Христина

Khrystyna Bolonna
Chernivtsi, Ukraine​
English: Intermediate (B1–B2, working proficiency)

Professional Summary
Customer Experience Specialist with hands-on experience in resolving complex client cases,
improving service processes, and driving measurable customer satisfaction. Increased NPS
from 91% to 95.8% through structured feedback analysis and process optimization. Skilled in
client interviews, data analysis, and team training. Experienced in working with
English-speaking clients and supporting data-driven decision-making. ​

Key Achievements
●​ Increased NPS from 91% to 95.8% through systematic feedback analysis and
service improvements
●​ Improved complaint resolution quality by identifying root causes and implementing
process changes
●​ Delivered internal training sessions that enhanced team performance in handling
complex client cases
●​ Contributed to service optimization through structured client interviews and data
analysis

Work Experience
Customer Service Manager​
BazisMed Medical Center, Chernivtsi​
July 2024 – Present

Responsibilities & Impact:

●​ Managed complex client communication, including sensitive and conflict cases,
restoring trust and loyalty
●​ Conducted client interviews to identify service gaps and improvement opportunities
●​ Analyzed customer feedback and NPS metrics to support data-driven decisions
●​ Increased NPS from 91% to 95.8% through process improvements
●​ Prepared monthly reports on complaints and their financial impact
 ●​ Identified root causes of service issues and proposed actionable improvements
●​ Delivered internal training on conflict resolution and effective client communication
●​ Used Google Sheets and Docs for data tracking, reporting, and analysis
●​ Communicated with English-speaking clients

Operations Manager​
Hospitality businesses (Coffee Records, Georgina, Pro Meat), Chernivtsi​
2020 – July 2024

Responsibilities & Impact:

●​ Coordinated daily operations and ensured smooth workflow execution
●​ Managed team performance and maintained high service standards
●​ Resolved customer issues and improved overall client experience
●​ Led recruitment, onboarding, and training of new employees
●​ Improved operational processes and service quality
●​ Contributed to sales growth through service optimization and team management

Skills
Customer Experience (CX) & Client Support • Conflict Resolution & Complaint Handling •
Customer Retention & Loyalty Recovery • Client Interviews & Feedback Analysis • Data
Analysis (Google Sheets / Excel) • Process Improvement & Optimization • Team Training &
Development • Operations & Team Coordination • Strong Communication Skills

Education
Incomplete Higher Medical Education​
BSMU

Service Management Course​
UCU Business School

Languages
Ukrainian — Native​
English — Intermediate (working proficiency)