Марія

Mariia PAVLYSH
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
EXPERIENCE

The Ukrainian Red Cross Society – Lviv, Ukraine
Informational Line Operator Nov 2023 – nowadays
• Initially handled general informational lines with an average talk time of 4-6 hours daily (exceeding the
requested 4 hours).
• Consistently achieved a 5/5 CSAT on the general line, demonstrating a strong commitment to quality service.
• Transitioned to the veterans' informational line, focusing on providing specialized support to war veterans
and their families, managing 40-90 calls per day
• Addressed and resolved complaints and requests, offering guidance on Ministry of Veteran Affairs services
and programs.
• Directed beneficiary and community requests to appropriate departments for further assistance.
• Entered and maintained accurate data within the CRM system of the United Veteran Line.
• Documented feedback from aid recipients and communities to improve service delivery.
• Provided remote psychological first aid and psychosocial support.
• Executed outbound calls to disseminate critical information.
• Maintained a comprehensive beneficiary database, ensuring confidentiality and accuracy.
• Adhered to internal procedures, completed necessary training, and prepared detailed work reports.
• Counseled war veterans and their families on various issues.

English school “Language Time” – Ukraine, Lviv
Administrator Aug 2022 – Feb 2023
• Managed phone lines, scheduled appointments, and provided information to students, parents, and teachers
on school policies and courses.
• Greeted and assisted walk-in visitors, ensuring a positive first impression.
• Coordinated schedules for students and teachers, promptly communicating any changes.
• Maintained supervisors' calendars, organized meetings, and prepared materials.
• Led administrative projects, assigned tasks, and compiled final reports.
• Served as the main point of contact during absences, ensuring seamless operations.
• Processed expense reports for accurate and timely reimbursement.
• Performed additional administrative tasks as needed.

Brand store “Chicco” – Ukraine, Lviv
Administrator, sales consultant Nov 2009 – Oct 2011
• Greet customers, understand their needs, and recommend suitable products.
• Process payments, handle returns, and ensure accurate cash management.
• Maintain expertise on products to answer customer questions and provide advice.
• Monitor stock, replenish shelves, and set up attractive product displays.
• Assist with special orders, ensuring clear communication and timely delivery.
• Resolve issues and ensure a positive shopping experience.
• Stay updated on products and participate in regular training.
• Adhere to store policies, including cash handling and safety procedures.

EDUCATION
Lviv Commercial Academy– Lviv, UA Aug 2004 – Jun 2009
Master's degree in Commodity and Commercial Activity.

ADDITIONAL
Hard Skills: Microsoft Office Suite, CRM.

Soft Skills: Effective communication, Problem-solving, Empathy and support, Time management, Team
collaboration, Attention to details, Customer relationship management

Languages: Native in Ukrainian, B1 in English.