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Work experience

Sales and Customer Service Representative

from 06.2024 to 07.2024 (2 months)
WellClean Canada, Remote (Public and business services)

* Engaged with approximately 100 customers and leads daily through phone, email, and chat, ensuring effective communication and customer satisfaction.
* Communicated company’s services and policies to customers, leveraging opportunities to upsell additional services and enhance revenue.
* Maintained up-to-date knowledge of company products, services, and policies and provided accurate information and support to customers.
* Scheduled and coordinated appointments and efficiently generated quotations and invoices, contributing to smooth operational processes.
* Provided comprehensive support for field workers by addressing and resolving customer complaints, ensuring seamless service delivery and high customer satisfaction
* Provided exceptional customer support by addressing enquiries and resolving issues promptly, leading to improved customer loyalty and repeat patronage.

Senior Sales Associate

from 02.2023 to 07.2024 (1 year 6 months)
New York Furniture Outlets, Remote (Retail)

* Consistently achieved over $20,000 in monthly profit by closing sales through phone calls, emails, and live chat, directly contributing to revenue growth.
*Provided expert product knowledge and service information to customers, enhancing customer confidence and loyalty towards the company.
* Successfully upsold additional products and services, maximizing customer value and increasing overall sales performance.
* Managed and processed invoices, sales orders, and purchase orders, ensuring accurate and timely follow-up with customers to maintain high levels of satisfaction.
* Collaborated with cross-functional teams, including customer support, marketing, and logistics, to resolve complex customer issues.
* Collaborated effectively with business partners to maintain strong relationships and drive mutual success.

Customer service manager

from 02.2022 to 09.2023 (1 year 8 months)
Holme & Hadfield, Remote (Retail)

* Developed and implemented email and chat response templates customized for individual customer needs and specific situations, driving increased customer satisfaction.
* Reduced ticket response time from over 72 hours to under one hour, significantly improving service efficiency and customer retention.
* Effectively resolved customer complaints and conflicts through multi-channel support (email, chat), utilizing CRM software to enhance customer experience.
* Monitored and analyzed customer feedback, identifying trends and implementing solutions to improve overall service quality.
* Handled high volumes of customer inquiries during peak periods, ensuring consistent service levels and customer satisfaction.
* Precisely documented customer interactions and details, ensuring accurate records and facilitating seamless follow-up actions.

Customer Service Manager

from 01.2020 to 08.2020 (8 months)
Maximo Leather USA, Remote (Retail)

* Supervised and led a team of eight customer service representatives, fostering a collaborative and high-performing work environment.
* Streamlined complaint response processes, reducing resolution time from five hours to one hour, significantly improving customer satisfaction and reviews.
* Proactively reached out to customers post-service to gather feedback and ensure that their needs were fully met, thus enhancing overall customer experience.
* Utilized CRM analytics to track customer interactions and identify opportunities for service improvement.

Customer service manager

from 12.2019 to 07.2020 (8 months)
Zoha, Remote (Retail)

* Promoted from Customer Service Representative to Customer Service Manager
* Successfully resolved disputes on payment platforms such as PayPal and Stripe, ensuring customer satisfaction and maintaining account integrity.
* Trained new team members, equipping them with the skills and knowledge needed to deliver high-quality customer service.

Customer Service Agent

from 07.2019 to 12.2019 (6 months)
Protein Milkshake Bar, Remote (Retail)

* Efficiently managed a daily volume of 100+ email tickets, ensuring timely and accurate responses to customer enquiries and issues.

Customer Service Representative

from 01.2019 to 07.2019 (7 months)
Overstocked USA, Remote (Retail)

* Processed and resolved over 100 email tickets daily, delivering prompt and effective customer support while maintaining high standards of accuracy.

Customer Happiness Representative

from 07.2018 to 11.2018 (5 months)
Hypesfit USA, Remote (Retail)

* Managed and resolved over 700 email tickets weekly, consistently delivering timely and accurate customer support across all interactions.

Customer Support Representative

from 01.2018 to 07.2018 (7 months)
Gorgias, Remote (Telecommunications and networking)

* Delivered outstanding customer support by promptly addressing inquiries and resolving issues, driving increased customer loyalty.

Education

Kharkiv National Medical University

General Medicine and Surgery, Kharkiv
Higher, from 2014 to 2020 (6 years)

Knowledge and skills

• Management of CRM
• B2C Sales
• Sale of household appliances and electronics
• Attracting new customers
• Customer orientation
• Phone sales

Language proficiencies

• English — fluent
• French — beginner