Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/19791328/?puid=310448

Досвід роботи

Head of customer support

з 08.2020 по 02.2024 (3 роки 7 місяців)
MARIEMUR, Київ (Роздрібна торгівля)

Growing Customer Support Team from scratch
Hiring, onboarding, and terminating Customer service agents
Setting up CRM systems along with Helpdesks
Statistical analysis (KPI reports)
NPS surveys
Creating chatbot logic and implementing it to our working processes
Working with various software to optimize user and customer support
experience
Created and implemented CS quality assurance and bonus systems
Constant cooperation with Production Team to determine areas for
improvement

Head of customer support

з 09.2018 по 08.2020 (2 роки)
Yola, Київ (IT)

hiring
onboarding plan development
training of newbies
agents evaluation
knowledge gaps identification (initiate improvements)
process issues identification (initiate improvements)
team metrics analysis
representing CS Team needs or product improvement

Knowledge Manager

з 01.2017 по 09.2018 (1 рік 9 місяців)
Livingston Research Group, Київ (Освіта, наука)

keeping knowledge bases (Confluence) and learning management system (Adobe Captivate Prime) updated
making sure that the teams are aware of upcoming changes in working processes, policies and tools
working on the team evaluation approaches
preparing regular assessments on improving average evaluation score
detecting knowledge gaps and bridging them
learning programs development and implementation
hiring and learning processes automation

Team leader

з 10.2015 по 12.2016 (1 рік 3 місяці)
Livingston Research Group, Київ (Освіта, наука)

developing different approaches to motivate team giving contextual and proactive feedbacks to CRs
helping shift attendees with issue resolution throughout the shift developing quality improvement initiatives and running advanced trainings participating in strategic brainstorms managing weekly schedule for all positions within the team making sure that all technical issues are reported properly and are in work

Customer support representative

з 10.2015 по 04.2016 (7 місяців)
Livingston Research Group, Київ (Освіта, наука)

providing customer service to clients from the UK, the US, Australia and Canada; answering customer inquiries, solving problems (approx. 40 cases per day, 600-800 per month selling company's services to existing customers and contacting potential ones working with CRM system
taking orders, determine charges, and oversee billing of payments, handle refunds and complaints

Освіта

Одеська Юридична Академія Інститут Інтелектуальної Власності

Інформаційна Аналітика, Київ
Вища, з 2015 по 2016 (1 рік)

КНЛУ

Переклад японська та англійська мови, Київ
Вища, з 2010 по 2014 (4 роки)

Додаткова освіта та сертифікати

Laba (Project Management)

2021, 1.5 місяці

KA Group (Customer Experience Conference)

2022

Zendesk Conference

2020

Знання і навички

• Zendesk
• Користувач Shopify
• Slack
• ClickUp
• Confluence
• Leadership
• Team management
• Work with clients
• Empathic
• Customer orientation
• Result orientation
• Implementation of the KPI system
• Onboarding for staff

Знання мов

• Англійська — просунутий
• Українська — вільно
• Японська — початковий