Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/10231446/

Досвід роботи

Head of customer support

з 09.2024 по нині (2 роки)
Real Estate Agency, Дистанційно (Нерухомість)

Organization and management of the customer service funnel in CRM - qualification of clients

Conducting personal meetings with clients to identify their needs and expectations. Building a communication plan after

Interaction with the partner department to hold meetings and build further communication

Timely informing the sales department if the client is interested in new purchases or resale

Checking the timely notification of clients by the developer

Resolving complaint cases at all levels - organizing meetings and personal participation with a lawyer, developers, including managers

Constant contact with complaint clients

Writing business processes within the department and when interacting with other departments of the company

Organizing cast-devs with clients after personal meetings, setting tasks for the customer service quality control department

Analysis of the results of cast-devs, summarizing, initiating adjustments to business processes, immediate response to comments at the moment

Gifts: reconciliation with the finance department on the budget and funds spent, as well as compensations made

Providing recommendations and advice on optimizing products/services

Personal study of contracts for proper consultation of clients

Agreement of additional conditions for clients on the part of developer, control over signing additional agreements and fulfilling their terms

Working with the sales department to develop proposals that meet customer needs. Forming a plan of initiatives to improve customer experience

Identifying the risks of losing customers and developing strategies to retain them

Personal support for customers transferred personally to the CEO of the company

Organizing meetings with the management company in the event of misunderstandings with the client and participating in them

Maintaining and updating knowledge of the company's products and market trends

English Teacher/Temleader of teachers

з 12.2022 по 06.2023 (7 місяців)
Study Less School (https://study-less.school/ukr), Київ (Освіта, наука)

Conducting individual classes with students.
Checking homework and providing feedback.
Filling in the tabs to calculate correctly working hours and duties fulfilled.
Supporting work with a team.
Weekly meetings with superiors to improve processes.

Supervisor of Customer Support Managers

з 07.2022 по 09.2024 (2 роки 3 місяці)
EFA Management (https://www.homeletsmalta.com/), Дистанційно (Готельно-ресторанний бізнес)

Organizing and conducting the teaching process for new-comers till the confirmation that new team members can start working at the same pace as the rest of the team.
Maintaining smooth and comfortable working process for all team members.
Making up and updating instructions, manuals, video, guides for the working process to be easier.
Searching for ways to facilitate complicated processes.
Fulfilling the tasks of Customer support manager to be always aware of how systems work and what implementations are to be done.

Freelance

з 11.2018 по 02.2022 (3 роки 4 місяці)
Dreamer Academy, Київ (Освіта, наука)

Translations
Content (filling description of goods on sites)
Providing consultative support for customer service in launching new flows of learning in Dmitrii Kovpak project FACTORY - Dreamer Academy (3,5 months)

Customer Success Manager

з 05.2018 по 10.2018 (6 місяців)
Depositphotos (https://ua.depositphotos.com/), Київ (Маркетинг, реклама, PR)

Questioning of clients to find out remarks, suggestions, claims, notices. Answering the questions of clients. Help in solving technical questions.
Writing instructions and business processes for the employees of the department. Making up reports and analysis with proper corrections.

Quality Assurance Subsection Chief

з 10.2017 по 04.2018 (7 місяців)
Dvernoy Olimp Ltd. (https://dvernoyolimp.com.ua/), Київ (Роздрібна торгівля)

Implementation of general director’s tasks, innovations and orders. Daily optimization of own activity and activity of the department for the growth of income and cutback of company’s costs on the basis of personal motivation.
Operative management of the department. Putting the tasks for the employees and control of timely and high-quality implementation.
Operative reacting on complaints and claims of clients, finding out reasons and the origin, implementation of measures to avoid similar situations in future.
Treatment of appeals in social networks to provide the timely reaction and skilled answer which support the irreproachable company’s image.
Realization of off-line check up of 12 shops for following the standards.
Active participation in writing instructions for crossing departments. Writing instructions for Quality Assurance Subsection and their editing.
Development and implementation of a motivation system.
Personal calls for verification of ip-telephony work and timely reaction of operators.
Conducting active work with personnel of subsection, directed on their development. Helping personnel in the decision of difficult questions.
Achievement: reorganization in departments of the company, directed on quality and service, uniting them into one subsection, writing standards of work, instructions and implementing control of their work.

Head of Quality Assurance Department

з 04.2016 по 10.2017 (1 рік 7 місяців)
27 Ltd, internet-project "Epicenter К" (https://epicentrk.ua/), Київ (Роздрібна торгівля)

Putting the tasks for the employees of the department and control of their timely and high-quality implementation. Development and introduction of quality standards for specialists of departments: Contact-center, Technical support, Service support, Delivery Service, Centers of buyers maintenance.
Initiation and perfection of quality map (KPI) for estimating quality of dialogs of Contact-center, Technical support specialists and other employees including operators of involved outsourcing companies who talked to clients. Regular evaluating calls with clients by the QA department.
Development and permanent improvement of rules and regulations of treatment with complaints and difficult situations.
Introduction and improvement of software for comfort and transparency of problem appeals treatment and control after their treatment.
Development and implementation of the motivation system.
Personally to make test orders and control implementation of procedures and regulations of their providing, delivery and quality.
Watching of introducing new services by companies-competitors and informing responsible employees for a timely reaction from “27” LTD side.
Implementation and verification of orders reports, where they were canceled, finding out the reasons and cooperation with responsible departments.
Making suggestions in relation to introduction of new services on the basis of clients’ appeals, complaints and proposals, besides market analysis. Active participation in implementation.
Active work with the personnel of the department, directed on the development and improvement. Helping in solving difficult questions.
Participation in internal and external training, seminars, conferences. Getting high estimation as a result of evaluation in the case of its necessity.
Achievements: creation of department from "zero", full organization of employees in the department and organization of their activity.

Head of Quality Assurance Department

з 12.2010 по 03.2016 (5 років 4 місяці)
Evroplus Ltd, Internet-shop (https://rozetka.com.ua/ua/), Київ (Роздрібна торгівля)

Directing employees efforts on implementation of concrete tasks, improvement of customer quality service.
Distributing responsibility, plenary powers and resources for implementation of certain functions in the company. Reverse connection with clients.
Solving difficult and conflict questions with clients calling to the contact-center. Assistance in making decisions when clients appeal to the service department.
Work with reviews on all-Ukrainian portals – search for the reason of complaint, work with a client and decision-making, writing an answer for the company.
Helping the content department to moderate comments on pages with the goods.
Co-operating with departments, and also their leaders, for organization and performing the «force-major» orders.
Sales reports of companies-partners, monthly reports of returning orders.
Weekly reports collection from every department employee, verification, bringing corrections for giving to the Finance Director. Additional information: substituting for position of sales department head in the time of her vacation, making orders with foreign clients.
Achievements: creation, organization and control of the department from «zero».

Освіта

Dnipropetrovsk University of Alfred Nobel (https://duan.edu.ua/international/)

International Communication Specialty: Interpreter/Translator, PR specialist (red diploma, honors degree), Дніпро
Вища, з 2000 по 2005 (5 років)

Додаткова освіта та сертифікати

English Prime School - Advanced course graduate with test result 100%

April-December 2022

Cambridge Exam Preparation - Certificate of Completion the CEFR Level C1

April 2023

Study Less School - Certificate of Completion, Advanced Course

January-June 2023

Consecutive Interpreting School (The Center of translations TRIS) - Consecutive English interpreting

September-December 2014

Guarantee TNG (by Yulii Nekrasov coach) - Development of management skills

March 2015

Знання і навички

• Responsible
• Determined
• Purposeful
• Висока працездатність
• Впевненість

Додаткова інформація

Remote work is highly preferable.