Olha

Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/3151935

Досвід роботи

Customer support representative (part-time)

з 06.2022 по нині (2 роки)
Mariemur, Київ (Роздрібна торгівля)

- Supporting and guiding customers at each stage;
- Providing the best experience possible according to the company's policies;
- Handling emails via ReAmaze;
- Handling complaints and issues;
- Investigating and resolving difficult situations;
- Dealing with returns;
- Refunding orders via Shopify
- Reporting website bugs;
- Handling reviews on Trust Pilot;
- Communicating with logistic, production, and marketing teams.

Customer support representative (part-time)

з 01.2022 по нині (2 роки 5 місяців)
Norse Tradesman, Київ (Роздрібна торгівля)

- Supporting and guiding customers at each stage;
- Providing the best experience possible according to the company's policies;
- Handling emails via Gorgias;
- Checking inventory in Shopify, Amazon, Etsy, and Faire (just a little), updating listings and products, and checking that everything works perfectly;
- Handling complaints and issues;
- Handling returns;
- Refunding orders via Shopify, Amazon, and Etsy;
- Checking orders sync in Shipstation and that the warehouse is aware of the orders they get;
- Getting reimbursements for lost and damaged packages on Amazon.

Head of Customer Support (part-time)

з 09.2021 по нині (2 роки 9 місяців)
BRU AG, Київ (Роздрібна торгівля)

- Building customer support from scratch (Swiss startup);
- Writing scripts and macros;
- Setting up Zendesk and improving customer support experience by using its features;
- Hiring and training new staff;
- Managing staff, controlling KPIs and SLAs;
- Replying to customers on Zendesk, Tidio, FB, and IG, comments;
- Communicating with other departments;
- Providing new ideas on how to handle difficult situations.

Agency Manager (freelance)

з 03.2020 по 08.2021 (1 рік 5 місяців)
HappyAid, Киев (Пошук персоналу, HR)

- Communicating with potential clients explaining the benefits of cooperating with our agency;
- Searching for new clients (companies, start-ups);
- Hiring and training new agents;
- Communicating with existing clients and supporting them at each stage;
- Setting up Zendesk from scratch for new clients;
- Leading different projects for the clients;
- Managing team of 20+ agents.

Customer Support Specialist

з 03.2019 по 12.2020 (1 рік 9 місяців)
Yola, Киев (IT)

- Supporting users and guiding them at each stage of communication;
- Testing new features in Sitebuilder;
- Reporting bugs in GitHub;
- Using Zendesk Support and Zendesk Chat to handle users' requests;
- Creating tutorials and macros;
- Investigating and resolving difficult situations.

Customer Support Representative (freelancer)

з 11.2018 по 03.2020 (1 рік 4 місяці)
Happy Aid, Киев (Роздрібна торгівля)

- Supporting and guiding customers at each stage;
- Providing the best experience possible according to the company's policies;
- Handling emails via Zendesk;
- Handling complaints and issues;
- Investigating and resolving difficult situations;
- Dealing with chargebacks on PayPal and through Shopify;
- Refunding orders via Shopify.

TeamLeader of a Customer Support Department

з 09.2016 по 05.2019 (2 роки 8 місяців)
Livingston Research, Киев (Освіта, наука)

- Setting shift goals and motivating the staff;
- Managing from 3 to 25 people on the shift (depending on a shift type and season);
- Providing the direction and communication to employees so that customer service messages are answered in a timely, efficient and knowledgeable manner;
- Communicating updates with the team members and making sure they are fully aware of all implementations;
- Equal workload distribution;
- Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level;
- Addressing disciplinary and/or performance problems according to company policy;
- Direct communication with the IT department by reporting system bugs and sharing ideas on how to improve CRM's user-friendliness;
- Checking chats' quality and giving constant feedback, evaluating performance;
- On-the-spot problem solving, dealing with dissatisfied customers through texts and/or phone;
- Issuing refunds through CRM;
- Managing schedules for 70 members through WhenIWork;
- Mentoring and training newcomers and the existing team;
- Responding to and resolving employee relations issues expressed by team members;
- Initiating recap meetings after the shifts along with the feedback on the achieved goal.

Customer Support Representative

з 02.2016 по 09.2016 (7 місяців)
Livingston Research, Киев (Освіта, наука)

- Receiving order details, creating orders in the CRM system;
- Managing large amounts of incoming chats, multitasking;
- Communicating with the US, UK, AU, CA clients via email, online chat, Facebook;
- Building sustainable relationships of trust through open and interactive communications;
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution;
- Attempting to persuade the customer to reconsider cancellation;
- Informing customer of deals and promotions;
- Supporting clients on each step of the process;
- Following communication flows, guidelines, and policies to make sure the customer gets the best experience possible, taking the extra mile to engage customers;
- Providing assistance with the web interface.

Project Manager

з 09.2015 по 02.2016 (5 місяців)
Evolution Outsourcing (UK based company), Киев (Телекомунікації, зв'язок)

- Leading different projects such as flight delay claims and lifestyle surveys;
- Reception and distribution of inbound and outbound calls via X-Lite;
- Managing staff and distributing tasks between the agents;
- Interviewing and hiring new team members;
- Developing and maintaining an agreed project plan and detailed stage plans;
- Training new staff and existing as well if needed;
- Adopting and applying appropriate technical and quality strategies and standards.

Call Center Supervisor

з 04.2015 по 09.2015 (5 місяців)
FinFort Service, Киев (Телекомунікації, зв'язок)

- Hiring, training, and preparing call center representatives to respond to customers' questions and complaints and troubleshoot problems with products;
- Reception and distribution of inbound and outbound calls via eyeBeem;
- Processing emails and online chats via Zopim;
- Managing staff and distributing tasks between the operators;
- Dealing with problematic clients and resolving issues;
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies;
- Answering agent questions regarding best practices or difficult calls;
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Освіта

National University of Food Technologies

Hotel and Restaurant Business - Master Degree, Киев
Вища, з 2015 по 2017 (1 рік 5 місяців)

National University of Food Technologies

Faculty of Hotel-Restaurant and Tourism Business (Hotel and Restaurant Business) – bachelor degree, Киев
Вища, з 2011 по 2015 (3 роки 9 місяців)

Додаткова освіта та сертифікати

Practice at Forum Beach Hotel (waitress, barwoman)

2014, 4 months

Grade (Advanced English C1)

2016, 3 months

Знання і навички

Знання мов

• Англійська — просунутий
• Російська — вільно
• Українська — вільно
• Іспанська — початковий

Додаткова інформація

I am an experienced customer support representative and Team Leader. I have been working with native English speakers for more than 7 years. I know how to handle conflict situations and I am all about patience and care.

If I could describe myself in 5 words I would list these things: responsible, goal-oriented, friendly, easygoing, and a fast learner. If you want your customers to get the best experience they can get - you are in a right place looking through my profile. I know how to get any customer satisfied.

If you want an experienced and goal-oriented Team Leader who knows how to deal professionally with the team - I am the person who you are looking for.

I am reliable and hard-working. I know what multitasking is: chats, emails, and phone calls at the same time. Yep, this is about me.