Олена

Misiura Olena
Employment history

Customer support manager Sep 2021 – Jan 2024
(English, Chinese)
Hawk research academic writing,
Kyiv
- Processing requests from customers and providing the most relevant information related to the
company's services in the mode of incoming chats and emails
Age
28 - Solving issues related to orders` placement process or to the website operation
- Processing payment inquiries
Phone (Telegram, Viber) - Orders monitoring
[відкрити контакти](див. вище в блоці «контактна інформація»)
- Communicating with other departments of the company and writing reports
- Filling out order forms and account information for new customers (per request)
Email
[відкрити контакти](див. вище в блоці «контактна інформація») - Identifying and resolving duplicate data records of the orders
- Regularly updating information of orders and customers` accounts
- Working with databases
- Ensuring timely communication between customers and writers/specialists
- Solving conflict issues
- Ensuring timely completion of service appointments

Customer support manager, Jul 2020 – Sep 2021
Translator
(English, Chinese)
Consulting UA, Kyiv
- Provided high-quality consultations and relevant information for new customers as well as for
existing ones
- Processed requests in chat mode from customers or redirecting them to a competent
employee
- Worked with database and ticket system
- Assisted customers with inputting/editing/changing/removing their personal data
- Solved conflict issues and objections
- Transferred information to other relevant departments
- Translated and edited already translated content related to marketing and promotions
from Russian/Ukrainian/English to Chinese

Translator from/to Jan 2020 – Mar 2020
Chinese/English/Ukrainian,
Office assistant
UkrGrandTour, Kyiv
- Translated descriptions of various tour plans into Chinese or English
- Made presentations and travel brochures
- Communicated with potential customer and providing them with the relevant information
about different tour programs
- Booked accommodation/catering/tickets
- Office support activities
 Translator from/to Jan 2020 – Oct 2020
Chinese/English/Russian/Ukrainian
Militta IVF Agency, Kyiv
- Translated medical certificates, research protocols, contracts, articles, presentations,
video appeals

- Carried out excursions of Kyiv for Chinese citizens

Customer support manager Sep 2018 – Nov 2019
(English, Chinese)
UVOteam (Academic writing), Kyiv
- Provided the company with new deals: helping/convincing new customers to place orders
on the company's website
- Monitored of orders at all stages
- Ensured timely exchange of information between clients and writers/specialists, support
team and administration
- Analyzed target market requests and writing detailed daily reports
- Processed payment inquiries
- Worked with databases
- Filled up order forms with the most relevant information in CRM system and Excel form

Education

Master's diploma with honors Sep 2013 – Jul 2020
Institute of Philology of Taras Shevchenko National
University of Kyiv
Professional qualification: Translator (Chinese, English), Lecturer
of the higher Education Institution

Completed a language internship in China at Nankai University in
Tianjin (Sep 2016 – Jul 2017)

Skills

- MS Office (Word, Excel, PowerPoint, Outlook Express);
- Working with admin panels and CRM systems (amoCRM, Bitrix24)
- Working with business messengers (Dashly, Perfectum)
- Customer Account Monitoring
- Customer Support
- Written translation (Chinese/English);

Languages

- Ukrainian – native
- Ukrainian – native
- Russian – native
- English – B2
- Chinese – HSK 5, HSKK intermediate
Personal Qualities

- Strong organizational and planning skills
- Quick learner
- Attentive to details
- Willing to obtain knowledge in new fields
- Good teamwork and communication skills
- Flexible and adaptable
- Willing to work in shifts (if needed)