Христина

Khrystyna Bolonna
Chernivtsi, Ukraine
English: Intermediate (B1–B2, working proficiency)

Professional Summary
Customer Experience Specialist with hands-on experience in resolving complex client cases,
improving service processes, and driving measurable customer satisfaction. Increased NPS
from 91% to 95.8% through structured feedback analysis and process optimization. Skilled in
client interviews, data analysis, and team training. Experienced in working with
English-speaking clients and supporting data-driven decision-making.

Key Achievements
● Increased NPS from 91% to 95.8% through systematic feedback analysis and
service improvements
● Improved complaint resolution quality by identifying root causes and implementing
process changes
● Delivered internal training sessions that enhanced team performance in handling
complex client cases
● Contributed to service optimization through structured client interviews and data
analysis

Work Experience
Customer Service Manager
BazisMed Medical Center, Chernivtsi
July 2024 – Present

Responsibilities & Impact:

● Managed complex client communication, including sensitive and conflict cases,
restoring trust and loyalty
● Conducted client interviews to identify service gaps and improvement opportunities
● Analyzed customer feedback and NPS metrics to support data-driven decisions
● Increased NPS from 91% to 95.8% through process improvements
● Prepared monthly reports on complaints and their financial impact

● Identified root causes of service issues and proposed actionable improvements
● Delivered internal training on conflict resolution and effective client communication
● Used Google Sheets and Docs for data tracking, reporting, and analysis
● Communicated with English-speaking clients

Operations Manager
Hospitality businesses (Coffee Records, Georgina, Pro Meat), Chernivtsi
2020 – July 2024

Responsibilities & Impact:

● Coordinated daily operations and ensured smooth workflow execution
● Managed team performance and maintained high service standards
● Resolved customer issues and improved overall client experience
● Led recruitment, onboarding, and training of new employees
● Improved operational processes and service quality
● Contributed to sales growth through service optimization and team management

Skills
Customer Experience (CX) & Client Support • Conflict Resolution & Complaint Handling •
Customer Retention & Loyalty Recovery • Client Interviews & Feedback Analysis • Data
Analysis (Google Sheets / Excel) • Process Improvement & Optimization • Team Training &
Development • Operations & Team Coordination • Strong Communication Skills

Education
Incomplete Higher Medical Education
BSMU

Service Management Course
UCU Business School

Languages
Ukrainian — Native
English — Intermediate (working proficiency)