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Work experience

Customer support work in AMERICA

from 04.2024 to now (2 years 3 months)
Alpha Mechanical, Дистанційно (Приватні особи)

•Scheduling and Coordination: Assigning service technicians to customer requests based on urgency and technician expertise to ensure timely and efficient service delivery.
•Communication: Serving as the primary point of contact between customers and service personnel, providing updates, addressing concerns, and ensuring customer satisfaction.
•Inventory Management: Overseeing the ordering, receiving, inventorying, shipping, and returning of service parts to maintain adequate stock levels and support service operations.
•Documentation: Maintaining accurate records of service requests, technician assignments, parts used, and work completed to ensure transparency and facilitate future reference.
•Compliance and Safety: Ensuring that all dispatching activities adhere to company policies, industry regulations, and safety standards to promote a safe working environment.

Customer Success Manager

from 04.2023 to 11.2023 (8 months)
Clickedin, Дистанційно (IT)

Bridge the gap between sales and customer support
Ensure customers get fast time-to-value
Keep clients engaged and regularly using products
Build customer loyalty and reduce churn
Keep a “high-level view” of the entire support process
Advocate for customers
Foster a customer-centric team environment
Resolve customer issues
Conducting online Zoom Demo calls

Customer support representative

from 04.2021 to 12.2023 (2 years 9 months)
TradeGuru, Дистанційно (Роздрібна торгівля)

- Handling calls via Zendesk
- Helping customers resolve technical issues with the product
- Working on tickets on ZenDesk.

Customer Support Representative

from 04.2021 to 09.2021 (6 months)
GetProspect, Одеса (IT)

- Handling technical issues of B2B lead-generating platform;
- Communicating with the customers via chat (Intercom) and emails;
- Conducting demo presentations of the platform via Zoom calls.

Customer Support Representative

from 01.2020 to 04.2021 (1 year 4 months)
apogeeeyeserum.com, Одеса (Роздрібна торгівля)

Maintaining up-to-date knowledge of products and services.
Handling customer calls and responding to questions about services, products, functions, promotions, and billing.
Working to address all customer concerns in a timely and effective manner.
Handling a large volume of calls on a day-to-day basis with a sense of calm and a good work ethic.
Developing successful tactics for selling products and services to customers.
Working to understand the needs of each customer.

HR Specialist

from 07.2019 to 05.2020 (11 months)
b-est.org, Одеса (Пошук персоналу, HR)

Recruitment: screening resumes, interview calls, working with MS Office documents, reports, scheduling, maintenance, and monitoring the training process of the new staff. Monitoring employee workflows and discipline in California remote office.

Customer Support Representative

from 02.2019 to 05.2019 (4 months)
Idrivesafly.com, Одеса (Освіта, наука)

Call acceptance, resolving technical and other issues related to the service quality in the company, working with the CRM system, Skype, Slack, and MS Office.

English teacher, HR manager

from 02.2017 to 05.2018 (1 year 4 months)
Skyeng, онлайн-платформа для вивчення англійської (Україна), Дистанційно (Освіта, наука)

Conducting online lessons on Skype in English with children and adults using a communicative method of teaching which includes: listening, watching, reading, writing, playing games, and other multiple tasks. I've worked with the special teaching platform. I have over 3 years of teaching experience. As an HR I've provided cold calls to the applicants, conducted interviews in English and Russian languages, worked with CRM, and provided needed reporting.

Education

Вище Професійне Училище 21

Миколаїв
Specialized secondary, from 2010 to 2011 (1 year)

Knowledge and skills

• Zendesk
• Salesforce CRM Analytics
• Conducting online chats
• Receiving incoming calls
• Google Docs
• Customer orientation
• Reporting
• Personal insurance

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Polish — average