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You can get this candidate's contact information from https://www.work.ua/resumes/17300727/?puid=23951

Work experience

Customer support representative

from 08.2023 to 01.2026 (2 years 6 months)
American Company, Lviv (Transportation and logistics)

My Responsibilities:-
1. Handled customer inquiries via chat, email, and phone in a timely and professional manner
2. Resolved product/service issues by identifying customer needs and providing effective solutions
3. Maintained a high level of product knowledge to assist customers accurately
4. Managed high-volume interactions while maintaining quality service standards
5. Documented customer interactions and updated records in CRM systems
6. Collaborated with internal teams (operations, logistics, tech) to resolve complex issues
7. Processed orders, returns, refunds, and exchanges efficiently
8. Followed up with customers to ensure issue resolution and satisfaction
9. Adhered to company policies, SLAs, and quality benchmarks
10. Identified recurring issues and shared feedback to improve processes


My Achievements:-

1.Achieved 95%+ customer satisfaction (CSAT) score consistently
2. Resolved 100+ customer queries daily while maintaining quality standards
3. Reduced average response time by 20–30% through efficient handling
4. Recognized as Top Performer of the Month for service excellence
5. Improved customer retention by providing personalized support and follow-ups
6. Successfully handled escalations, turning negative experiences into positive outcomes
7. Maintained high first-contact resolution rate (FCR)
8. Trained and mentored new team members, improving team productivity
9. Contributed to process improvements that reduced repeat queries
10. Received positive customer feedback and high ratings on service platforms

Retention Manager

from 02.2022 to 02.2023 (1 year)
British Builders, Remote (Public and business services)

My Responsibilities:-

Managed client retention strategies for residential and commercial property maintenance services
Built and maintained long-term relationships with property owners, tenants, and business clients
Acted as the primary point of contact for client concerns, escalations, and service requests
Monitored customer satisfaction levels and implemented improvements to enhance service quality
Coordinated with maintenance, operations, and field teams to ensure timely issue resolution
Analyzed client feedback and service trends to reduce churn and improve retention rates
Developed customized service plans and renewal strategies based on client needs
Handled contract renewals, negotiations, and service upgrades
Ensured adherence to service-level agreements (SLAs) and company standards
Proactively engaged with at-risk clients to prevent cancellations


My Achievements :-

Increased client retention rate by 20–30% through proactive engagement and follow-ups
Reduced customer churn by identifying key pain points and implementing corrective actions
Successfully renewed 80%+ service contracts, boosting recurring revenue
Resolved high-priority client escalations, improving overall customer satisfaction scores
Introduced customer feedback system, leading to improved service delivery
Strengthened relationships with high-value clients, resulting in repeat business and referrals
Improved response and resolution time by coordinating efficiently with operations teams
Recognized for maintaining strong client relationships and service consistency
Played a key role in expanding client portfolio through upselling maintenance packages
Enhanced customer experience by streamlining communication and support processes

Knowledge and skills

• Client Retention & Engagement
• Customer Relationship Management
• Customer Support & Service Excellence
• Active Listening & Empathy
• Conflict Resolution
• Problem-Solving & Decision Making
• Upselling & Cross-Selling
• Churn Analysis & Reduction
• Contract Renewal & Negotiation
• Customer Retention Strategies
• Responsibility
• Task management
• Data management
• Deadline management

Language proficiencies

• English — advanced
• Hindi — fluent
• Ukrainian — beginner

Additional information

Managed end-to-end communication with clients and candidates, ensuring smooth onboarding and issue resolution
Handled sensitive customer and employee concerns with professionalism and confidentiality
Coordinated with cross-functional teams to resolve operational and service-related issues
Delivered consistent high-quality support in a fast-paced, target-driven environment