Contact information

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Work experience

Training and Learning Specialist

from 07.2018 to now (5 years 10 months)
Nestle Lviv Business Center, Львів (Food industry)

Quality of Service Manager

from 08.2016 to 07.2018 (1 year 11 months)
Wentrum, Львів (IT)

•Writing QR reports
•Evaluating Quality Assurance (QA) Standards
•Conducting QA trainings
•Promoting Quality Improvement
•Supervising customer care agents
•Gather usability feedback from customers
•Conducting Interviews

Customer Support Agent

from 08.2015 to 08.2016 (1 year)
Wentrum, Lviv (IT)

•Support and provide superior service via phones, e-mails, chats;
•Handle and resolve customer complaints;
•Process escalate priority isssues;
•Deliver prepared sales scripts to persuade potential customers to purchase a service (no cold calling)

Private teacher of English

from 02.2015 to now (9 years 3 months)
Private Teacher of English, Lviv (Education and science)

•Give private lessons of English to people of the age of 8-22;
•Preparing pupils for external examinations ;
•Tailoring English teaching methods to suit the needs of individual students;

Customer Support Agent

from 11.2014 to 02.2015 (3 months)
Zoom Support, Lviv (IT)

•Provide technical support and world-class customer service via the phone;
•Attracts potential customers by answering product and service questions;
•Offer company's service and persuade potential suctomers to purchaise it;
•Handle and resolve customer complaints;
•Identify and assess customer's needs to achieve satisfaction;
•Provide accurate, valid and complete information by using the right methods/tools;
•Follow communication procedures, guidelines and policies.

Education

Lviv Politechnic National University

Master's degree in applied linguistics, Львов
Higher, from 2015 to 2016 (1 year 3 months)

Lviv Politechnic National University

Bachelor's degree in philology, Lviv
Unfinished higher, from 2011 to 2015 (3 years 9 months)

Knowledge and skills

Language proficiencies

• English — advanced
• Ukrainian — fluent
• German — average
• Russian — average
• Polish — beginner

Additional information

LANGUAGES
· English (C1)
· Ukrainian (native speaker)
· German (B1)
· Russian (B2)
· Polish (A1)
SOFTWARE
· MS office package
· Mac OS

INTERESTS
· Languages, traveling, reading, music.
SKILLS
Communication skills, ability to work in a team, planning/organizing skills, creative thinking skills; organizational skills.