Євгенія

Yevheniia antonets
Odesa, Ukraine
[відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

education
Mechnikov National University of Odesa
2006 — 2011
Philologist, the French and English languages and literature teacher

work hystory
Eliason – Amazon Customer Service Representative
10/2022 – now

• Respond to inquiries: Field and resolve a wide range of customer questions and issues related to orders, products, payments, returns, and website navigation via email or chat.
• Provide solutions: Offer solutions such as refunds, or guidance on return procedures based on Amazon policies.
• De-escalate situations: Calm frustrated or angry customers and maintain a professional and empathetic tone while working toward a resolution.
• Returns Management: Tracked return shipments via tracking numbers and ensured timely refund issuance in compliance with marketplace guidelines.
• Customer Communication & Item Condition: Inspected the status of returned goods, proactively informed customers if items arrived damaged or incomplete, and negotiated appropriate solutions (partial refunds, replacements, etc.).
• Account Health & Compliance Monitoring: Monitored Account Health Rating (AHR) and key performance metrics to ensure full compliance with Amazon policies and guidelines (IP violations, Fair Pricing, Product Authenticity, etc.).
• Risk Mitigation: Proactively identified potential account risks, prevented account suspension, and ensured continuous enrollment in Amazon programs like Account Health Assurance.
• A-to-z Guarantee Claims
• Investigating claims: Reviewing the details of the claim, including customer-seller communication, tracking information, and product descriptions, to determine if the customer is eligible for a refund.
• Applying policies: Verifying that the claim meets the eligibility criteria of the A-to-z Guarantee, such as timely filing and prior communication with the seller.
• Communicating with parties: Informing the customer of the claim's status and the final decision.
• Processing refunds.
• Chargeback Claims
• Handling notifications: Receiving and reviewing chargeback notifications from Amazon's payment processor.
• Gathering evidence: Collecting all relevant information and documents, such as order confirmations, proof of delivery (tracking numbers, signature confirmations), and communication logs with the customer.
• Submitting a response: Building a case and submitting the collected evidence to the card-issuing bank on behalf of Amazon.
• Resolving the dispute: Awaiting the bank's decision and, if the chargeback is upheld, processing the loss.

Camden – Amazon Buy Box Specialist
03/2024 – 03/2025

• Managed and implemented dynamic repricing strategies using automated repricing software to maintain competitive pricing and increase Buy Box share.
• Monitored competitor pricing and adjusted prices in real-time to maximize profit margins while staying competitive.
• Monitored inventory levels to prevent stockouts and ensured consistent product availability, directly impacting Buy Box eligibility.
• Analyzed sales, performance, and market data to identify trends, opportunities, and areas for improvement.
• Generated and presented data-driven reports to management, providing actionable insights for strategic decision-making.

Totis Pharma – Sales Manager
11/2021 — 02/2022
• Handled customer relations issues, enabling quick resolution and client satisfaction
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
• Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
• Manage order cycle to enhance business development and maintain sustainability and customer satisfaction
• Delivered engaging sales presentations to new clients, explaining all information in simplified language to promote features and increase client base

AMG – Quality assurance manager
10/2020 — 10/2021
• Implemented new quality assurance and customer service standards
• Recorded, analyzed and distributed statistical information
• Monitored staff organization and suggested improvements to daily functionality
• Determined quality department standards, practices and procedures
• Applied coaching techniques and tools to support managers and team members in improving performance

Autodoc (ZooBio)
03/2016 — 09/2020
Customer Care Supervisor (09/2018 – 09/2020)
• Leadership & Team Development: Trained, mentored, and onboarded new hires; conducted regular staff performance evaluations.
• Operational Management: Supervised daily department operations and sales functions to maximize revenue and productivity; delegated tasks using cloud-based tools.
• Strategy & SOPs: Developed Standard Operating Procedures (SOPs) and escalation policies; created and executed customer support strategies aimed at increasing client retention.
• Quality Control: Evaluated associate-customer interactions to enhance service satisfaction; ensured strict compliance with company guidelines and procedures.
• Onboarding & Performance: Organized structured onboarding for new team members and conducted periodic KPI assessments to maintain high team performance.
• Process Optimization: Balanced team workload and integrated cloud-based services (CRM, Google Workspace) to efficiently resolve non-standard tasks.
Customer Care Specialist (03/2016 – 09/2018)
• Customer Relations: Built and maintained strong client relationships, serving as the primary point of contact to resolve inquiries and assess customer needs.
• Complaint Resolution: Efficiently handled and resolved complex or escalated customer complaints, offering tailored solutions and alternatives.
• Administration: Maintained accurate customer databases (contracts, interaction histories, detailed notes) while upholding high standards of service excellence.

Intertelecom – customer support service representative
02/2015 — 03/2016
• Answered constant flow of calls promptly to avoid on-hold wait times
• Offered advice and assurance to customers, paying attention to special needs or wants
• Responded to customer requests for products, services and company information
• Provided primary customer support to internal and external customers
• Collected customers feedback and made process changes to exceed customer satisfaction goals
• Maintained up-to-date knowledge of product and service changes

Arista Translating agency – HR Manager
05/2014 — 02/2015
• Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation, and employment postings, hiring proposals and new hire onboarding
• Managed employee disputes by employing conflict resolution techniques
• Guided leaders and employees on company policies, programs, benefits and salary administration

Delta bank – credit specialist
03/2012 — 02/2013
• Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts
• Analyzed applicants’ financial status and credit and property evaluations to determine loan feasibility
• Organized and finalized loan applications for underwriter review
• Monitored accounts for signs of fraud and non-payment issues

GOROD – copy editor
10/2011 — 01/2012
• Reviewed and edited content for correct grammar and style
• Compiled lists of common usage and style errors to reduce number of mistakes and improve consistency in style
• Proofread, edited and evaluated final copy to verify content aligned with established guidelines

Languages teacher
09/2009 — 11/2014
• Facilitated learning French/English languages using variety of methods, resources and tools
• Created reading lists with materials to promote student comprehension of written French/English

languages and skills
• Ukrainian – proficient
• Russian – proficient
• English – upper intermediate
• French – upper intermediate
• Dutch – beginner
• MS Office
• Seller Snap
• CRM
• Slack
• Sellersnap
• Staff training and development
• Customer service
• Detail-Oriented
• Problem solving
• Relationship building
• Decision making
• Verbal and written communication
• Time management