Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/17769078/

Work experience

Customer service manager

from 03.2024 to now (2 years 9 months)
Kingstanfrank Online Veterinary, Remote (Retail)

• Managed customer inquiries across multiple communication channels, including Intercom, Zendesk, Zoho, live chat, email, phone, and Slack, ensuring timely and professional responses.
• Resolved customer issues relating to orders, deliveries, payments, refunds, and product inquiries, ensuring effective problem resolution and customer satisfaction.
• Processed customer orders, maintained accurate customer records, and documented interactions in CRM systems to ensure data accuracy and efficient case management.
• Handled customer complaints with empathy and professionalism, delivering effective solutions while maintaining high customer satisfaction and service quality.
• Collaborated with cross-functional teams to streamline service delivery, resolve escalated issues, and improve overall customer experience.
• Proactively identified potential customer issues, anticipated service challenges, and implemented solutions to prevent escalations and improve operational efficiency.
• Managed multiple customer requests and competing priorities in fast-paced environments while maintaining clear communication, accuracy, and a customer-centric approach.

Customer support representative

from 01.2020 to 01.2024 (4 years)
MTN Communication, Remote (Telecommunications and networking)

• Delivered exceptional customer service by addressing customer needs promptly and ensuring a positive customer experience.
• Resolved customer complaints and service-related issues efficiently, maintaining high customer satisfaction levels.
• Managed customer inquiries regarding company products and services, providing accurate information and effective solutions.
• Strengthened customer loyalty and retention through proactive follow-up calls, relationship management, and consistent customer engagement.
• Proactively identified potential customer issues, anticipated challenges, and implemented effective solutions to prevent escalations and improve service delivery.
• Maintained a customer-focused approach while demonstrating initiative, problem-solving skills, and commitment to continuous improvement.

Customer support representative

from 05.2017 to 10.2019 (2 years 6 months)
Pristine Connections Group LLC, Remote (Transportation and logistics)

• Managed dispatch boards and coordinated load assignments, ensuring accurate scheduling and timely pickups and deliveries.
• Tracked driver locations in real time and provided updates to clients and internal teams.
• Provided drivers with navigation support and resolved on-road issues to minimize delays.
• Communicated with brokers and clients, maintaining clear and consistent updates throughout the dispatch process.
• Applied key logistics concepts, including detention, layover, and TONU, in load management and reporting.
• Handled inbound calls and emails, providing service information and resolving customer inquiries.
• Reviewed customer accounts, calculated charges, processed billing, and followed up on outstanding payments.
• Maintained accurate dispatch and customer records.
• Improved service delivery through cross-functional collaboration and process improvements.
• Consistently met deadlines while maintaining high levels of customer satisfaction and supporting customer retention.

Education

University of Lagos

Bachelor of Arts (BA), English Language, Kyiv
Higher, from 2013 to 2017 (4 years)

As an English Language graduate, I have strong communication and customer service skills developed through academic training and practical application which makes me a strong fit for teams seeking reliable and responsive customer support.

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Critical thinking
• Productivity
• Accuracy
• Effective communication
• Attentiveness
• Customer
• Attracting new customers
• Initiative
• Receiving and processing orders
• Conducting online chats
• Production management
• Уважність
• Адаптивність
• Чесність
• Здатність до навчання
• Ведення CRM
• Активний продаж
• Management of CRM

Language proficiencies

English — advanced

Additional information

I am available for remote work with flexible hours and able to start immediately. Fluent in English, with strong proficiency in CRM tools, Microsoft Office, and online communication platforms. I have a reliable internet connection and a structured work environment that supports productivity with the ability to work effectively both independently and as part of a team.