Contact information

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Work experience

Crm Manager/ Shift Manager/ Customer Support agent

from 05.2018 to 12.2022 (4 years 7 months)
Tres Commas, Київ (Фінанси, банки, страхування)

CRM/Shift-Manager
(20.01.19 –30.12.22)
Managing and analysis of financial results for each employee of the department;
Making reports to senior manager pertaining employees` KPI
Performing quality control of the department
Assigning duties to staff during shifts
Analysis and segmentation of the customer base
Reporting on the team’s performance during the shift
Providing feedback on the team’s general performance and to the individual agents
Improve existing and build new workflows to ensure smooth and efficient team functioning and interaction with other departments
Creating and updating documents workflow
Improve existing and build new workflows to ensure smooth and efficient team functioning and interaction with other department

Customer Support representative
(24.05.18- 20.01.19)

Supporting and providing professional customer service by means of chat, e-mail, and phone
Assisting clients with queries and questions.
Resolving conflict escalation and maintaining discipline
Gather feedbacks and ensure customers' satisfaction
Informing clients over the phone about missing documents for verification
Handling complaints, providing appropriate solutions and alternatives within the time limits and follow up to ensure solution
Consulting clients about service, features, payment options

Team leader /Customer Support/ Sales Manager

from 08.2016 to 05.2018 (1 year 9 months)
"Trade-Technologies", Київ (Financial)

Handle customer inquiries, complaintsHandle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.
Key Duties:
Maintaining of control and sales targets fulfillment;
Inspection and motivation of the workflow for sales in English and German;
Management and analysis of financial results for each employee of the department;
Work with the customer base;
Cold calls to new customers and making deals;
Receiving and processing customer orders;
Handling of necessary documents;
Conducting commercial negotiations with customers;
Written communication with clients in English and German languages (live chat, e-mail,);
Consulting clients in English and German languages aimed at selling;
Interaction with customers, aimed at long-term cooperation;
Maintenance and coordination of orders;
Solution of the fourth - rate situations with customers;
Translation of the technical part;
Implementation of sales plans
, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.

Sales manager/Customer Support

from 01.2016 to 08.2016 (7 months)
"White Rhino”, Київ (Sales manager/Customer Support)

Handled incoming calls from current customers, responding to inquiries, resolving problems and correcting malfunctions in the system. Selling financial services to our customers on stock market.

Work with current customers' base;
Cold calls to new customers and making deals;
The acceptance and processing of customer orders;
Handling complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution;
Handling of the necessary documents;
Conducting commercial negotiations with customers;
Written communication with clients in English and German languages (live chat, e-mail, SMS);
Consulting clients in English and German languages aimed at selling;
Interaction with customers, aimed at long-term cooperation;
Support and coordination of order's fulfillment;
Solving fourth-rate situations with customers; Translation of technical part;
Fulfillment of target's plans; Handled incoming calls from current customers, responding to inquiries, resolving problems and correcting malfunctions in the system. Selling financial services to our customers on stock market.

Sales Manager

from 02.2015 to 12.2015 (10 months)
"TM Colorway”, Київ (household appliances)

key Duties:
Sales development of ColorWay products in foreign markets:
Direct sales, searching for new partners and the development of current ones;
Control and inspection in supporting of supplies at all stages from placing an order to delivery;
Negotiation and business correspondence with logistics companies and brokers on terms of conditions and supply optimization;
Inspection of duly payment of the goods in accordance with signed up agreement terms;
Analysis of the competitive environment;
Creation of content - product descriptions; Support of clients;
Conducting advertising campaigns and analyzing their effectiveness.
Monitoring new markets of sales
Providing promo actions in order to attract and retain customers

Education

ГДПIIМ

Переклвдач та викладач, Горлівка
Higher, from 1998 to 2003 (5 years)

Additional education and certificates

"Effective Sales"

11.05.15. two weeks

Knowledge and skills

Language proficiencies

• German — above average
• English — advanced