Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/5770899

Work experience

Order Manager

from 09.2021 to now (2 years 7 months)
Livingston Research, Київ (Education and science)

-Management of teams that will perform work for clients
-Order lifecycle monitoring: from the moment the customer writes to us for the first time and to the moment he receives the same order
-Providing instructions and guidelines for improving the work process
-Manual distribution of problematic orders among freelancers
-Resolving various writers’ concerns starting via system messages, email, Skype, and phone calls.

Customer Support Team Leader

from 03.2021 to 07.2021 (4 months)
Livingston Research, Київ (Education and science)

- monitoring the KPIs of the team, the quality of service, and the correctness of responses to customers;
- conducting mentoring sessions to the newly hired customer support agents
- creating a healthy climate in the team and increasing productivity;
- managing the support team and providing assistance to resolve complicated cases on the shift;
- creating a work schedule for the support team (~120 team members)

Customer Support Representative

from 02.2020 to 08.2021 (1 year 6 months)
Livingston Research, Київ (Education and science)

- Communicating with customers through various channels
- Processing orders, forms, applications, and requests
- Delivering superior Customer Service while managing multiple chat sessions simultaneously
- Investigating customer’s problems and finding solutions to resolve issues

Education

КНУ ім. Тараса Шевченка

Інститут філології, переклад з англійської та іспанської мов, Київ
Unfinished higher, from 2018 to 2022 (4 years)

Knowledge and skills

Language proficiencies

• English — advanced
• Spanish — average
• Ukrainian — fluent
• Russian — fluent