Полина 

Polina Kuznetsova. 12.10.1996.

[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») (Telegram, mobile phone)

About myself

Ability to learn and interest in acquiring new information.

Interest in improving the quality of work, I am open to constructive criticism, always accept help, and
learn from my mistakes.

Stress resistance due to many years of working with difficult clients.

Equipment

Processor: Intel(R) Core(TM) i5-6600 CPU @ 3.30GHz 3.30 GHz, RAM - 12.0 GB,

cable internet connection up to 100 Mbit/sec, Sennheiser PC 8 headset.

Skills

MS soft (Excel, Word, Access, Outlook) – confident user;

Internet telephony systems (ViciDial), Jira, Helpdesk – advanced user;

Languages
English – A2
Ukrainian – fluent;
Russian – fluent.

Work experience

September 2018 – February 2019
Order Manager, Rozetka
Responsibilities:
- Calling customers to confirm and consult on orders already placed on the Rozetka.ua
marketplace;
- Recording inquiries in CRM.
January 2019–September 2019
Mindy Support
Responsibilities:
Image processing in the program

October 2019-May 2019
PrivatBank Customer Service Manager
Responsibilities:
- Answering customer calls, assisting with banking-related issues
- Recording inquiries in CRM.
May 2019-January 2020
Credit Capital Financial Company
Responsibilities:
Receiving calls from customers, assisting in resolving issues related to closing problematic debts
March 2020-March 2021
Operator at the Ukrposhta contact center
Responsibilities:
Answering customer calls, assisting in resolving issues related to postal services
Recording inquiries in CRM

March 2021-August 2021

Contact center operator for the METRO Cash&Carry network

Responsibilities:

- Handling incoming calls and providing advice on product availability, recording customer complaints;
- Providing feedback on the status of complaints/requests and applications submitted on the website
regarding cooperation;

- Processing written customer requests in accordance with business correspondence requirements.

August 2021-March 2022

Leading specialist in the information department at Business Loan

Responsibilities:

Notifying customers by mail and telephone about scheduled loan payments

Recording requests in CRM

August 2022-September 2022

Supervisor on the Ukrposhta project

- Working with a group of agents. Monitoring the personal performance indicators (KPIs) of each agent.
Providing feedback to agents based on their performance indicators and mistakes for further elimination
through analysis and recommendations, taking into account the individual qualities of the agents.

- Making recommendations and applying new effective tools in practice with project trainers for the
training period based on personal communication with agents and their typical requests after training.

- Keeping hourly reports during shifts using Microsoft Access and Power Bi tools. Monitoring agent
attendance during shifts, eliminating technical problems that arise during work in conjunction with the
system administrators department;

- Communicating with the customer regarding typical errors and complaints.

ATAS - support for the ATAS analysis and trading platform, resolving customer issues and problems in
chats and tickets

Education
2012-2015 Poltava Cooperative College.
Accounting.
2016-2021 Kharkiv National Radio Technology University.
Bachelor's degree. Educational program: Computer Science and Technology