Юлия

Yuliia Perevozniuk
Motivated person dedicated to providing top of the line customer service. Organized,
proactive and achievement-oriented person with a detail-oriented and thorough approach
to defining requirements, outlining specifications and working with team members to bring
to life high-quality products for customers. Good planner with experience implementing,
developing and supporting CRM Zendesk for more than 10 projects.

WORK EXPERIENCE
CONTACT 2021 - 2022
Fozzy Group, Ukraine
[open contact info](look above in the "contact info" section) Product Owner
Implemented Zendesk on 10 projects, which allowed to optimize the work of the Hotline;
[open contact info](look above in the "contact info" section) Worked closely with the call center development team to build better processes to improve
customer satisfaction;
London, UK Kept the big picture vision highly available and drove the progress of a roadmap to
accomplish strategic short and long term goals;
Coordinated project planning and execution with team members and team leads;
EDUCATION Communicated effectively with team members to deliver updates on project milestones and
deadlines;
LIgor Sikorskiy Kyiv Polytechnic Designed product features and enhancements which has already reduced the time to
process an incoming request by more than 20% and significantly reduced error rates for
Institute
basic use cases;
Bachelor's degree in Methods of Cyber Supported the system itself, trained employees to work in the CRM system.
Security
2021 2020-2021
Fozzy Group, Ukraine
Project Manager
EXPERTISE Interacted with the customer to define the project goals and agree on the budget for the
team's resources;
Controlled the receipt by the hotline of all the necessary information on the project to
Customer Service;
correctly inform customers, which increased customer satisfaction by 10%;
Communication skills; Analyzed the topics of customer requests to the call center and communicated with the
customer to reduce the number of calls, which allowed to reduce the number of requests to
Microsoft Office;
the hotline by 7%;
Organization skills; Prepared reports on the project to determine the effectiveness of the hotline;
Developed KPI and was engaged in wiretapping of employees' calls to identify areas of
Time management;
subsidence and development.
CRM systems;
2019-2020
Zendesk; Fozzy Group, Ukraine
Managing and prioritizing the Head of Customer Complaint Handling
Managed a team of 3 people who dealt with the processing of negative requests from
product backlog;
clients;
Product roadmaps; Prepared reports to determine the effectiveness of the work performed;
Improved the processes of interaction between the support line and the client, which
Requirements gathering;
reduced the number of negative reviews by 20%.
SCRUM methodology; 2018-2019
Project management skills; Fozzy Group, Ukraine
Problem-solving. Call Center Operator (1st and 2nd line)
Directed and managed 200+ calls in queue per shift to improve call flow;
Redirection of requests from users to the appropriate technical support specialists to solve
the problem;
LANGUAGES
2015-2018
English - Intermediate Food Market, Ukraine
Ukrainian - Native Sales Assistant, Barista
Greeted customers with a friendly and helpful attitude;
Russian - Native
Answered any questions regarding inventory, sales, and promotions;
Carefully and accurately rang up items and neatly packed customer bags;
Worked well with other employees to ensure smooth processes;
Focused on being punctual, hardworking, and reliable.