Yaroslav
Team leader customer service, 40 000 UAH
Contact information
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You can get this candidate's contact information from https://www.work.ua/resumes/9017606/
Work experience
Оператор call-center
from 11.2024 to now
(1 year 4 months)
CCIG Ukraine, Kyiv (Телекомунікації, зв'язок)
Processing incoming calls, and queries from customers.
Supervisor
from 07.2019 to 08.2024
(5 years 2 months)
Simply Contact, Dnipro (Телекомунікації, зв'язок)
To my responsibilities I can include the following: engaging and motivating agents, managing financial issues, monitoring agents effectiveness, aiming for compliance with KPI, analyzing requests, providing feedback, and all kinds of assistance, via IT department in particular, reporting to executives, working with statistics, scheduling, tracking the onboarding period, and newbies alignment with their weekly targets, making updates, participation in the interview of the new candidates, maintaining engagement with the partners via working channels, etc.
I was combining the analytic position for 10 months (October 2022-August 2023) simultaneously with supervision of the agents, it was a part time involvement.
To my responsibilities I can include the following: analysis of the indicators that would be our potential target when the new project launches, coordination the executives about the implementation of the key performance indicators (NPS, CSAT, AHT, CPH, quality) relying on the volume of the load on the project. Likewise, reports exporting was an indispensable part of my daily responsibilities via the client platform. I was doing the aforementioned task depending on the demand via the following program: Power BI.
Call-center operartor
from 06.2017 to 07.2018
(1 year 2 months)
Tell2Tell, Дніпро (Транспорт, логістика)
Education
PSACEA
International economics + Management and logistics, Dnipro
Higher, from 2018 to 2023 (5 years)
Additional education and certificates
Friends English Club
2 years.
Knowledge and skills
- Comnica
- Amadeus
- Skyspeed
- Hubtype
- Користувач Salesforce
- MS Outlook
- MS Office
- Jira
- Slack
- Intercom
- Zendesk
- PC User
- Confidence
- Linux
- Google Docs
- MS Power BI
- CRM
- MS Teams
- Уміння працювати в режимі багатозадачності
- Продаж БАДів
- Управління командою
- Ділове спілкування
- Уважність
- Ведення CRM
- Стресостійкість
- User Bitrix24
- Waze
- Google Meet
- Google maps
- Sales
- Punctuality
- Communicability
- Educability
- Management of CRM
- Комунікабельність
- Працьовитість
- Здатність до навчання
- Неконфліктність
- Чесність
- Адаптивність
- Доброзичливість
- MS Excel
- Користувач Бітрікс24
- Продуктивність
- Висока працездатність
- Прийом вхідних дзвінків
- Дисциплінованість
- Гарна дикція
Language proficiencies
English — advanced
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The candidate's resume is posted at https://www.work.ua/resumes/9017606/