Анастасія

CV

Career objective: Quality Control & Customer Service Representative
Name: Anastasiia
Last Name: Nagorna
Age: 35 years
Date of birth: 9.1.1990
Family status: Married (Husband – Ebrahim Zaghloul, Syria, Damask)
Children: Son (6 years old)
E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
Tel: [відкрити контакти](див. вище в блоці «контактна інформація»)
WhatsApp, Viber, Telegram: [відкрити контакти](див. вище в блоці «контактна інформація»)
Current place of residence: Germany, Stuttgart. I agree to consider the option of moving.
EDUCATION:
In 2007 finished Juridical Lyceum
In 2007 started education in International Humanitarian University, Odessa, Ukraine.
Faculty: Management of Organization, Tourism, Hotel-Restaurant Business. Finished 3 courses.
Additionally, I completed a Tourism Manager course.
Attended trainings on communication with clients and team building in a team.

Work Experience:
1) From 2008 till 2016 worked in the Hotel-Restaurant sphere. Started as waitress, after bartender, after administrator.
In 2019 started work in Outsourcing Company D&Z Networks ( Compounding Pharmacy, New York) in Quality Control Department as an ordinary employee. In 5 months took the position of Supervisor QAQC Department. (Quality Assurance Quality Control)
Responsibilities:
• Control of the work of employees of all departments.
• Distribution of responsibilities.
• Preparation of daily and monthly reports for management (in the format of reports and presentations).
• Internal investigations.
• Statistics and data recording.
• Development and implementation of preventive measures to avoid errors.
• Checking and evaluating the work of employees.
• Working with different types of data –collecting, verification, conversion to statistical data.
• Writing Job Descriptions.
Knowledge of programs:
• Excel
• Word
• Google Spreadsheets
• CRM
• CPMS
• Adobe Acrobat
• Jira Software, Teams
• Logistics Assist

2) CONCENTRIX BERLIN
On 19th of May 2025 I started working in Concentrix GmbH Berlin as a Customer Service Agent.
I supported customers regarding Advertisment.

Responsibilities:
• Chat/Call/Video Support
• Compliance with established targets and KPIs
• Completion of all required trainings and audits.
Knowledge of Programs:
• CRM
• WorkplaceChat
• AgentConnect
• AdsManager, Business Portfolio, Commerce Manager, Events Manager.
Work ends on 31st of October 2025 due to staff reduction and possible closure of the project.

Language Skills:
English- Advanced
Russian-Native
Ukrainian-Native
Deutsch- B1 (confirmed by certificate)

Personal Qualities:
Very responsible, fast-learning employee. Good analytic skills. Perfect in Human Communication. 3 years of successful department management experience. Capable of handling various types of requests from Higher Management.
I value my free time and prefer to spend it with my family.
Hobbies-Cinematography, Cooking