Contact information

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Work experience

Complaint Manager

from 11.2016 to 06.2018 (1 year 7 months)
Wentrum, Львов (Outsourcing company that works on foreign markets and provides high-quality service in different projects)

•Ensured a high level of customer satisfaction by decreasing Dispute rate from 5% to 0.7% within 4 month
• Investigated unresolved matters
•Produced weekly/monthly complaint statistics with the Customer Insight function in order to highlight areas for improvement
• Proposed improvement initiatives where necessary
• Prepared review of complaint results
•Analyzed and monitored variances in complaint statistics to ensure root
cause analysis can be identified and corrected
•Developed and implemented effective training processes which improved employees’ performance and customers’ satisfaction.
• Provided customer service team with feedback on monthly basis
• Maintained a friendly manner and calm, positive demeanour when
handling complaints

Education

Ivan Franko Lviv National Univesity

Philology faculty, Львов
Higher, from 2012 to 2018 (5 years 9 months)

Additional information

- Excellent troubleshooting and analytical skills, critical thinking
- Excellent time management skills
- Excellent verbal and writteт communication skills
- Ability to set high standards, by encouraging others to assume
responsibility and accountability for tasks
- Excellent case documentation and follow up skills

Software
Advanced knowledge of MS Excel
Advanced MS Word (styles, templates, version
control)

Languages
English -Fluent
Russian - Fluent
Ukrainian - Native