Вікторія

Viktoriia Kozachenko
Wroclaw |[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») (Telegram)
E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)

Customer-oriented professional with extensive experience in resolving customer inquiries through multiple communication channels (email, phone, and chat). Adept at quickly analyzing user issues, providing effective solutions, and maintaining high customer satisfaction. Proven ability to collaborate with teams, manage client accounts, and optimize customer support processes. Experienced in handling technical support tasks, processing transactions, and improving service efficiency through data-driven insights
SKILLS:
• Excellent interpersonal and teamwork skills
• Ability to handle and resolve customer inquiries effectively
• Strong communication skills, including empathy and flexibility
• Ability to work under pressure
• Problem-solving approach
• CRM & ticketing systems (Zendesk)
• Empathy and compassion for clients
• A high level of attention to detail

Professional Experience

Foothills Advocacy in Motion Aims Society | Jan 2024 – July 2024 | Okotoks, Canada
Job Coach

• Provided tailored guidance and support to clients with diverse needs, fostering independence and achieving personal goals.
• Fill out documents regarding personal achievements to track progress and adapt strategies as needed
• Communicate and collaborate with the team to more effectively achieve the goals set for each individual

Retirement centre for the elderly "Dobre Sertse" | Sep 2019 - May 2022 | Vinnytsia, Ukraine
Customer Service Representative

• Managed customer inquiries via phone, email, and chat, ensuring fast and efficient resolution of issues.
• Actively searched for new clients while maintaining and managing existing client base.
• Processed customer complaints, provided relevant solutions and alternatives within the established deadlines; followed the solution of the problem
• Identified and evaluated the needs of clients in order to achieve the desired result for them.
• Communicated with families, residents, and physicians as needed to address any issues or concerns.

Retirement centre for the elderly "Golden Autumn" | Nov 2016 - Mar 2018 | Chernivtsi, Ukraine
Customer service Representative
• Provided consultations and customer service to families, residents, and physicians
• Maintained a positive, empathetic, and professional attitude toward customers at all times.
• Received complaints from clients and helped resolve them by interacting with other departments
• Kept records of customer interactions, transactions, comments, and complaints.

OLX Group | Oct 2015 – Sep 2016 | Kyiv, Ukraine
Regional Business Account Manager in the Real Estate Ukraine

• Conducted market research to identify and target potential clients in the real estate industry.
• Maintained and expanded relationships with existing clients to generate sales leads.
• Sold OLX paid services to businesses in the real estate sector, resulting in increased revenue.
• Managed contract renewals to ensure continued business relationships.
• Provided consultations and advice to clients regarding OLX's products and services.
• Worked with Zendesk to track and manage customer interactions, ensuring efficient response times
• Organized and participated in business breakfasts with clients to establish and maintain positive relationships.

Media corporation “RIA” | Mar 2013 – Apr 2015 | Vinnytsia, Ukraine
Sales Manager

• Actively searched for new clients while maintaining and managing existing client base.
• Responded to inquiries and processed orders from customers.
• Successfully concluded contracts with clients.
• Analyzed the advertising services market to stay informed about industry trends and competitor activities.
• Prepared and analyzed customer reports to identify areas for improvement and growth opportunities.
• Conducted sales presentations and negotiations to secure new business.
• Executed sales plans to meet or exceed targets.
EDUCATION
Bachelor's Degree in Psychology
Interregional Academy of Personnel Management,
Chernivtsi, Ukraine 2016 - 2018
Bachelor's Degree in Food Industry
National University of Food Technologies,
Kyiv, Ukraine 2007 – 2012
Language Skills:
Ukrainian - Native
English – C1+
Polish – B2+ (in progress)