Контактна інформація

Шукач вказав ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/10051807/

Досвід роботи

Sales Support and Customer Success

з 10.2023 по 02.2025 (1 рік 4 місяці)
Evolve Credit, Дистанційно (IT)

•Acted as a primary liaison between customers and internal departments, ensuring timely issue escalation and resolution.
•Provided tailored solutions and product recommendations, reducing refund/return rates by 23%.
•Conducted market research to identify growth opportunities and inform strategic business decisions.
•Recommended actionable insights from research to improve user experience (UX) and enhance service offerings.
•Created engaging content for digital platforms, ensuring brand voice and messaging consistency.
•Managed social media accounts, increasing audience engagement and driving brand visibility.
•Logged and tracked all interactions using Zoho CRM, generating weekly reports for management insights.
•Demonstrated empathy and composure during high-pressure customer situations, turning complaints into loyalty.

Customer support representative

з 10.2019 по 07.2023 (3 роки 9 місяців)
Dudubydesign, Дистанційно (IT)

•Supported over 200+ active customers, maintaining a customer satisfaction rate above 90%.
•Created internal response templates for FAQs, improving average response time by 35%.
•Assisted clients with order tracking, returns, and complaints through live chat and email support.
•Flagged and resolved recurring pain points through trend analysis of support logs.
•Played a key role in retaining 15+ at-risk clients through proactive communication and empathy-driven service.
•Contributed to the design of a new onboarding flow based on common user support tickets.
•Maintained meticulous records of customer issues, ensuring audit-ready documentation.
•Ensured compliance with data privacy and customer confidentiality protocols.

Customer support representative

з 06.2015 по 09.2019 (4 роки 3 місяці)
Old Mutual Insurance, Дистанційно (Фінанси, банки, страхування)

•Managed end-to-end customer onboarding, including KYC verification and data validation.
•Fielded policy-related queries and coordinated claims processing to ensure timely resolution.
•Provided administrative and technical support to the underwriting and sales teams.
•Participated in weekly CX improvement strategy meetings; contributed actionable feedback.
•Ensured proper documentation and regulatory compliance across customer accounts.
•Facilitated smooth communication between departments to eliminate processing delays.
•Developed internal training guides to help junior staff handle client documentation correctly.

Освіта

University Of Kyiv

Management Science, Київ
Вища, з 2021 по 2023 (2 роки)

The war broke out

University Of Lagos

Actuarial Science and Insurance, All Ukraine
Вища, з 2008 по 2012 (4 роки)

Додаткова освіта та сертифікати

Customer Relationship Management

2023

Знання і навички

• Перша лінія підтримки
• Ведення CRM
• Уміння працювати в режимі багатозадачності
• Administrative work
• Patience
• Communicability
• Adaptability
• Empathic
• Time management
• Ведення онлайн-чатів
• Attentiveness
• Analytical thinking
• Teamwork
• Conflict settlement
• Flexibility
• MS Office
• Slack
• Verbal communication
• Written communication
• Team collaboration
• Active listening
• Ability to work in multitasking mode
• Sociability
• Fast typing
• Responsibility
• Stress resistance
• User Bitrix24

Знання мов

Англійська — просунутий

Додаткова інформація

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