Contact information

The job seeker has entered a phone number and email.

You can get this candidate's contact information from https://www.work.ua/resumes/9017606/?puid=481526

Work experience

Customer service manager

from 11.2024 to now (9 months)
CCIG Ukraine, Kyiv (Telecommunications and networking)

Dispatcher

from 08.2024 to 10.2024 (2 months)
Hugo Hunter, Dnipro (Transportation and logistics)

Agent

from 11.2019 to 02.2020 (3 months)
Yellow Stone, Dnipro (Consulting, accounting and auditing)

Supervisor

from 07.2019 to 08.2024 (5 years 1 month)
Simply Contact, Dnipro (Telecommunications and networking)

My key responsibilities were: 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.

Also, I was combining the analytic position for 10 months (October 2022-August 2023) simultaneously with supervision of the agents, it was a temporary basis involvement. My key responsibilities were: analysis of the indicators that will be our potential target when the new project launches, I've been coordinating with executives concerning 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 programs: Power BI, Importer. Additionally, tracking the seamless work of the reports was included in my daily responsibilities, and if there were any errors, I was rectifying them.

Call-center operartor

from 06.2017 to 07.2018 (1 year 1 month)
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 of education, from B1 to C1.

Knowledge and skills

• MS Outlook
• MS Office
• Jira
• Slack
• Intercom
• Zendesk
• PC User
• Confidence
• Linux
• Google Docs
• Google
• 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

Language proficiencies

English — advanced