Contact information

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Work experience

Head of payment Support department

from 09.2022 to 09.2023 (1 year)
Victory Media LTD / Focus Media LTD, Київ (Маркетинг, реклама, PR)

- Knowledgeable in communicating between different department for customers’ cases managing;
- Handling and crediting of multiple payment requests in Asana CRM and different internal CRMs;
- Customer service skills;
- Payments reporting / cost accounting.
- Handle customer interactions, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction;

Payment Support Manager

from 02.2022 to 09.2022 (7 months)
Focus Media LTD., Київ (Фінанси, банки, страхування)

- Knowledgeable in communicating between different department for customers’ cases managing;
- Managing of payment solutions lists;
- Processing multiple requests every day in Asana CRM and several internal CRMs;
- Payments reporting / cost accounting;
- Managing of clients' data.

Customer Care Agent

from 05.2021 to 01.2022 (8 months)
"INFINITI PROFIT" LLC, Київ (Forex Trading)

•Handle multiple customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction;
•Managing multiple tasks or cases simultaneously without supervision;
•Handle multiple calls and e-mail tickets daily, presenting relevant product information and cancelling services;
•Working with customers’ complaint cases and drive actions;
•Customer feedback review related to customer entitlement & case management;
•Manage the service requests of customers through different access channels;
•Monitor the service event through completion for compliance;
•PC proficiency, particularly with Microsoft applications, Microsoft Dynamic CRM, Zoho mail skills and web-based applications, Google Hangouts etc.;
•Knowledgeable in communicating between different department for customers’ cases managing;
•Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software;
•Customer service skills;
•Knowledgeable in case management processes and obligation systems;
•Forex Trading knowledgement.

Ticketing specialist

from 03.2008 to 04.2021 (13 years 1 month)
«ARKTUR» LLC, Київ (Travel Agency)

•Route selection, customer support (route search according to fixed options, selection of the most profitable option, customer support in passport, visa, customs rules, baggage allowance etc.).
•Air, train and bus tickets booking and issue.
•Reissue, cancellation (void), refund.
•BSP Link, accounting (sales reports).

Education

Kyiv National University of Trade and Economics

Faculty of Restaurant, Hotel and Tourism Business, Київ
Higher, from 2008 to 2012 (4 years)

Degree of Master

Additional education and certificates

GDS Galileo (Travelport). Basic Course

2011, 2013, 2016

GDS Galileo (Travelport). E-ticketing Course

2011, 2013

GDS Galileo (Travelport). Advanced Course using Travelport Smartpoint.

2016, 2019

GDS Amadeus. Basic Course

2014

GDS Amadeus. Central and Electronic Ticketing Course

2016

“Plaske Academy”. International air fares and traffic documentation

2013

«TEST» Aviation Personnel Training Center. International air fares and traffic documentation (recertification)

2018

Knowledge and skills

Language proficiencies

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

References

Julia Melnik

Julia Melnik

Customer Support Manager, "INFINITI PROFIT" LLC (Investous Trading Platform)

Additional information

• Responsible, hard-working, polite, communicative; stress resistant;
• Proactive and have a constant desire to grow and develop skills;
• Able to understand and learn quickly.