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Work experience

Head of customer support

from 11.2022 to now (3 years 3 months)
Qwerty software, Remote (IT)

•Aligned customer expectations with individual and unit performance goals and company objectives.
•Identified client needs and make strategic recommendations on services to accommodate client demands.
•Ensured timely and successful delivery of orders according to customer needs and deadlines.
•Monitored employee and customer interactions to assess quality of service.
•Strategized with internal team to develop, maintain schedules and plans as outlined by client.
•Established timelines to track project's key dates, and devised modes of communicating delays with clients.
•Boosted customer retention and satisfaction rates by over 75% through optimal and effective customer service delivery.
•Provided frontline support to customers via email, live chat and phone calls.
•Provided ordering support to referrals, and performed consistent follow-up with clients and their responsible service providers.

Customer service manager

from 03.2017 to 09.2022 (5 years 7 months)
Big Bird Transportation, Kyiv (Transportation and logistics)

* Respond to customer inquiries, questions, and requests through various channels such as phone or email. Provide accurate and timely information regarding products, services, policies, pricing, or any other relevant information.
*Identify and resolve customer issues, complaints, or problems effectively and efficiently. Listen actively, empathize with customers, and work towards finding satisfactory resolutions.
*Process customer orders, including order entry, verification, and tracking. Ensure accuracy of order details, pricing, and delivery information.
*Acquire and maintain in-depth knowledge of products or services offered by the company. Stay updated on new features, updates, or changes to the offerings.
*Communicate effectively with customers, colleagues, and other stakeholders. Provide clear and concise information, instructions, or updates. Follow up with customers to ensure satisfaction, address any outstanding issues, or seek feedback on their experience.
*Contribute to the analysis and reporting of customer service metrics, such as response time, resolution time, customer satisfaction ratings, or other key performance indicators (KPIs)
*Collaborate and share knowledge with colleagues, supervisors, and other teams to provide seamless customer service. Support team goals and contribute to a positive work environment.

Education

Kyiv national university

Business Administration, Kyiv
Higher, from 2011 to 2015 (4 years)

Additional education and certificates

IELTS

2

Knowledge and skills

• Confidence
• Adaptability
• Active sales
• Management of CRM
• Direct sales
• B2B Sales
• Handling objections
• Ability to analyze
• IT project management
• Management skills
• MS Excel
• Purposefulness
• Communicability
• Time management
• MS Azure
• Asana
• Slack
• Microsoft 365
• Customer orientation
• Technical support for users
• Competent oral and written language
• Ability to quickly learn new information
• Conducting negotiations
• Staff training
• ClickUp
• Risk management
• Budget planning
• Zendesk
• Ability to work in multitasking mode
• Teamwork
• Ability to convince
• Ability to plan
• Organizational skills
• Ability to prioritize
• Trello
• Jira
• MS Power BI
• MS Project
• User Bitrix24
• Find clients on Upwork
• Canva
• User ChatGPT
• Conducting online chats
• User 1C
• Team management
• Documentation management
• Inventory
• Office administration

Language proficiencies

English — fluent

References

Cynthia Azubuike

Cynthia Azubuike

Team Lead (Customer Service), Big Bird Transportation