Contact information

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Work experience

Customer Support Manager

from 01.2018 to 10.2019 (1 year 10 months)
Business Unicum, Kyiv (Public and business services)

Handle customers' concerns and requests received via Omni-channel support (emails, live chat, and calls) to ensure customer satisfaction;
Efficiently managing executors by safeguarding the delivery of the product and its basic instruction following;
Building sustainable relationships of trust with a customer through open and interactive communication;
Notate tickets thoroughly and properly in CRM. Keep support metrics in the sufficient range;
Make courtesy calls to clients as per company policy;
Achieving OKRs and KPIs set by Team-Leader;
Communicate all relevant details of work assignments to service technicians to ensure proper execution;
Co-operate with financial, technical and content departments on requests that require further investigation;
Work with a significant amount of information and be able to explain major points clearly;
Stay in high spirits all shift long;
Following and attaining objectives per personal development plan;
Bug-reporting and CRM optimization suggestions;
Full coverage of incoming workloads and customer maintenance;
Following communication procedures, guidelines and policies;
Cooperate over mutual projects with all team members;
Stay in high spirits all shift long;
Building the internal FAQ for future customer support team;
Performing additional tasks, solving different issues which might arise;
Provide customer support and address escalation issues via helpdesk;
Provide full-time email support;

Customer Support Manager

from 05.2016 to 07.2018 (2 years 3 months)
US Advert, Киев (Consulting, accounting and auditing)

1) Accept and dispatch maintenance requests;
2) Schedule service appointments with residents;
3) Handle emails, take inbound and place outbound calls;
4) Make courtesy calls to residents to reconfirm our scheduled appointments;
5) Handle customer concerns and requests for information in an expeditious and professional manner;
6) Maintain high compliance to dispatch standard operating procedures;
7) Communicate all relevant details of work assignments to service technicians to ensure proper execution;
8) Direct and monitor daily assignments;
9) Assign work and schedule technicians;
10) Update information on the computerized work order management software programs;
11) Interact and cooperate with clients and colleagues from the US office on the daily basis;
12) Plan daily routes and itineraries for technicians;
13) Providing customers with on-time and quality support via chat, phone, and email;
14) Working with orders: accepting inquiries, processing them, tracing their progress

Customer Support Representative

from 09.2011 to 05.2013 (1 year 9 months)
NATURE SUNSHINE PRODUCTS, Запорожье (Wellness)

1) Introduction customer support available, coordinating orders, entering all the necessary data in the database;
2) Provision of Advisory services offers the company's clients via phone, email to sales (150+ calls per day);
3) Increase prof qualification, taking part in sales training (online/offline);
4) Training new team members (meetings / conferences/trainings);
5) Provide customer support service (research, KYC);
6) Up-selling/cross-selling;
7) Working with rejections

Education

Kurchinina Academy

CGI / 3D Design & Poligraphy. Modelling Interior & Exterior (high-poly scenes), Запорожье
Higher, from 2012 to 2014 (2 years)

Zaporizhia National Technical University

Master of Science: Electromechanical engineering, Запорожье
Higher, from 2011 to 2016 (5 years)

High School Diploma: Zaporizhian collegium "ELINT"

Запорожье
Secondary, from 2007 to 2011 (4 years)

11 years of high school education with intensive and integrated Math program (from 9th form).

Additional education and certificates

BIONIC LEADERS SCHOOL

2014

UNIVERSITY ADVANCED ENGLISH COURSES

2007-2011, 5 лет

Knowledge and skills

• MS Excel
• MS Office
• MS Word
• MS PowerPoint
• CRM
• Zendesk
• Mathcad
• Fast typing
• Google
• Zoiper
• Adobe
• MS Project
• Google Search Console

Language proficiencies

• English — advanced
• Italian — average
• Ukrainian — fluent
• Spanish — beginner
• Arabic — beginner

Additional information

ADDITIONAL SKILLS AND EXPERIENCE:

1) Advanced knowledge of English (BrE/AmE);
2) Strong communication skills;
3) Previous experience in Customer Services (support, sales) – US/EU/AU/CA markets;
4) Stress resistance, ability to work in a high-loaded atmosphere;
5) Time-management skills;
6) Experience in handling instructions of the Director (CEO);
7) Experience with multitasking, able to work under pressure;
8) Attentive to details, accurate, responsible, able to accurately follow written or verbal instructions;
9) Sales experience;
10) Professional skills of 3D modelling & rendering – interior & exterior (high and low poly objects);
11) Sociable / respect the chain of command and business etiquette, clear speech, and diction;
13) Morning, day and night shifts acceptable;
14) Confident PC user / fast typing;
15) Highly organized and self-disciplined;
16) The initiative has a strong desire to work;
17) Not afraid of asking questions and share the ideas;
18) Able to understand clients' issues, questions and figure out the best fit solution;
19) Capable of working under pressure and handling clients with a negative attitude;
20) Effectively set up goals and achieve their implementation;
21) Fast learner and flexible for changes;
22) Systematize all things I meet on my way – can't stand disorganization, have got the ability to arrange “the chaos on the shelves”;
23) Use analysis and critical thinking (handling simultaneous procedures);