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Work experience

Customer Support/ Ongoing Manager

from 06.2023 to 03.2026 (2 years 10 months)
Wow24-7, Remote (Telecommunications and networking)

Key achievement: Introduced changes to the client on-boarding process that increased the client satisfaction score by 15%.

1. Helped coordinate a pilot program for remote customer service, achieving a 85% satisfaction rate and setting the foundation for company-wide remote work policies.
2. Responded to all types of customer inquiries growing customer loyalty and maintaining the highest level of customer support.
3. CRM-savvy: Salesforce, Zendesk and HubSpot
4. Contributed to the implementation of an AI-powered customer service platform, resulting in a 40% reduction in response times and a 95% customer satisfaction rate across all digital channels.
5. Collaborated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months.
6. Collaborated with IT to deploy a new ticketing system, improving issue tracking and resolution speed by 20%.
7. Designed and conducted training sessions for customers (individual and teams), receiving 96% positive feedback.
8. Designed a personalized customer loyalty program, resulting in a 20% increase in repeat purchases and a 10% boost in customer lifetime value.
9. Mentored and trained a team of 4 junior agents, achieving a 20% increase in first-call resolution rates and a 10% reduction in escalation cases.

Customer support specialist

from 11.2021 to 06.2023 (1 year 8 months)
GotYourBackSupport, Remote (IT)

1. Collaborated with internal teams to implement adequate support to clients, reducing average handling time by 30%
2. Responded to over 5,000 customer inquiries via phone, email, and chat monthly, resolved 75% of issues on first contact with excellent communication and analytical thinking
3. Exceeded average response speed by 10% through effective time management
4. Made use of remote desktop tools like Anydesk, Team-viewer, Ultra-viewer to help setup products and resolve customer issues directly.
5. Helped resolve a recurring product complaint by analyzing reports and identifying a major process bottleneck, which led to a 70% reduction in tickets for this specific issue.
6. Boosted new customer NPS scores by 10%. 7. Maintained a customer retention rate 40% above the company average.

Customer service representative

from 01.2020 to 01.2021 (1 year)
STARCALL, Remote (Telecommunications and networking)

1. Assisted customers by answering their questions when they would call in to inquire about services covered by their insurance plan.
2. Direct phone based customer interaction to answer and resolve wide variety of inquiries, questions related to benefits and assistance.
3. Managed a wide variety of inquiries of customer service and administrative tasks to resolved customer issues quickly and effectively.
4. Sent emails and chats to customers-- answering inquiries and reminding them of renewal or expiration of packages.
5. Created tickets for the sales team with all details about prospective customer for insurance upgrade and renewal sales.
6. Managed a wide variety of inquiries of customer service and administrative tasks to resolved customer issues quickly and effectively.

Education

Ukrainian-American Concordia University

Business Adminstration, Kyiv
Higher, from 2018 to 2022 (4 years)

Knowledge and skills

• CRM
• Email client
• SMS-marketing
• MS Word
• MS Office
• Cold sales
• Business communication
• Client relationship
• Attracting new customers
• Customer retention
• Google Meet
• Google Chrome User
• Google Docs
• Scheduling
• Time management
• Organizational skills
• Attentiveness
• Zendesk
• Ability to work in multitasking mode
• High working capacity
• Empathic
• Patience
• HubSpot
• Google Workspace
• Conducting negotiations
• Contract preparation
• Inbound sales
• Active listening
• Effective communication
• Rapport Building
• Conflict resolution
• B2B Sales
• Knowledge of sales techniques
• Sales technology
• Discipline

Language proficiencies

English — fluent