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Work experience

Customer service specialist

from 11.2024 to now (9 months)
Alps2Alps, Дистанційно (Туризм)

Seasonal work until April.
• Responding to customer inquiries through phone, email, or chat.
• Identifying customer needs and providing relevant, helpful information.
• Ensuring customer satisfaction with products, services, and features.
• Resolving customer complaints efficiently and effectively.
• Collaborating with colleagues to address customer concerns as needed.
• Processing customer orders, forms, and other requests.
• Maintaining comprehensive knowledge of company products to answer customer inquiries.

Customer service manager

from 07.2024 to 10.2024 (3 months)
Force Groupe, Київ (Маркетинг, реклама, PR)

• Consulting existing and potential clients (legal entities and individuals) on existing issues, receiving requests;
• Calculating the cost of sent requests, in some cases (when appropriate)
- preparing commercial offers;
• Agreeing with clients the cost of services;
• Accepting orders and transferring them to the production department;
• Monitoring the timely fulfillment of orders;
• Sending finished orders to clients;
• Issuing invoices, signing and sending acts and other documents
to clients;
• Monitoring client receivables and communicating with clients to
resolve overdue debt issues if any;
• Maintaining clients and their orders in CRM and accounting systems;
• Regular communication with contact persons of assigned clients in order to identify needs, receive feedback on the quality of the company's work and increase customer loyalty;
• Maintaining up-to-date profiles of assigned key clients and coordinating the implementation of relationship development plans by responsible persons specified in the plan;
• Making phone calls to existing clients, upselling, increasing the average check and participating in meetings with clients;

Travel Manager

from 07.2023 to 03.2024 (8 months)
Booking Health, Київ (Медицина, охорона здоров'я, аптеки)

• Acting as the main point of contact for medical travelers, assisting them with all aspects of their trip including visa requirements, medical appointments and travel arrangements
• Handling all aspects of travel logistics such as booking airline tickets, lodging and ground transportation and ensured patients and their travel companions had a comfortable and carefree travel experience
• Ensuring patient safety during the trip by providing information about the destination, local regulations and emergency contact information
• Maintaining and organizing patients' medical records after completion of medical program.

Inside Sales Manager

from 08.2021 to 06.2023 (1 year 10 months)
TBO, Київ (Туризм)

•Search for new agents and their involvement in TBO
•On-demand agent billing, payment and allocation tracking
•Support in preparation for Exhibition whenever it's needed
•Assistance in organizing local events
•Translation of the system and products, preparation of manuals
•Planning Marketing calendar along with sales team
•Communication with agents based on data from Power Bi
•Communication with colleagues from other departments on various requests
•Conducting training for new colleagues/agents on how to work with the system
•Translation of the system and products, preparation of manuals
•Analysis of BI Power reports.

Consultant

from 02.2021 to 06.2021 (4 months)
Pure Escapes, Дистанційно (Туризм)

• Providing excellent customer service to all travel partners on behalf of their clients
• Assisting travel partners in a branded, friendly, proactive and efficient manner with appropriate follow-up when necessary
• Maintaining positive and professional relationships with all suppliers and vendors
• Supporting operational partners and vendors, providing daily updates to managers and customers
• Supporting the marketing and sales department with administrative tasks
• Providing pre-arrival support to clients and travel partners
• Facilitating correspondence with resorts and travel partners
• Working collaboratively with the sales and reservations department.

Support Agent

from 11.2019 to 03.2020 (4 months)
Freightender, Київ (IT)

• Managing communication with customers and carriers about bugs, issues, and questions concerning system use
• Taking part in customer training
• Working to improve support functions.

Customer Service Specialist

from 05.2014 to 12.2018 (4 years 7 months)
Evonik, Київ (Сільське господарство, агробізнес)

•Customer service: customer relations, acceptance, placement and control of orders, payment and control of document flow
•Negotiating prices and contracts with customers
•Close cooperation with internal departments (customer service department (Germany), logistics department, etc.)
•Processing customer inquiries, tracking contracts
•Coordination of goods logistics: tracking trucks, confirming loading dates, checking documents and quality certificates
•Compliance with import regulations
•Supporting product registration procedures
•Performing other related duties as required
•Collaboration with internal key account teams.

Warehouse Manager

from 06.2011 to 05.2014 (2 years 11 months)
Henkel, Київ (Хімічна промисловість, фармацевтика)

•SAP system maintenance (inbound): control of complete material master data, verification of purchase orders upon receipt of goods, booking of orders in the system (regular products)
•Monthly write-off of materials by requests from the marketing and sales departments.
•Planning, coordination and control of co-packing and production processes (promotions, gift sets)
•Regular monitoring and analysis of warehouse and transportation costs
•Providing short-term and long-term measures to minimize/optimize warehouse and transportation costs.

Customer Service Manager

from 09.2010 to 04.2011 (7 months)
Henkel, Київ (Хімічна промисловість, фармацевтика)

•Processing orders
•Tracking delivery schedule and participation in its formation
•Analysis of the service level and percentage of non-performed orders (missed sales)
• Organization and tracking the flow of documents related to the supply and tax invoices, managing customer complaints).

Customer Care Specialist

from 09.2009 to 09.2010 (1 year)
Kaercher, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

•Work with customer orders to ensure maximum demand
•Processing orders in the SAP system received by e-mail, phone or fax
•Creating the necessary documents for deliveries
•Formation of the order, terms and conditions of the supplier's logistics services for picking, loading and transportation.

Sales Manager Assistant

from 01.2009 to 09.2009 (8 months)
Kaercher, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

•Support in organizing the work of the department (booking hotels and tickets)
•Translation of technical information from/into English
•Preparation of presentations (special offers) for new clients
•Support in attracting new customers
•Calculation of the recommended price for the distribution network and dealers
•Conducting master classes on the client's territory (product presentation)
•Direct sales in the store (work with the cash register)
•Advising clients with all the necessary information about the product.

Floor Manager Assistant

from 03.2007 to 07.2008 (1 year 4 months)
Metro Cash & Carry, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

•Providing all types of administrative support:
•Preparation of necessary information for Floor Managers, Store Manager regarding prices, volumes, orders, stock
•Realization of the “Delivery project” for key clients: “Radisson” & “Hyatt” (collection of ordered items, control of the delivery process, constant communication with the client),
•preparation of presentations,
•Support of store check.
•Training coordinator in the store (4 months)
•Conducting training for new employees
•Support for the Mystery Shopper project.

Education

Izmail State Humanitarian University

Teacher of English and German, Ізмаїл
Higher, from 2000 to 2006 (6 years)

Knowledge and skills

• Ініціативність
• Комунікабельність
• Ведення CRM
• Робота із запереченнями

Language proficiencies

• English — advanced
• German — beginner
• Ukrainian — fluent

Additional information

Strong self-awareness and commitment to personal growth and improvement.
Highly self-motivated, with a proven ability to independently drive projects to completion.
Good communicator with a track record of working effectively in teams to achieve shared goals.
Flexible and adaptable, thriving in dynamic and fast-paced work environments.
Skilled in resolving conflicts and fostering collaboration to maintain a positive team dynamic.