Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/6466676/

Work experience

Customer service manager

from 06.2023 to 06.2025 (2 years)
United Porte, Дистанційно (Будівництво, архітектура, дизайн інтер'єру)

• Delivered responsive, multi-channel support via calls, live chat, email, and messages to customers across major e-commerce platforms, including Amazon, Wayfair, Home Depot, and Walmart.
• Resolved a wide range of issues related to orders, shipping, product availability, and returns, ensuring high levels of customer satisfaction.
• Acted as a liaison between customers and internal departments such as logistics and fulfillment to ensure accurate and timely deliveries.
• Utilized CRM and ticketing systems to document interactions, track issue resolution, and identify recurring trends.
• Supported the continuous improvement of support processes by contributing feedback and helping develop internal documentation.
• Maintained a calm, empathetic, and solutions-oriented approach in high-volume support environments.

Graphic design, Project Management, Content Management

from 11.2017 to now (7 years 9 months)
Volobuieva Co., Інші країни (Дизайн)

• Developed branding strategies for clients and designed accompanying visual assets to align with their brand identity.
• Served as Creative Director, leading niche market research, overseeing design development, and collaborating with developers to establish a cohesive digital identity for clients.
• Managed social media presence and executed targeted marketing campaigns to drive engagement and brand awareness.
• Led complex, cross-functional projects, coordinating efforts between IT, SEO, and design teams to ensure alignment, clarity of requirements, and effective collaboration.
• Created and managed publishing materials for both digital and print platforms.
• Provided UX consulting to clients, offering actionable recommendations to enhance user experience and website performance.

My portfolio: https://www.behance.net/OlenaVolobuieva

Reputation Manager & Customer Support Team Lead

from 06.2016 to 11.2017 (1 year 5 months)
Productech, Інші країни (Роздрібна торгівля)

• Provided daily guidance and communication to ensure customer service inquiries (calls and emails) were handled promptly, efficiently, and with expert knowledge.
• Continuously evaluated and optimized operational processes and procedures to improve service quality and efficiency.
• Delivered regular performance feedback and coaching, using statistical insights to support employee growth and accountability.
• Ensured team members received appropriate training and access to resources necessary for success in their roles.
• Fostered a high-performance, positive work environment to motivate and engage team members.
• Managed performance and disciplinary issues in accordance with company policies and standards.
• Established and refined workflows that aligned with organizational strategies and departmental objectives.
• Collaborated cross-functionally with departments such as marketing, business development, and IT to support company-wide initiatives.
• Successfully managed a team of 13 employees, driving team alignment, cohesion, and consistent performance.

Brand Representative

from 11.2012 to 03.2016 (3 years 4 months)
Chanel, Інші країни (Роздрібна торгівля)

• Delivered world-class customer service by building strong relationships, prioritizing customer needs, offering tailored product recommendations, and communicating in-store promotions.
• Maintained sales floor standards and upheld brand presentation to ensure a visually appealing and cohesive customer experience.
• Managed sales and stock merchandising, including calculating inventory needs and placing product replenishment orders.
• Supported store marketing efforts and contributed to the creation and execution of impactful visual displays.
• Maintained in-depth knowledge of daily sales plans and conversion targets to drive performance and help the team meet or exceed store goals.

Education

ZIEIT

Business management, Запоріжжя
Higher, from 2005 to 2010 (4 years 4 months)

Additional education and certificates

Web development

6 months
Certificate

Math fundamentals

1 month
Certificate

Knowledge and skills

• Adobe Photoshop
• HTML
• CSS
• Adobe Illustrator
• JavaScript
• Adobe InDesign
• Adobe XD
• Bootstrap
• SQL
• Zendesk
• Data management

Language proficiencies

• English — fluent
• Spanish — advanced
• Ukrainian — fluent