Contact information

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Work experience

Community Contact Center Officer

from 08.2025 to now (7 months)

Receive calls and act as the primary point of contact
between caller and ICRC.
Distinguish between calls that can be dealt with
directly and others that require routing to the
appropriate department.
Record the details of each contact with
callers/message senders and ensure that the
information received is classified into pre-determined
reference categories.
Ensure that callers receive a timely response to their
queries and forward exchanges with callers for
follow-up when necessary.
Compile, organize, analyze, and disaggregate data to
produce regular reports.
Implement requests from other departments for
surveys, outgoing calls, or verification of information.
Contribute to an effective internal communication
and information sharing.

AAP/CFM Assistant

from 05.2023 to 05.2025 (2 years)
International organisation for migration, Ужгород (Неприбуткові, благодійні та громадські організації)

Receive calls and messages from beneficiaries and
other calls related to IOM.
Handle calls in a timely and professional manner in
line with the CFM guidelines and SOPs.
Process cases (calls and messages) including
translating, logging, referring, tracking progress and
finally providing callers with responses when
necessary (from point of first contact to resolution).
Receive calls and messages from beneficiaries and
other affected populations and provide clear
information about IOM’s programming.
Manage sensitive complaints/feedback in line with
the AAP internal SOP and “do no harm principles”.
Follow up on complaints and queries with the
Programme and Finance teams.
Provide accessible and timely information on
organizational procedures, structures and processes
that may impact communities to support informed
decisions and engage communities in dialogue as
part of information provision (outgoing calls when
required).
Assist in the implementation of AAP activities in the
mission.

Education

University of Presov in Presov

Management, Slovakia, city Presov
Higher, from 2019 to 2022 (3 years)

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Здатність до навчання
• Ведення CRM
• Адаптивність
• Комунікабельність

Language proficiencies

• English — advanced
• Slovak — average

References

• Ханна Коваль

  Ханна Коваль

  National M&E Support Officer, International organisation for migration

  Contact details are hidden

• Річард Уолш

  Річард Уолш

  Monitoring and evaluation technical assistant, Norwegian Refugee Council

  Contact details are hidden