues promptly.

• Generated quality reports and performance insights to support management decision-making.

• Collaborated with operations and training teams to improve call handling, objection management, and sales effectiveness.

• Maintained consistent quality monitoring across AI-assisted and agent-handled customer interactions.

• Improved tracking efficiency by categorizing disconnected calls separately from rejections for more accurate reporting.

• Supported continuous improvement initiatives through trend analysis and quality score evaluations.

Customer support representative

from 05.2019 to 08.2020 (1 year 4 months)
M D group, Kyiv (Medicine, pharmacy)

Consistently achieved and exceeded monthly sales targets through effective client acquisition and relationship management.
* Generated new business by identifying customer needs and recommending suitable insurance solutions.
* Maintained a high policy conversion rate through strong communication and consultative selling skills.
* Built and managed a portfolio of clients, ensuring high customer satisfaction and policy retention.
* Educated customers on insurance products, benefits, and financial planning strategies.
* Conducted regular follow-ups with prospects, contributing to increased policy issuance and renewals.
* Developed strong referral networks that helped expand the customer base and generate repeat business.
* Recognized for excellent customer service and ability to resolve client concerns effectively.
* Collaborated with cross-functional teams to ensure smooth policy processing and customer onboarding.
* Demonstrated strong performance in achieving revenue growth and business development objectives.

Education

Taras Shevchenko national medical university of kyiv

Kyiv
Secondary, from 2017 to 2023 (6 years)

MD in General medicine

Knowledge and skills

• MS Excel
• CRM
• Google Docs
• GDS
• Voip
• Data management
• Initiative
• Slack
• Analyst
• High working capacity
• Communicability
• Goodwill
• Honesty
• Conflict-free
• Adaptability
• Active sales
• Educability
• Attentiveness
• Management of CRM
• Handling objections

Language proficiencies

English — fluent