Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20286546/

Work experience

Менеджер з продажу

from 01.2023 to 04.2026 (3 years 4 months)
Mgm, Львів (Фінанси, банки, страхування)

Processed incoming inquiries via ticketing systems, live chat, and email in English and Ukrainian.

Resolved customer issues efficiently and handled conflict resolution in accordance with company service standards.

Worked as a Team Leader for 1 year, supporting and coordinating the customer support team, monitoring performance, and assisting agents with complex cases.

Provided daily guidance, coaching, and feedback to team members to improve service quality, productivity, and customer satisfaction.

Monitored team performance metrics, identified areas for improvement, and helped implement processes to achieve support KPIs.

Handled escalations and acted as a point of contact for complex customer issues, ensuring timely and effective resolution.

Analyzed customer feedback and escalated key product suggestions to engineering and product teams.

Created and updated internal response templates, documentation, and knowledge base (FAQ) articles.

Maintained high customer satisfaction and quality ratings (CSAT/NPS > 95%).

Reduced average First Response Time (FRT) by 20% through optimizing quick response templates.

Successfully handled complex English-speaking support tickets while maintaining consistently high customer satisfaction scores.

Education

ЛНУ

Прикладна лінгвістика, Львів
Higher, from 2021 to 2025 (4 years)

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Працьовитість
• Стресостійкість
• Комунікабельність
• Здатність до навчання
• Онлайн-викладання
• Проведення індивідуальних занять
• Доброзичливість
• Впевненість
• Google Meet
• Адаптивність

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Polish — average